Customer support · Production

Propel Holdings scales contact center with Cresta AI, achieving 58% chat containment and 50% reduction in after-call work

The problem

Propel Holdings faced pressure to maintain exceptional service as contact volumes rose without adding headcount proportionally. Agents spent significant effort on manual documentation, navigating systems, and searching for information. Collections operations required deeper customer insight in a regulated financial services environment.

Workflow diagram · grounded in source
1
Customer contact via voice or chat
trigger
“manage rising volume and complexity across voice and chat”
2
AI Agent handles routine inquiries
ai_action
“AI Agent for Chat: Handles routine questions and resolves common issues, transferring complex cases to live agents when needed.”
3
Complex cases routed to live agents
routing
“transferring complex cases to live agents when needed”
4
Agent Assist guides live agents
ai_action
“Agent Assist: Delivers real-time behavioral guidance with best practices, automated suggestions, and AI-generated summaries, reducing repetitive tasks and giving agents more time to focus on customers while ensuring consistent, high-qual…”
5
Conversation Intelligence monitors all interactions
ai_action
“Conversation Intelligence: Provides full visibility into all customer interactions, allowing Propel to analyze high-volume, high-resolution conversations and rapidly identify and triage emergency trends or issues.”
6
Insights feed back into Agent Assist
feedback_loop
“Conversational Intelligence not only provided real-time guidance to agents, but also delivered continuous insights that fed back into Agent Assist for ongoing improvement.”
Reported outcome

Cresta delivered a 58% chat containment rate and reduced after-call work by 50% (from 3 minutes to 90 seconds).
Call monitoring coverage increased to 100%, and the platform supports forecasted contact volume growth of 30–40% with minimal headcount increases.

Reported metrics
Chat containment rate58%
After-call work reduction50%
After-call work durationfrom 3 minutes to 90 seconds
Forecasted contact volume growth supported30–40%
Show all 5 reported metrics
chat containment rate58%
after-call work reduction50%
after-call work durationfrom 3 minutes to 90 seconds
forecasted contact volume growth supported30–40%
call monitoring coverage100%
Reported stack
CrestaAI Agent for ChatAgent AssistConversation Intelligence
Source
https://cresta.ai/customers/propel-holdings
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Cresta delivered a 58% chat containment rate and reduced after-call work by 50% (from 3 minutes to 90 seconds).

What tools did this team use?

Cresta, AI Agent for Chat, Agent Assist, Conversation Intelligence.

What results were reported?

Chat containment rate: 58%; After-call work reduction: 50%; After-call work duration: from 3 minutes to 90 seconds; Forecasted contact volume growth supported: 30–40% (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer contact via voice or chat → AI Agent handles routine inquiries → Complex cases routed to live agents → Agent Assist guides live agents → Conversation Intelligence monitors all interactions → Insights feed back into Agent Assist.

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