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Cresta Launches Training Simulator, Using AI Agents to Provide Dynamic Training to Human Agents

prnewswire.com
UAL United Airlines is mentioned as a customer of Cresta, indicating they use Cresta's AI platform for customer experience, but the article does not provide specific sentiment about United Airlines' performance or prospects. MAR Marriott International is mentioned as a customer of Cresta, indicating they use Cresta's AI platform for customer experience, but the article does not provide specific sentiment about Marriott International's performance or prospects.

Cresta Launches Training Simulator, Using AI Agents to Provide Dynamic Training to Human Agents Simulated customers powered by Cresta's AI Agent technology let agents practice conversations grounded in real conversation data to decrease onboarding time, improve employee retention, and increase agent performance.

SUNNYVALE, Calif., July 9, 2026 /PRNewswire/ -- Cresta, the leading customer experience AI platform, today announced the launch of Cresta Training Simulator, an agentic training product for human agents that replaces scripted role-play with live, adaptive simulations using AI agents. Training Simulator generates simulated customers based on a company's actual customer conversations. These simulated customers respond dynamically in real time to exactly what the human agent says, push back, show emotion, and escalate when answers fall short.

"The hardest conversations an agent has are the ones that move the business: the sales call, the retention save, the upsell in a service call. Practice for those used to be scarce, gated behind a supervisor's calendar. Training Simulator uses AI agents to play the customer, which makes that practice abundant. Every agent can run a hard conversation anytime, as many times as it takes to get it right," said Ping Wu, CEO of Cresta. "A scripted module trains everyone the same way. Real agents don't fail the same way. Training Simulator, in the same platform as QA and Coaching, enables truly personalized and adaptive training. It targets exactly where an agent is weak, the behaviors they miss, the knowledge gaps they show."

Customer experience leaders face persistent challenges with high agent turnover, performance gaps between new and tenured agents, and inefficient onboarding and training. Without a way to provide realistic practice for agents before they face a live customer call, agents risk making avoidable mistakes when it matters most. Training Simulator is designed to solve these problems.

By providing dynamic, realistic conversation simulations in the training environment, Training Simulator accelerates agent ramp time and speed to proficiency, lowers training costs, and boosts agent performance and compliance.

Key capabilities include:

Training Simulator impacts the entire training lifecycle to maximize the investment organizations make in every agent. It enhances onboarding, upskilling, and remedial coaching, ensuring that every agent, regardless of tenure, is fully enabled and ready to perform.

Wu added, "Every live conversation an agent has before they're ready is a customer experience you can't get back. Training Simulator lets agents learn in a realistic, safe environment so they're ready when it really counts."

Learn more about Training Simulator.

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. Learn more at Cresta.com.

SOURCE Cresta