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Cresta launches Deputy Agent: an AI Agent that keeps working long after the customer hangs up. Business · OCT 13, 2026 PR Newswire New long-running AI agent automates work across customer interactions and back-office operations, executing workflows across systems and teams for as long... New long-running AI agent automates work across customer interactions and back-office operations, executing workflows across systems and teams for as long as it takes to get the job done. SUNNYVALE, Calif., Oct. 13, 2026 /PRNewswire/ - Cresta, the AI operating system for customer experience, today launched Deputy Agent, a long-running agent that automates the behind-the-scenes work it takes to serve the customer. Deputy handles operational workflows from start to finish to complete back-office processes and resolve customer requests, increasing speed and accuracy while reducing errors and costs. From refund requests, to transaction disputes, to insurance claim appeals, many of the most important customer experience matters take days or weeks of work across systems and teams to resolve. Deputy Agent is purpose-built for these processes. "Customers only see the work that happens during the conversation, but the results that matter to them are achieved behind the scenes," said Ping Wu, CEO of Cresta. "Deputy Agent takes on that work. It picks up where the conversation leaves off and carries each workflow through to completion, while human and AI agents move on to the next customer. For years, AI in customer experience centers has focused on the conversation. Deputy brings that same intelligence to everything that happens outside of it." Too often, employees are left gathering information, chasing updates, and keeping processes moving. Deputy Agent takes on the work across conversations and in between, carrying context forward and gathering new information along the way. When work has to wait for documents or approval, Deputy preserves each workflow's progress, then picks up where it left off and continues until the job is complete. What our customers have to say "Aqua Finance's goal is to create an operation that's simpler, faster, and better," said Dan Greer, SVP of Servicing Operations for Aqua Finance. "With Deputy Agent, we see an opportunity to simplify refund processing, reduce manual work and costs, and bring more of that process in-house with greater visibility and control. For us, success is more than a faster transaction. It's a more predictable process and a better experience for our customers and employees." "Sunbit is committed to delivering a better financial experience to every customer," said Katey May, VP of Customer Success at Sunbit. "Our customer care team is routinely recognized for its professionalism and positive impact on customer experience. Cresta already enables us to simplify workflows, so employees spend less time on templates and documentation and more time helping customers. What excites me about Deputy Agent is that it keeps our customer care team focused on resolving issues favorably, while further automating processes that don't require a human touch." Built for the full scope of customer operations Deputy brings together connected conversations, persistent work, and informed oversight to automate customer operations from start to finish. * Orchestration across conversations and systems: Cresta supports human-led conversations through Agentic Assist and AI-led conversations through Cresta AI Agent. Deputy connects those conversations and the operational work that surrounds them. A workflow can start during a live call, come from a handoff, or begin when a document or request enters a back-office queue. It can span multiple conversations and the steps in between, or run without a customer interaction at all. * See complex work through, however long it takes: Deputy is built to stay with a workflow until its goal is reached, whether that takes a few seconds or several weeks. It keeps track of what's done, what's missing, and what needs to happen next. When work has to wait for a document, a response, or approval, Deputy saves its progress and picks up when the information or decision arrives. * Customer context guides the work: Deputy uses Cresta's real-time understanding of what customers are saying and trying to accomplish to recognize when a workflow should start and capture the details needed to act. It brings that information together with customer records, business rules, and standard operating procedures to determine what happens next. As new responses, documents, or decisions come in, Deputy builds on what it already knows and adjusts the next steps. * Gain control and operational oversight: Teams can see which workflows are running, what step they're on, what actions have been taken, and where someone needs to step in. An audit trail records actions and approvals so teams can follow how a request was handled. If an integration between systems is broken, Deputy detects the disconnect and flags it so it can be fixed. The business decides what Deputy can do on its own, what needs approval, and who can intervene. When a decision is needed, Deputy brings together the case details, supporting evidence, and reason for review so the person doesn't have to search across systems. Wu added: "The initial conversation is only the tip of the iceberg of customer experience work. With Deputy, enterprises can finally leverage AI to do everything that sits below the surface, across every team and system, and carry it through to completion." About Cresta: Cresta is the AI operating system for customer experience, where human and AI agents work together to power the entire customer lifecycle. Cresta automates conversations and back-office processes, augments human work, and puts insight into action, so each conversation makes the next one better. Companies like United Airlines, CVS Health, and Marriott use Cresta to turn every interaction into a competitive advantage. Learn more at Cresta.com. SOURCE Cresta Published by News Desk · WeeklyReviewer The WeeklyReviewer news desk monitors breaking developments around the clock - sourcing, verifying, and publishing real-time industry news across business, technology, politics, science, sports, and world affairs. Every story that comes through the Live Wire is reviewed for accuracy before publication, keeping our readers ahead of the curve without the noise.

Cresta launches Deputy Agent: an AI Agent that keeps working long after the customer hangs up. New long-running AI agent automates work across customer interactions and back-office operations, executing workflows across systems and teams for as long as it takes to get the job done. October 13, 2026 Cresta, the AI operating system for customer experience, today launched Deputy Agent, a long-running agent that automates the behind-the-scenes work it takes to serve the customer. Deputy handles operational workflows from start to finish to complete back-office processes and resolve customer requests, increasing speed and accuracy while reducing errors and costs. From refund requests, to transaction disputes, to insurance claim appeals, many of the most important customer experience matters take days or weeks of work across systems and teams to resolve. Deputy Agent is purpose-built for these processes. "Customers only see the work that happens during the conversation, but the results that matter to them are achieved behind the scenes," said Ping Wu, CEO of Cresta. "Deputy Agent takes on that work. It picks up where the conversation leaves off and carries each workflow through to completion, while human and AI agents move on to the next customer. For years, AI in customer experience centers has focused on the conversation. Deputy brings that same intelligence to everything that happens outside of it." Too often, employees are left gathering information, chasing updates, and keeping processes moving. Deputy Agent takes on the work across conversations and in between, carrying context forward and gathering new information along the way. When work has to wait for documents or approval, Deputy preserves each workflow's progress, then picks up where it left off and continues until the job is complete. What its customers have to say. "Aqua Finance's goal is to create an operation that's simpler, faster, and better," said Dan Greer, SVP of Servicing Operations for Aqua Finance. "With Deputy Agent, we see an opportunity to simplify refund processing, reduce manual work and costs, and bring more of that process in-house with greater visibility and control. For us, success is more than a faster transaction. It's a more predictable process and a better experience for our customers and employees." "Sunbit is committed to delivering a better financial experience to every customer," said Katey May, VP of Customer Success at Sunbit. "Our customer care team is routinely recognized for its professionalism and positive impact on customer experience. Cresta already enables us to simplify workflows, so employees spend less time on templates and documentation and more time helping customers. What excites me about Deputy Agent is that it keeps our customer care team focused on resolving issues favorably, while further automating processes that don't require a human touch." Built for the full scope of customer operations. Deputy brings together connected conversations, persistent work, and informed oversight to automate customer operations from start to finish. * Orchestration across conversations and systems: Cresta supports human-led conversations through Agentic Assist and AI-led conversations through Cresta AI Agent. Deputy connects those conversations and the operational work that surrounds them. A workflow can start during a live call, come from a handoff, or begin when a document or request enters a back-office queue. It can span multiple conversations and the steps in between, or run without a customer interaction at all. * See complex work through, however long it takes: Deputy is built to stay with a workflow until its goal is reached, whether that takes a few seconds or several weeks. It keeps track of what's done, what's missing, and what needs to happen next. When work has to wait for a document, a response, or approval, Deputy saves its progress and picks up when the information or decision arrives. * Customer context guides the work: Deputy uses Cresta's real-time understanding of what customers are saying and trying to accomplish to recognize when a workflow should start and capture the details needed to act. It brings that information together with customer records, business rules, and standard operating procedures to determine what happens next. As new responses, documents, or decisions come in, Deputy builds on what it already knows and adjusts the next steps. * Gain control and operational oversight: Teams can see which workflows are running, what step they're on, what actions have been taken, and where someone needs to step in. An audit trail records actions and approvals so teams can follow how a request was handled. If an integration between systems is broken, Deputy detects the disconnect and flags it so it can be fixed. The business decides what Deputy can do on its own, what needs approval, and who can intervene. When a decision is needed, Deputy brings together the case details, supporting evidence, and reason for review so the person doesn't have to search across systems. Wu added: "The initial conversation is only the tip of the iceberg of customer experience work. With Deputy, enterprises can finally leverage AI to do everything that sits below the surface, across every team and system, and carry it through to completion."

Firstsource and Cresta partner to accelerate ai-powered customer experience transformation. Aug 11, 2026, 09:22 ET MUMBAI, India and SUNNYVALE, Calif., Aug. 11, 2026 /PRNewswire/ - Firstsource Solutions Limited (NSE: FSL) (BSE: 532809), a global intelligence partner and an RP-Sanjiv Goenka Group company, today announced a strategic partnership with Cresta, the leading customer experience AI platform, to deliver an integrated AI technology solution for enterprise customer experience transformation. The partnership combines Cresta's unified AI platform with Firstsource's domain-driven systems integration, outcome measurement frameworks, and operational AI expertise, enabling enterprises to deploy, scale, and continuously optimize AI at production speed and accountability. This partnership has two key components. Cresta's customer experience AI platform delivers cutting-edge AI agents, agentic AI augmentation for human agents, and comprehensive conversation intelligence to improve the customer experience with every conversation. Firstsource brings domain-driven systems integration, outcome measurement technology, and production-scale operations, creating an integrated AI capability that enterprises can deploy, measure, and continuously optimize. Together, they close the gap between technology capability and business outcomes, enabling rapid deployment with built-in accountability. To operationalize this partnership, Firstsource has established a dedicated AI Center of Excellence that serves as the integration engine for Cresta + Firstsource deployments. "Intelligence That Operates isn't a tagline, it's a technology thesis. AI models only succeed inside the right environment - sensors that see how work actually happens, organizational context that understands the why behind every action, and a domain harness that encodes what good looks like. Those are the layers of Kairos, our operating system for AI-native operations, and they are what we bring to this partnership, along with the integration capability to wire them into the systems enterprises already run. That's a technology partnership, not a service layer. Cresta has built exceptional AI technology for real-time customer engagement. Together we're co-engineering a production-ready AI solution enterprises can deploy with confidence. That's what we're bringing to Cresta, and that's what clients are increasingly demanding: partners who own the outcome, not just implement the technology," said Ashish Chawla, Head, CX and Consulting, Firstsource. "Firstsource is one of the world's leading providers of customer experience transformation expertise," said Alex Cramer, Chief Revenue Officer of Cresta. "As enterprises implement agentic customer experience technology, this partnership will deliver both the AI platform and the implementation strategy that companies need to enhance every customer interaction. We're excited to partner with Firstsource to deliver CX AI transformation to companies around the globe." Firstsource and Cresta will enable enterprises in the US, UK, Australia, and the Middle East to elevate their customer experience through a partnership that delivers cutting-edge technology and deep operational expertise in a single solution. About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL) (BSE: 532809), is a global intelligence partner to enterprises across healthcare, banking and financial services, communications, media, technology, retail, and utilities. Its inch-wide, mile-deep practitioners work collaboratively to reimagine business process management. With operations across the US, UK, India, Philippines, Mexico, Romania, Trinidad & Tobago, South Africa, and Australia, Firstsource combines over twenty-five years of domain expertise with an agent-first delivery model to design, build, and operate intelligent enterprise operations. Through its Intelligence That Operates promise - powered by Kairos, the operating system that makes it real - the company unifies consulting, implementation, and operations into a single full-stack engagement and underwrites outcomes, not effort, turning deep domain intelligence into a compounding operational advantage for the world's most regulated industries. (www.firstsource.com) About Cresta Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta's unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. Companies like United Airlines, Cox Communications, and Marriott use Cresta to power world-class customer experiences every day. (https://cresta.com/) SOURCE Firstsource