EdgeTier was founded with a clear vision to build cutting-edge artificial intelligence applications that move contact centres into a new era of efficiency and performance. We don’t believe that a single customer care organisation in the future will be able to compete without using assisted or automated decision making, powered by AI and machine learning. 

EdgeTier began as a boutique machine learning consultancy company wholly focussed on the customer care industry. We analysed tens of millions of real-life customer queries while working with customer care teams across a diverse range of industries such as travel, insurance, banking, utilities, financial services and energy. We saw first-hand the common issues that these teams face; customer service agents spending their time battling against software rather than helping customers, managers making decisions based on limited or no data, and directors being oversold on the capabilities of bots that ended up frustrating their customers. 

The EdgeTier team realised that the true power of AI / machine learning in customer care is not in pushing customers away, but in building software that works for customer care organisations, allowing them to deliver higher-quality and more personalised care that their customers will love, while also reducing the cost to serve those customers.

EdgeTier’s multi-award-winning Arthur product is a revolutionary product for customer care organisations.