Case Study: Cresta powers human-like voice AI agents with Cartesia

Cresta and Cartesia Powering the Next Generation of Voice Virtual Agents

Cresta, a leader in AI-powered contact center solutions, sought to advance its virtual agent technology beyond rigid, scripted interactions. Their challenge was to build an AI Agent capable of handling complex, multi-step customer service calls over the phone with a natural and human-like voice, all while ensuring enterprise-grade reliability and precise information delivery. To achieve this, Cresta integrated Cartesia's generative voice API, Sonic, into its platform.

By leveraging Cartesia's Sonic technology, Cresta's AI Agent gained the ability to conduct empathetic, human-like conversations, manage interruptions, and accurately pronounce critical details like numbers and dates. The solution delivered significant results for client Brinks Home, including improved issue resolution rates, higher customer satisfaction (CSAT) and net promoter (NPS) scores, and enhanced agent efficiency. Cartesia's voice AI empowered Cresta to transform the voice channel into a strategic advantage for their enterprise customers.

Cresta

Tim Shi

Co-Founder & Chief Technology Officer