Cresta launches Journey Intelligence to predict why customers will contact a business next

Nov 12, 2026
The customer service AI company links calls, chats and other contacts into one history per customer, which its AI agents and human agents can use before a conversation starts.

Cresta, which sells AI for customer service teams, has launched Journey Intelligence, a product that links a customer's calls, chats and other contacts into one history, according to a press release.

A new Journey Insights view shows each customer's sequence of contacts with the reasons, outcomes and a predicted satisfaction score for each. It analyses callbacks to find why customers keep calling about the same issue, and predicts what each customer is likely to contact the business about next. Cresta says it is the first product on the market to predict a customer's next contact.

The same history feeds Cresta's AI agents, so a home security customer who has called several times about false alarms can be taken straight to adjusting sensor sensitivity, and gives human agents a summary of the caller's past contacts before they pick up. "Journey Intelligence gathers all the context across a customer's history," said CEO Ping Wu.

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