Cresta AI features and pricing (October 2026)

Cresta is an AI platform for large contact centers. It combines autonomous AI agents for voice and chat with real-time guidance for human agents, conversation analytics, automated quality management and coaching.

The platform has several modules. AI Agent handles customer conversations on voice and digital channels. Agent Assist guides human agents during live calls with knowledge answers, checklists and summaries. Conversation Intelligence analyzes all conversations with Insights and AI Analyst, while Quality Management and Coach score interactions and build coaching plans.

Cresta started in 2017 at Stanford's AI Lab, with Sebastian Thrun among the co-founders. Cresta Intelligence Inc. is based in Sunnyvale, California, and names Cresta GmbH in Berlin as its representative in the EU. The vendor reports more than 600 employees and over $270 million raised. There is no public pricing, and the product targets enterprise contact centers with their own QA and operations teams.

• Scores every conversationQuality Management evaluates all interactions against the company's scorecards using custom-trained models that detect behaviors and outcomes beyond simple keywords. It supports human review, calibration, appeals and assignment workflows. QA teams cover every call and can point to the exact moment in the conversation behind each score.
• Plans coaching from evidenceCresta Coach uses quality and outcome data to build a personal coaching plan for each agent, backs recommendations with conversation evidence and tracks whether behavior changes over time. Supervisors see who needs coaching and on which behavior, and can link coaching to sales, resolution or CSAT.
• Guides agents during live callsAgent Assist gives human agents context-aware guidance, knowledge answers and automation while the conversation runs, for example drafting answers from policy documents and writing call summaries. Newer agents can handle complex requests with less searching.
• Resolves calls and chats autonomouslyThe AI Agent handles customer conversations end to end on voice and digital channels in more than 30 languages, with voices adjusted to the brand. Developers build, test and improve agents with Conductor, a natural-language engine for the whole agent lifecycle.

• Covers automation and human agent performance in one platform: AI agents, live guidance, quality management and coaching share the same conversation data.
• Cresta states that it holds ISO/IEC 42001 certification for AI governance and cites PCI DSS and ISO 27701 compliance with automatic PII redaction.
• Names Cresta GmbH in Berlin as EU representative, while the privacy policy states that its servers are located in the United States.

Cresta Intelligence Inc. is based in Sunnyvale, California, and names US customers such as United Airlines, Alaska Airlines and Cox Communications.

Quality Management and Coach score individual agents and compare them in quartiles, so check employee monitoring and call recording consent rules in each US state and country where you operate. Ask where conversation data is stored, since the privacy policy names US servers. Prices are only available after a demo. For sites in the EU, AI-based performance evaluation can fall under the EU AI Act high-risk rules from December 2, 2027.

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