EdgeTier

Unlock actionable insights from your customer conversations

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Description

EdgeTier offers a comprehensive conversational intelligence platform designed to help businesses leverage their customer interactions for a competitive advantage. By employing Artificial Intelligence, the system analyzes every customer and agent message in real-time across various channels like chat, email, and surveys. This allows support teams to gain deep insights into customer sentiment, identify the root causes of issues, and understand key trends influencing metrics such as CSAT and agent handling times.

The platform focuses on automating the analysis process, freeing up teams from manual review to focus on strategic improvements. It provides tools for real-time anomaly detection to catch emerging problems quickly, AI-powered quality assurance to monitor agent performance and facilitate targeted coaching, and AI assistance to help agents handle interactions more efficiently. EdgeTier aims to enhance overall customer service quality and operational effectiveness by providing actionable intelligence derived directly from customer conversations.

Key Features

Real-time Anomaly Detection: Sonar scans conversations 24/7, identifies unusual patterns, and alerts teams to emerging issues.
AI-Powered Tagging & Reporting: Index automatically tags and summarizes interactions to understand contact reasons and sentiment across languages.
AI-Driven Agent QA & Coaching: Coach monitors 100% of conversations for quality issues and performance gaps, facilitating targeted feedback.
AI Agent Assistance: Assist reduces handling time with response suggestions, task automation, and real-time customer context.
Seamless Platform Integration: Connects easily with major customer service platforms like Salesforce, Zendesk, LivePerson etc.
Multilingual Analysis: Understands customer interactions regardless of language.

Use Cases

Proactively identifying and resolving emerging customer issues.
Understanding drivers of customer contact and frustration.
Automating conversation analysis to replace manual work.
Improving agent performance and training efficiency through targeted coaching.
Reducing agent handling time and increasing support efficiency.
Monitoring responsible gaming conversations in iGaming.
Improving CSAT and online review scores.
Providing evidence-based insights for business decisions.

Frequently Asked Questions

Is EdgeTier suitable for us?

EdgeTier partners with various businesses in retail, travel, iGaming, and utilities. These companies have customer service teams ranging from 25 to 250 agents who interact with customers through chat and messaging. They usually deal with high volumes of customer inquiries in a B2C setting, often in multiple languages.

Who is behind EdgeTier?

EdgeTier is an AI company based in Dublin Ireland. Founded by Shane Lynn PhD, Bart Lehane PhD, and Ciarán Tobin in 2017, the company builds products that help customer centric organisations access and use the insights contained within their customer conversations. With backgrounds in software engineering, machine learning, and technology entrepreneurship, the founders have built a company that now serves B2C companies operating in travel, igaming, retail, and government sectors through Europe and the Americas.

What is EdgeTier Sonar?

The EdgeTier Sonar system watches what is going on in your contact centre. Our AI learns about ‘normality’ within your contact centre; how your customers phrase things, words and the language they use. By understanding what normal looks like, it brings to light the hidden opportunities and risks buried within the details of individual conversations, alerting you to issues.

What is EdgeTier Index?

EdgeTier’s Index is a tool designed to extract key insights from customer service interactions, providing a concise snapshot of information. It helps users quickly understand and analyse large volumes of text, calls, surveys and tickets, providing fast and detailed insights from every customer interaction.

Will EdgeTier work with our customer service platform?

EdgeTier seamlessly integrates with almost every customer service platform (including Salesforce, Zendesk, Freshdesk, Intercom, LivePerson, LiveAgent etc).