Cresta AI Agent Enhances Customer Experience for Brinks Home
PALO ALTO, Calif., February 27, 2025 /PRNewswire/ — Cresta, a leading AI platform for contact centers, announced strong results following the implementation of its AI Agent with Brinks Home.
Launched in October 2024, Cresta AI Agent aims to redefine automated customer conversations. Unlike earlier bot platforms that often frustrated customers with rigid scripts, Cresta’s AI incorporates advanced language models, which enable fluid and nuanced communication. This allows the system to adapt to customer needs, address complex issues with empathy, and align with a brand’s voice while carefully protecting sensitive customer data.
“Cresta has enabled us to automate a wider range of conversations than we ever thought possible, but what has truly amazed us is how much our customers and employees are enjoying the experience,” said Veronica Moturi, SVP of Customer Experience at Brinks Home. “Our voice AI Agent guides customers through complex, multi-step troubleshooting scenarios, and the positive feedback from these customers has been eye-opening. Additionally, our agents love working with it. It enhances their efficiency, improves customer satisfaction scores, and ensures a smooth transfer experience when escalation is necessary. We’ve been able to significantly improve our issue resolution rates and elevate the overall customer experience simultaneously.”
The collaboration between Cresta and Brinks Home has already yielded improvements in customer satisfaction, reflected in a 30-point increase in Net Promoter Score (NPS). Brinks Home used AI-driven insights and real-time guidance to optimize its automation strategy. Cresta AI Agent capitalizes on this foundation, delivering effective and empathetic support.
“Cresta AI Agent combines automation with the understanding and flexibility of human interaction – moving far beyond the limitations of traditional voice agents,” said Ping Wu, CEO of Cresta. “Equipped with the latest generative AI advancements and built on our experience handling customer conversations for Fortune 500 companies, AI Agent delivers effective and empathetic support capable of addressing complex issues.”
To find out more about Cresta AI Agent, visit https://cresta.com.
About Cresta
Cresta focuses on leveraging the potential of contact centers to create a competitive advantage. The platform mixes AI and human intelligence to provide customer insights, automate processes, and improve workforce efficiency. Cresta partners with a variety of companies, including Cox Communications, Hilton, and CarMax. Stay connected with Cresta on LinkedIn and X.
