EdgeTier
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About
EdgeTier is a customer conversation analytics platform that helps customer service teams improve customer experience. It uses AI to scan and analyze customer and agent messages in real-time, detect emerging trends, improve agent performance, and track customer frustration and satisfaction. EdgeTier integrates with major customer service platforms and offers features like anomaly detection, AI-powered tagging, and agent quality assurance.
Platform
Features
• conversational intelligence
• anomaly detection
• real-time anomaly detection
• customer insights
• ai monitors all agent messages
• ai platform tags and summarises customer interactions
• chat & email handling
• agent qa & coaching
FAQs
What is EdgeTier?
EdgeTier’s Artificial Intelligence (AI) technology scans and analyses every single customer and agent message in real-time, allowing teams to react to customer issues as they emerge, typically before anybody has even noticed there is an issue.
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.
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.
What is EdgeTier Sonar?
The EdgeTier Sonar system watches what is going on, so that you don’t have to. Our AI learns about ‘normality’ within your contact centre; how your customers phrase things, words and the language they use.
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
What is EdgeTier Coach?
EdgeTier’s AI monitors all agent messages to detect the things important to your customer service team. Detect off-brand language, banned words or phrases, spelling and grammatical errors, excessive template usage, generation of repeat contacts
What is EdgeTier Assist?
EdgeTier Assist specialises in improving agent contact centre performance by sending messages to the right agent automatically, retrieving helpful customer information for agents and automated wrap up processes after chats.
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).
Job Opportunities
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