TLDR: Cresta, a leader in customer experience AI, unveiled four significant product innovations at its first annual Cresta Wave conference on November 13, 2025. These new capabilities aim to empower both human and AI agents, transforming customer service by breaking language barriers with real-time translation and multilingual AI, and improving operational control through a new Agent Operations Center.
SUNNYVALE, Calif. – On November 13, 2025, Cresta, a prominent provider of AI platforms for customer experience, announced four groundbreaking innovations at its inaugural customer conference, Cresta Wave. These advancements are designed to redefine the future of customer experience centers by maximizing the potential of both human and artificial intelligence agents.
Ping Wu, CEO of Cresta, presented the new capabilities to an audience of customer and technology leaders from Fortune 500 companies, articulating a vision where ‘AI will create a superhuman customer experience workforce.’ Wu emphasized that the newly revealed solutions are set to ‘unleash the full potential of every agent, both human and AI,’ enabling enterprises to ‘serve any customer, anywhere, with unprecedented control, visibility, and operational confidence, providing a world-class experience every time.’
Among the key innovations unveiled were:
1. Breaking the Language Barrier with Real-Time Translation & Multilingual AI: This capability addresses a long-standing challenge in customer experience by allowing human agents to communicate with and understand customers in four different languages, with plans to expand to dozens more in the coming months. Furthermore, Cresta’s AI Agents now support over 30 languages across both voice and chat, significantly reducing customer frustration by ensuring service in their native language. The multilingual AI Analyst capabilities also extend to uncovering insights from conversations in more than 30 languages.
2. Empowering a Hybrid Workforce with the Agent Operations Center: This innovation introduces a new role, the AI Supervisor, designed to orchestrate every customer interaction in real-time. The Agent Operations Center serves as a unified command hub, providing businesses with enhanced control and oversight over their customer service operations.
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These innovations underscore Cresta’s commitment to combining AI and human intelligence to improve customer experience, drive revenue, and enhance efficiency across all channels. The company’s platform is utilized by major enterprises such as Alaska Airlines, Cox Communications, and Intuit to deliver world-class customer experiences daily.
