Cresta Launches Agent Ops Center for Human-AI CX Workforce

Cresta, a leading AI-powered customer experience platform for both human and AI agents, has introduced the Agent Operations Center, a groundbreaking unified command hub designed to manage every interaction within the contact center—regardless of whether the conversation is handled by a human or an AI agent. This new solution gives supervisors real-time oversight and immediate intervention capabilities, helping enterprises deliver service that remains accurate, compliant, and consistently aligned with their brand voice.

As AI continues to take on a larger share of customer interactions, organizations face increasing pressure to maintain visibility and control across automated workflows. Highlighting this need, Cresta CEO Ping Wu stated:

"As AI agents handle more and more customer interactions, businesses need visibility and control in order to scale automation while still ensuring a world-class customer experience. The Agent Operations Center unlocks deeper automation opportunities for the enterprise, and puts greater control in their hands, so they can take advantage of AI-driven efficiencies, all with human experts at the wheel."

One of the central innovations introduced with the Agent Operations Center is the concept of AI Supervisors—human experts who can oversee AI-driven conversations and step in whenever required. This hybrid approach accelerates issue resolution while enhancing overall customer satisfaction.

Echoing the importance of this evolution, Philip Kolterman, CIO of Brinks Home, commented:

"We're super excited about the Agent Operations Center. We think human-in-the-loop is the future of the contact center. I think we'll look back and say this is where we first talked about that."

Key Capabilities of the Agent Operations Center

Supervision

Supervisors can monitor high-stakes or sensitive conversations in real time, ensuring adherence to compliance, safety, and brand standards. The system flags interactions that may carry elevated risk—such as disputes, emotionally sensitive situations, or compliance triggers. Supervisors can view multiple conversations simultaneously, track sentiment and context, and determine when intervention is necessary.

Guidance

Both AI and human agents can request real-time support when they require additional expertise. Supervisors may step in by messaging the customer through the AI agent or by instructing the agent directly—enabling seamless assistance without disrupting the customer experience.

Forced Handoff

When a conversation needs to shift from AI to a human expert, Forced Handoff ensures a smooth transition. Supervisors can instantly assume control of an ongoing interaction without requiring the customer to repeat any information, maintaining continuity and preventing friction.

By enabling seamless collaboration across all conversations, the Agent Operations Center establishes a powerful synergy between human expertise and AI-powered capabilities. This unified approach creates a more reliable, scalable contact center workforce.

Wu reinforced the long-term impact of this platform, stating:

"Agent Operations Center redefines the way humans and AI work together in the customer experience center. With a central hub for experts to oversee both human and AI agents, businesses can deliver consistent, high-quality customer experiences with confidence."

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