ping_wu

Today we're launching @cresta Deputy Agent: a long-running AI agent that automates the workflows behind customer experience and carries each one through to completion.

One customer request can span teams, systems, and weeks of work. Data is re-entered, approvals are chased, and progress updates depend on someone checking in. Without end-to-end ownership, every handoff becomes a potential source of delay, cost, and risk.

Deputy automates it from start to finish:

1️⃣ It runs as long as the work does. It tracks what's done, what's missing and what comes next, maintains progress through every pause, and resumes the moment the next input arrives.

2️⃣ It adapts. It uses real-time customer context, plus records, business rules and SOPs, to decide the next step.

3️⃣ People stay in control. The business decides what Deputy can do on its own and what needs approval. Every action is visible and auditable.

This is the next step in the evolution of the AI operating system for customer experience.

For the first time, businesses get continuity across the whole workflow, with one agent owning the full process.

Today, we’re introducing @cresta Sentry-0.1, a personal AI agents detection model.

Cresta customers saw personal AI agent traffic spike more than 80x in September. With more consumers using these agents to make calls on their behalf, businesses need to rethink how much demand to expect and how to respond.

We built our Sentry model into Cresta’s AI operating system, alongside the intelligence, guidance, and automation already powering customer interactions. In early customer usage, these have looked like:

—Using indirect language like “the account” instead of “me” or “I”
—Stating limits like “I can’t click the link you shared”
—Combining multiple requests into one statement like “please confirm when it’ll be in stock, and let me know if shipping is free”

When Sentry recognizes a personal agent, Cresta AI Agents can follow your business’s policy for what personal agents can and can’t do. Furthermore, Cresta can guide your human representatives to receive relevant authentication and policy guidance. Plus, CX leaders can analyze tagged conversations in Cresta Insights and Cresta AI Analyst to understand what’s driving these calls and identify where policies or customer experiences need to change.

Super exciting time. A lot more to come from us in this space. Stay tuned!

I’m excited to share that @cresta is partnering with @comcast to transform the customer experience for Xfinity and Comcast Business customers.

Comcast uses Cresta to automate and augment the customer experience across voice and chat for sales, retention, and care. With Conversation Intelligence analyzing 100% of calls, each conversation makes the next one better.

For a Fortune 50 company like Comcast, that’s a powerful opportunity to transform customer experience at scale, bringing better service to millions of people.

Thank you to the Comcast team for the partnership! We’re excited for the work ahead.

We've been working with Anthropic to put years of CX engineering experience into the hands of more teams through Conductor, our agent-building agent.

Building production-ready AI agents takes judgment: which context matters, where a conversation can stay flexible, and which business rules must be enforced every time. We've built that judgment through real customer deployments, and Conductor helps teams apply it without starting from scratch.

The Claude Agent SDK handles the core development work: gathering context, using tools, and writing and running code. That frees our engineers to bring in business context from across the Cresta platform, including conversation intelligence, CX workflows, evaluations, and production feedback, throughout the agent development cycle.

In early use across Cresta, our customers and partners, Conductor has cut initial deployment time roughly in half. But the first build is only about 20% of the work. The rest is testing, optimization, and continuous improvement, and that's where we want each deployment's lessons to make the next agent better.

Link in 🧵 to the blogs.

On the heels of Muse, Instinct, and other personal agents, lots of CX leaders have been asking us the same question...

What happens to the contact center when the caller is an AI agent and not a person?

I've written up my full thoughts below. x.com/i/article/2106…