Cresta, the AI-driven customer experience platform, has unveiled the Agent Operations Center, a first-of-its-kind command hub that unifies all contact center interactions—human and AI-led—under one interface. The new solution equips supervisors with real-time visibility and intervention tools, enabling enterprises to deliver service that is consistent, accurate, and on brand.
Human-AI Collaboration at Scale
“As AI agents handle more customer interactions, businesses need visibility and control to scale automation while maintaining world-class service,” said Ping Wu, CEO of Cresta. “The Agent Operations Center unlocks deeper automation opportunities, putting greater control in the hands of supervisors while keeping human experts at the wheel.”
The system introduces the role of AI Supervisors—human experts who can guide AI agents or step in directly when needed—helping enterprises resolve issues faster and improve customer satisfaction.
“We think human-in-the-loop is the future of the contact center,” said Philip Kolterman, CIO of Brinks Home. “We’ll look back and see this as the moment we first talked about it.”
Key Capabilities
1. Supervision
Supervisors can monitor sensitive or high-stakes conversations in real time, including payment disputes, emotionally charged interactions, or potential compliance issues. The system provides alerts and allows multiple live conversations to be observed simultaneously, tracking sentiment, behavior, and context.
2. Guidance
Human or AI agents can request real-time support from supervisors. Responses can be delivered directly to the customer via the AI agent or communicated as instructions to the agent, ensuring accurate outcomes without disrupting the experience.
3. Forced Handoff
When a conversation requires a human takeover, Forced Handoff allows supervisors to seamlessly assume control from an AI agent, maintaining continuity and eliminating the need for customers to repeat themselves.
By enabling this symbiotic relationship between humans and AI, the Agent Operations Center aims to redefine contact center operations, ensuring consistent quality across all interactions.
“With a central hub for experts to oversee both human and AI agents, businesses can deliver consistent, high-quality customer experiences with confidence,” Wu added.
Cresta’s Agent Operations Center represents a new standard for AI-human collaboration, offering enterprises a single control point to monitor, guide, and intervene in real time, driving efficiency, compliance, and customer satisfaction.
Join thousands of HR leaders who rely on HRTechEdge for the latest in workforce technology, AI-driven HR solutions, and strategic insights
