Accenture invests in Cresta to advance AI-powered customer service
NEW YORK, UNITED STATES — Accenture, a global professional services powerhouse, has made an investment in Cresta through its Accenture Ventures division.
While the specific details of the investment were not disclosed, the collaboration aims to revolutionize contact center operations by integrating Cresta’s AI platform with Accenture’s AI Refinery platform.
Accenture’s research indicates that companies implementing generative AI in customer-focused initiatives can expect 25% higher revenue over a five-year period compared to those solely focused on productivity. This finding underscores the significant potential of AI in transforming customer service operations.
Boosting contact center efficiency with generative AI
Cresta’s AI platform leverages advanced natural language processing and machine learning to provide real-time agent coaching and virtual agent capabilities. The company has already made strides in various sectors, including retail, financial services, telecommunications, and healthcare. Their platform’s effectiveness has earned them recognition as a Leader in The Forrester Wave, with top scores across 15 criteria.
“Cresta’s innovative solutions have the potential to revolutionize the contact center industry by equipping customer service teams with tools they need to provide more effective customer service,” said Lan Guan, chief AI officer at Accenture.
“The combination of Accenture’s AI Refinery platform and Cresta’s AI solutions will allow us to offer our clients enhanced tools that drive productivity by automating routine tasks, offering real-time guidance to agents, and generating tailored customer interactions.”
Expanding AI capabilities and global reach
Cresta, recognized as a leader in real-time revenue execution by Forrester, empowers businesses like Hilton and CarMax to transform customer conversations into strategic advantages. By combining AI and human intelligence, Cresta enhances team productivity, accelerates resolutions, and drives customer loyalty.
“Cresta and Accenture share a vision of using AI to redefine customer interactions,” said Ping Wu, CEO of Cresta. “This partnership enables us to scale our impact globally, helping businesses achieve operational efficiency and sustainable growth.”
Accenture’s investment in Cresta follows similar moves to bolster its data and AI portfolio, including investments in Martian and Writer, further cementing its position as a leader in AI-driven enterprise solutions. For the second year running, Accenture ranked #1 in OA500 2024, an objective index of the world’s 500 top outsourcing companies.
