Accenture, through Accenture Ventures, invested in Cresta, an AI-powered platform for contact centers. The company plans to integrate Cresta’s capabilities into its AI Refinery, a platform for building custom AI models tailored to business needs.
Generative AI enhances customer experiences with personalized, seamless interactions that drive loyalty and efficiency. Accenture research shows companies using GenAI for customer initiatives can achieve 25% higher revenue over five years compared to those focusing solely on productivity.
“Cresta’s innovative solutions have the potential to revolutionize the contact center industry by equipping customer service teams with tools they need to provide more effective customer service,” said Lan Guan, chief AI officer at Accenture. “The combination of Accenture’s AI Refinery platform and Cresta’s AI solutions will allow us to offer our clients enhanced tools that drive productivity by automating routine tasks, offering real-time guidance to agents, and generating tailored customer interactions.”
Cresta’s AI-native solutions use advanced natural language processing and machine learning to enable real-time agent coaching, insights and virtual agents to improve performance, reduce handle times and increase customer satisfaction. The solutions also integrate with existing systems on-premise and in the cloud.
“Generative AI is transforming the way we interact with customers, creating intelligent experiences that not only meet but anticipate needs,” said Baiju Shah, global chief strategy officer at Accenture Song. “Customer sales and service is evolving rapidly and Cresta is at the forefront.”