u/Away_Description9469

I've been looking into AI agents for customer support and wanted to hear how they're working out for teams that use them. Came across Cresta while checking out different platforms, it looks interesting since it can handle customer calls and chats with AI while also helping human reps during live conversations. I like the idea of using AI to support agents rather than trying to replace them. But I'm curious how this works in practice can these AI agents handle more complex issues or do customers still end up getting transferred to a human most of the time?