Cresta Transforms Contact Center Automation with Cartesia's Advanced Voice AI Technology

Cresta is a leader in AI-powered solutions for contact centers, offering a unified platform that combines human agent augmentation and virtual agent automation. The company analyzes customer conversations to identify behaviors and patterns that drive successful outcomes through products like Conversation Intelligence and Agent Assist. Contact centers have long faced a difficult choice between cost efficiency and exceptional customer service. Cresta's AI Agent, built on an LLM-native hybrid architecture combining large language models with structured business logic, eliminates this trade-off by delivering both cost reduction and improved customer experiences simultaneously.

Traditional voice bots struggle with complex customer needs and frequently produce hallucinations, while purely generative AI agents lack reliability for enterprise deployments. By integrating Cartesia's voice AI technology and Sonic text-to-speech model, Cresta's AI Agent delivers natural, human-like conversations with superior voice quality and expressiveness. The solution ensures precise transcript following for accurate pronunciation of numbers, currencies, and dates during complex transactions, handles multi-step workflow management with advanced voice understanding, and manages seamless conversation handling including interruptions and multi-turn dialogues. The platform achieves 99.9% uptime and delivers the fastest p90 latency worldwide, even with thousands of concurrent calls at peak times. This partnership addresses a critical market need, as voice remains the dominant channel for customer interactions at over 70% of contact center communications.

When Brinks Home deployed the AI Agent solution, results demonstrated significant impact on both customer and agent experiences. The system guides customers through complex, multi-step troubleshooting scenarios while eliminating mundane tasks like authentication and call summarization for human agents. According to Veronica Moturi, SVP of Customer Experience at Brinks Home, the company achieved significantly improved issue resolution rates and elevated overall customer satisfaction scores. The solution also improved agent efficiency and ensured smooth transfer experiences when escalation was necessary. The partnership transforms contact center interactions by combining conversational intelligence with emotional resonance through voice tone and cadence detection, enabling enterprises to improve NPS and CSAT scores while automating more conversations and delivering empathetic, brand-aligned customer interactions.