Cresta and Cartesia: Powering the Next Generation of Voice Virtual Agents
"Using Cartesia's generative voice API, Sonic, we’ve strengthened Cresta AI Agent to move beyond rigid scripts and towards delivering empathetic, human-like conversations that accurately represent customer brands and their commitment to excellent customer service. Sonic empowers Cresta AI Agent to resolve complex issues effortlessly, helping our customers gain real value from their AI investment and significantly improve their NPS and CSAT scores."
Tim Shi, Co-Founder & Chief Technology Officer at Cresta
About the company
Cresta is a leader in AI-powered solutions for contact centers, offering a unified platform that combines both human agent augmentation and virtual agent automation. Their expertise lies in analyzing customer conversations to identify the behaviors and patterns that drive successful outcomes. Through their core products—Conversation Intelligence and Agent Assist—Cresta has established a robust foundation for transforming customer service operations.
For years, contact centers have faced a difficult choice between cost efficiency and exceptional customer service. Cresta's platform eliminates this trade-off by providing AI solutions that both reduce costs and enhance the customer experience simultaneously.
Introduction
Cresta's latest innovation, the AI Agent, represents a significant advancement in contact center automation. Unlike traditional virtual agents that struggle with complex customer needs or purely generative AI agents prone to hallucinations, Cresta's AI Agent employs an LLM-native hybrid architecture that combines large language models with structured business logic.
By integrating Cartesia's cutting-edge voice AI technology, Cresta AI Agent delivers:
Natural, human-like conversations with superior voice quality and expressiveness
Precise transcript following ensuring numbers, currencies, and dates are pronounced correctly during complex transactions
Enterprise-grade reliability with 99.9% uptime and the fastest p90 latency worldwide, even with thousands of concurrent calls at peak times
Complex, multi-step workflow management powered by advanced voice understanding
Seamless conversation handling including interruptions and multi-turn dialogues
Emotional intelligence through voice tone and cadence detection
This partnership addresses a crucial market need, as voice remains the dominant channel for customer interactions at over 70% of all contact center communications. While many competitors focus exclusively on chat automation, Cresta with Cartesia's voice technology is transforming the most important customer touchpoint.
The Solution
Check out this fun demo where two Cresta team members try their best to trip up their AI Agent! Watch as they throw curveballs that would leave traditional voice bots stumbling. Thanks to Cartesia's voice technology, the AI Agent handles it all with surprising ease.
The results
Brinks Home recently deployed the AI Agent solution and has seen promising results. As Veronica Moturi, SVP of Customer Experience at Brinks Home, explains:
"Our voice AI Agent guides customers through complex, multi-step troubleshooting scenarios, and the positive feedback from these customers has been eye-opening. Additionally, our agents love working with it. It enhances their efficiency, improves customer satisfaction scores, and ensures a smooth transfer experience when escalation is necessary. We've been able to significantly improve our issue resolution rates and elevate the overall customer experience simultaneously."
More than just a tool for automation, AI Agent is reshaping customer interactions on both sides of the conversation. Agents appreciate how the technology eliminates mundane tasks like authentication and call summarization, allowing them to focus on high-value work. By seamlessly handing off calls with full contextual summaries, AI Agent ensures that every interaction remains smooth and frustration-free for both customers and human agents.
Read Cresta’s full Brinks Home case study here. Learn how this powerful combination of technologies can help your business automate more conversations, delight your customers, and drive better outcomes.
"While most companies were struggling with rigid, robotic voice agents, Cresta recognized that the future demanded something fundamentally different. They understood that truly effective voice automation requires both conversational intelligence and emotional resonance—exactly what our Sonic technology was designed to deliver. We’re excited to partner with them on transforming contact centers into a strategic advantage for enterprises.”
Karan Goel, CEO, Cartesia
What our customers say
Join the growing list of companies opting for Sonic.
"We're thrilled to partner with Cartesia - their technology has dramatically improved the accuracy and reliability of our call center agents. Beyond just providing best-in-class voice AI, the Cartesia team has been a true partner in helping us transform 24/7 patient support for over 215,000 patients. Their support has been instrumental in making exceptional care accessible anytime, anywhere."
Jeffrey Liu, Founder and co-CEO, Assort Health
"At Carbon Health, we were handling 30,000 calls per day, with support costs consuming a significant part of revenue. When we discovered Cartesia during their stealth launch, I immediately saw the potential to build what we always wished we had - a conversational AI solution that could handle patient conversations in channels that traditionally required human staff. Looking at their early progress, I thought: if they built this in a few weeks, I can't wait to see day 365 and beyond."
Alex Cohen, Co-Founder and CEO, Hello Patient
"For a product like ours, every additional millisecond of latency matters because it directly correlates to patients hanging up. One dropped call is upwards of $5,000 in potential revenue for our practices. We knew we had to switch to Cartesia as our main provider when we saw that it was more than twice as fast as our existing one and the immediate impact to our customers' bottom line."
Abdul Jamjoom, Co-founder, Arini
