Cresta is launching Deputy Agent, a tool that follows up on refunds and disputes for weeks after a customer call has ended

The contact centre specialist has introduced a ‘long-term’ agent capable of putting a case on hold whilst awaiting a document, and then resuming it independently, subject to human approval.

Cresta, an AI solution editor for customer relations centres, presented on October 13, 2026 Deputy Agent, an agent designed for back office work that follows a conversation: processing refunds, contesting transactions or appealing against a refusal of insurance. Where conventional assistants stop when the client hangs up, Deputyy runs these procedures to their end, even if they extend over days or weeks.

Automatic pause and resumption

When a file is awaiting a supporting document or approval, the officer will maintain his or her status and automatically resume as soon as the information arrives. Teams can follow ongoing procedures, validate sensitive actions, intervene at any time, and consult an audit log outlining each decision.

Deputy complements Cresta's two existing products, one focused on AI conversations and the other on assistance to human advisors. Aqua Finance and Sunbit finance companies are among the first customers cited; Cresta did not provide a date of general availability or performance.