Support Team Uses Cresta AI to Coach New Agents Live and Ease Senior Rep Load
Glittering_Kiwi9694 · reddit · 2026-09-03
A support team lead shares early results from testing Cresta's real-time call assistance: new agents spend less time searching docs, senior reps get pulled into fewer basic questions, and the team gains visibility into where rookies get stuck. The author cautions that complex cases still need humans and that poorly rolled out real-time guidance can feel like surveillance — for now it's positioned as a safety net, not a training replacement.
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