Cresta has launched Cresta Knowledge Agent, an AI assistant designed to give contact center agents real-time answers while they work.
The company claims that the tool reduces the ‘toggle-tax’ created by switching between systems during live customer conversations.
Cresta says Knowledge Agent listens to the conversation and uses on-screen context in the browser to determine what guidance an agent needs. The product then surfaces answers alongside cited sources without requiring an agent to type a prompt.
The launch follows a broader industry push toward agent assist that feels less like a separate search box and more like in-the-moment guidance. Cresta frames Knowledge Agent as proactive support that reduces the time agents spend hunting for information.
Cresta CEO Ping Wu, CEO at Cresta said the company built Knowledge Agent to remove friction from the agent workflow:
“Contact center agents have a hard job. They’re constantly juggling multiple tools to find the information they need, all while speaking to the customer at the same time.”
How Cresta Wants To Reduce Tab Switching
Knowledge Agent is designed to run as a persistent sidebar in the browser. The company says it stays available as agents move between tabs and tools.
This approach targets a familiar operational issue. Agents often have to navigate a CRM, billing tools, and internal knowledge content at the same time. That constant switching can slow resolution and increase cognitive load.
The vendor believes that the sidebar experience will help agents stay focused on the customer. It also positions the tool as an always-on layer that supports the agent across systems.
Cresta says Knowledge Agent uses ambient listening in the browser to identify relevant moments in a conversation. It then delivers answers and includes citations back to knowledge sources.
The product also uses ‘Context Fields’ to incorporate information visible in the agent’s workflow. Listing examples such as account status, order history, and loyalty tier.
Wu described the product as a background layer that handles searching for the agent.
“Knowledge Agent is a second brain for contact center agents. It hears what they hear and sees what they see, handling all of the searching for them and giving them the answers they need, right when they need them.”
What This Could Mean For Hold Time And Transfers
Cresta says Knowledge Agent can help reduce hold time and transfers by helping agents address a wider range of issues in the moment. The company argues that better in-workflow guidance can help generalist agents resolve more interactions without escalation.
Wu said Cresta expects the tool to expand what generalists can handle on a call.
“With Knowledge Agent, generalists can handle a wider range of issues without transferring the customer or putting them on hold,”
Cresta did not include pricing details in the announcement. Cresta also referenced United Airlines, Cox Communications, and NRG as companies that use Cresta. The release did not explicitly state those organizations are using Knowledge Agent.
The Bigger Bet On Workflow-First Agent Assist
Most teams already know the root problem. Agents do not lack intent. They lack time and clean paths to information.
Cresta’s framing puts the workflow at the center. If knowledge stays trapped behind extra clicks, the agent still pays the cost. If knowledge shows up in the same place the agent works, the customer may feel the difference in seconds.
If this model holds, the next wave of contact center improvement may come from removing tiny frictions at scale. That is where productivity, quality, and experience start to rise together.
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