Cresta WAVE, our flagship event, got underway today with Cresta CEO Ping Wu taking to the stage to open with his keynote. opened the event with his keynote.
Ping outlined how the next generation of contact centers will be defined by seamless collaboration between humans and AI — and with that, introduced four new Cresta innovations that bring that vision to life.
These advancements mark a significant step forward in empowering enterprises to deliver more intelligent, consistent, and human customer experiences at scale.
Let’s dig into each of the new updates.
Speaking Your Customer’s Language
For decades, language has been one of the most persistent challenges in delivering exceptional customer experiences. Cresta’s Real-Time Translation and multilingual AI capabilities remove that barrier entirely, enabling enterprises to serve any customer, anywhere.
Real-Time Translation allows human agents to converse fluently with customers in four different languages today, with support expanding rapidly in the months ahead. Cresta AI Agent now communicates across 30+ languages in both voice and chat, ensuring customers can engage in their preferred language without friction.
Beyond communication, Cresta AI Analyst now understands and analyzes conversations in those same languages, uncovering global insights that were previously hidden across linguistic divides.
By combining these capabilities, Cresta enables organizations to expand their reach, deepen customer trust, and deliver experiences that feel personal, no matter where they happen.
Supervising Humans and AI — Together
As AI becomes a core part of the customer experience, operational visibility and control become even more essential. Cresta's new Agent Operations Center provides that confidence.
This unified command hub allows supervisors to oversee every live interaction — whether managed by a human or an AI Agent — from a single interface. Leaders gain real-time visibility, live guidance capabilities, and the ability to intervene instantly when needed, ensuring that every interaction remains accurate, compliant, and on brand.
The Agent Operations Center also introduces a new role to the modern contact center: the AI Supervisor. This position empowers teams to monitor and collaborate with AI Agents in real time, guiding them as they would any member of the team. The result is an unprecedented level of control and coordination across the hybrid workforce.
Taking the Guesswork Out of Automation
Determining where to apply automation has long been one of the biggest challenges in digital transformation. Automation Discovery brings clarity and data-driven precision to that process.
By analyzing metrics such as volume, complexity, and resolution rate, Automation Discovery identifies which conversations are best suited for automation — and why.
Each use case is assigned a readiness score and projected ROI, giving leaders a clear roadmap for where to start. The solution also visualizes conversation flows, highlights successful paths, and surfaces workflow prompts to help organizations begin automating faster.
With Automation Discovery, businesses can make informed, confident automation decisions that maximize ROI and accelerate time-to-value, while preserving quality and customer satisfaction.
Democratizing AI Agent Design
As AI becomes increasingly embedded in operations, the ability to design and refine effective AI Agents quickly is critical. Prompt Optimizer streamlines that process.
This capability guides users through best-practice recommendations for prompt structure, coherence, and content quality — helping teams build high-performing AI Agents with consistency and confidence. By reducing the trial-and-error that often accompanies prompt engineering, Prompt Optimizer accelerates the path from concept to impact, ensuring every AI Agent performs reliably in production environments.
See for yourself! Register to watch the keynote on demand.
Confidence, Control, and the Future of CX
Across all four innovations, one theme stands out: empowering human and AI collaboration with confidence and control.
From breaking down language barriers to enabling unified oversight and precision automation, Cresta’s latest advancements reinforce its commitment to building technology that amplifies human capability, rather than replacing it.
Stay tuned for more detail on each of these innovations in the weeks to come!
