Cresta, which uses AI to enhance real-time customer interactions associated with call center workers, comes forth from stealth by launching $21M in funding through a16z and others (Lucas Matney/TechCrunch)

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As Silicon Valley’ h entrepreneurs cluster around the worldview that artificial intelligence can be poised to change how we function, investors are deciding designed to use cases make the most sense to function money into right now. A single focus has been the persistent communication between companies plus customers that takes place from call centers.

Call center tech offers spawned dozens if not countless AI startups, many of that have focused on automating services and taking advantage of robotic voices to stage customers somewhere they can spend cash. There has been a lot of progress, however, not all of those products have shipped. Cresta is more centered on using AI suggestions to assist human contact center employees make the most of an individual call or even chat session and rely on what’ s worked nicely for past interactions which were deemed successful.

“ I think that there will be very basic boring stuff that could be automated like frequently asked questions plus ‘ Oh, what’ t the status of the order?, ’ ” TOP DOG Zayd Enam says. “ But there’ s generally the role of the individual that’ s building the connection between the company and the client, and that’ s a very strategic role for businesses in the modern age. ”

Udacity co-founder Sebastian Thrun is the startup’ s board chairman and it is listed as a co-founder. Enam met Thrun during their PhD research at Stanford focused on workplace productivity. Cresta is launching from on stealth and announcing that they’ ve raised $21 mil in funding from traders including Greylock Partners plus Andreessen Horowitz. The company lately closed a $15 mil Series A round.

Cresta wants to make use of AI to school customer support workers and salespeople approach close the deal.

There’ s quite a lot of proceeds in contact center jobs which can leave companies reticent to spend a ton of time purchasing each employee’ s coaching. Naturally, there are some inherent problems where the workers interacting with a person customer might not have the experience essential to suggest a solution that they may if they had more encounter. In terms of live feedback, for several, fumbling through paper scripts at their desk could be about as good as it will get. Cresta is hoping that will by tapping improvements within natural language processing, their own software can help alleviate several stress for contact middle workers and help all of them move conversations in the direction of offering something else for their company.

Cresta is getting into a field where there’ t already quite a bit of interest through established software giants. Salesforce, Google and Twilio all of the operate AI-driven products with regard to contact centers. Even with significant competition, Enam believes Cresta’ s team of thirty can offer its customers much more individual attention.

“ We’ re mostly of the technical teams where we’ re just obsessed with the client, to the point where it’ h normal for people on our group to fly to the customer plus live by a call middle in an Airbnb for a 7 days, ” Enam said. “ When Greylock led the particular Series A, they had noticed that and said that’ s i9000 what gave them a lot conviction that we were the particular team to solve the problem. ”

Sun Microsystems co-founder Andy Bechtolsheim, Indicate Leslie and Vivi Nevo are also investors in Cresta.

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