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Cresta

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Elevating Productivity and Customer Experience: United Airlines' Success with Cresta's Agent Assist

Challenges Driving Change

United Airlines faced challenges in optimizing the agent experience, enhancing customer satisfaction and loyalty, and improving overall operational efficiency. The need to transition more customer interactions to chat prompted them to seek generative AI solutions that could streamline workflows and elevate their customer service standards.

Empowering Agents with AI

United Airlines partnered with Cresta to implement Cresta Agent Assist, a cutting-edge generative AI platform designed to provide agents with real-time behavioral guidance, knowledge, and workflow automation. This solution aimed to drastically enhance the efficiency and accuracy of chat support, empowering agents to deliver exceptional service while driving key performance indicators.

Immediate Impact and Success

The adoption of Cresta's Agent Assist resulted in significant improvements for United Airlines. They witnessed a 15% increase in agent response time coupled with a 15% reduction in average handle time, leading to enhanced productivity and customer satisfaction. Agents embraced the platform, with 90% expressing a positive agent experience, and the leadership observed a 30% increase in supervisor coaching efficiency.

Positive Feedback and Promising Future

United Airlines reported immediate positive outcomes from their partnership with Cresta, surpassing their initial goals within the first 45 days of implementation. With tangible benefits like improved response times, reduced handle times, and increased agent satisfaction, the airline sees a promising future with AI-driven solutions. The success story of United Airlines highlights the transformative power of Cresta's Agent Assist in revolutionizing customer service practices.

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Elevating Business Innovation with Ethical Intelligence at Cresta

Responsible AI at Cresta: A Commitment to Ethical Innovation

At Cresta, ethical AI is not just a buzzword but a fundamental principle guiding our approach to developing transformative business solutions. With a formal ISO 42001 certification, our dedication to ethical AI practices is evident. We prioritize trust, transparency, and the ethical use of AI to shape a more human-centric future.

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