Money 20/20 USA: Cresta CEO Ping Wu on when AI agents call your bank
Floor Talk
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9m 6s
You can’t assume the caller on the other end of the line is human anymore. Ping Wu, CEO of Cresta, sits down with JD Durkin at Money 20/20 USA in Las Vegas to explain how personal AI agents like Meta’s Muse are starting to call businesses on behalf of customers, and what companies need to do about it. Wu shares how Cresta, the AI operating system for customer experience behind brands like United Airlines, Comcast and Marriott, built Sentry to detect whether a caller is a person or an AI agent, which agent it is and whether it has disclosed itself, so businesses can set clear rules for each. He also explains Cresta’s new Deputy Agent, which keeps working after you hang up by taking on the manual back office tasks that follow a call. And he makes the case that AI and human workers aren’t an either or choice, with people still handling sensitive conversations and AI learning from their expertise over time.
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