Cresta Contact Center AI Quiz

Answers and explanations appear as you take the quiz.

1. What is the core idea behind Cresta's approach to contact center AI?
   • Mining top performers' behaviors and coaching every agent with them in real time
   • Replacing all human agents with chatbots immediately
   • Routing calls to the cheapest available overseas center
   • Recording calls only for legal archiving
2. How does Cresta help with quality assurance compared to traditional methods?
   • It eliminates the need for any QA
   • It scores 100% of interactions instead of a small random sample
   • It only reviews calls flagged by customers
   • It scores calls once per quarter
3. What does Cresta do during a live call to assist the agent?
   • Mutes the customer when they get angry
   • Plays hold music automatically
   • Transcribes speech and pops real-time suggestions on screen
   • Sends the agent home early
4. From what research environment did Cresta originate?
   • A government defense lab
   • A telecom hardware company
   • An advertising agency
   • Stanford AI research
5. What is one way Cresta reduces agent workload after a call ends?
   • It auto-generates a call summary and disposition
   • It deletes the recording
   • It schedules a callback automatically without asking
   • It transfers the agent to a new team
6. What technical capability lets Cresta give company-specific, accurate answers?
   • Random guessing
   • Retrieval over the company's knowledge base
   • Copying answers from competitors
   • Only using a fixed script written once
7. Which customer signals does Cresta say its live agent-assist tools can detect?
   • A customer's private medical diagnosis from unrelated records
   • The agent's facial expression through the phone
   • Signals such as customer intent, churn risk, compliance moments, or revenue opportunities
   • The customer's exact future purchase with certainty
8. What type of interaction can Cresta's virtual agents handle without a human representative?
   • All complex disputes with no escalation path
   • Medical diagnoses for callers
   • Every interaction regardless of policy or customer preference
   • Routine customer conversations