Cresta’s Automation Discovery: Spotting AI Takeovers in Customer Chats

New Feature / Update: Cresta Automation Discovery

What is it?

Cresta dropped this tool on 2 December 2025. It listens to all your customer service chats and calls, then flags exactly which ones an AI agent could handle instead. No guesswork. It even sketches out how to set up the agent, step by step, so it slots right into your flow.[4]

Why does it matter?

Take a call centre manager drowning in repeat queries about order status. This tool scans transcripts, picks the rote stuff like “where’s my package?”, and hands you a ready AI script. Suddenly, agents focus on tricky complaints, not basics. Saves hours weekly.

Or picture a small online store owner during holidays. It spots patterns in Shopify-linked chats, automates stock checks and refunds. One owner mentioned it cut admin grind, let them hire more staff instead of burning out.[4]

Practical as a flat white on a Monday. Real tasks get easier.