News
The Gist
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Unified oversight platform. Supervisors can monitor and manage all human and AI interactions.
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Real-time intervention tools. Supervisors can intervene instantly to ensure compliance and quality.
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AI Supervisor role. Contact center leaders gain more control and responsibility for scaling hybrid workforces safely.
As enterprises race to deploy AI agents, Cresta is betting that human oversight will define who wins the contact center market.
The company launched the Agent Operations Center on Dec. 9, positioning it as the first unified command hub for managing both human and AI-led customer service conversations. The platform introduces a new AI Supervisor role, enabling human experts to monitor, guide and intervene in automated interactions when needed.
According to company officials, the platform aims to address enterprise concerns about maintaining quality and compliance as AI handles increasing volumes of customer interactions. The system provides real-time visibility across all conversations, with tools for instant intervention when situations require human judgment.
Platform Capabilities
The Agent Operations Center introduces three core capabilities for managing hybrid contact center operations.
| Capability | Description |
|---|---|
| Supervision | Monitor high-stakes conversations with alerts for compliance risks |
| Guidance | Enable real-time support requests between agents and supervisors |
| Forced Handoff | Transfer conversations between AI and humans without disruption |
Table of Contents
- Contact Center Future: Human in the Loop, Always
- Key Trends in Human-AI Hybrid Contact Centers
- Escalation & Handoff Challenges
- Cresta Recent News & Initiatives
- Cresta Background
Contact Center Future: Human in the Loop, Always
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.
- Philip Kolterman, CIO
Brinks Home
Key Trends in Human-AI Hybrid Contact Centers
Contact centers are shifting from AI-first automation to human-centered hybrid models that balance efficiency with empathy.
With AI adoption in contact centers reaching 81%, organizations now prioritize human-in-the-loop integration over feature-focused implementations. AI systems operate under human oversight to ensure brand compliance while automating increasingly complex processes.
AI handles repetitive, data-driven tasks while humans tackle cases requiring empathy and creative problem-solving. This division proves critical for elevating customer experience.
Enterprises leverage AI to:
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Automate routine interactions
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Collect contextual information
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Provide real-time agent support through suggested responses
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Surface relevant knowledge during customer interactions
Escalation & Handoff Challenges
Clear escalation pathways remain essential, particularly in regulated sectors where seamless handoffs minimize compliance risks.
Successful implementation requires training agents to work alongside AI, establishing clear escalation pathways with full context transfer and monitoring customer satisfaction and resolution times.
Cresta Recent News & Initiatives
In April 2025, Cresta became available on the Google Cloud Marketplace with deployment options on Google Cloud Platform. The expanded partnership aimed to streamline procurement and accelerate AI adoption for contact center customers.
The marketplace listing provides several benefits, according to Cresta officials:
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Simplified procurement through pre-approved vendor relationships
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Cloud deployment flexibility leveraging existing Google Cloud infrastructure
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Financial flexibility allowing customers to apply committed cloud spend toward Cresta solutions
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Cresta Background
Cresta provides AI-driven software for contact center operations, targeting customer experience and digital transformation leaders at mid-market and large enterprises. Founded in 2017 in Sunnyvale, California, the platform offers real-time agent guidance, intelligent virtual agents and conversation intelligence using generative AI. Current customers include Cox Communications, Hilton and CarMax.
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