Case Study: Windstar Cruises contains 70% of chats with Cresta
Key results
The challenge
Windstar Cruises' agents spent time on routine inquiries rather than complex bookings, destination knowledge was hard to scale, and quality management relied on manual sampling with limited contact-center visibility.
The solution
Windstar deployed Cresta's AI Agent to automate routine chats, Agent Assist for real-time guidance, and Cresta Insights with automated Quality Management to score interactions and surface trends.
“If I told my agents tomorrow that we weren't going to have Agent Assist anymore, I would have a complete mutiny on my hands.”
JFJaymi FiveashSr. Director, Guest Services, Windstar Cruises
The results, in context
Windstar Cruises' virtual chat agent contained 70% of chats and the company recorded a 2% conversion increase over six months. Automated quality management also cut risk and compensation review from hours to minutes.