Now Detecting Empathy: Sentiment Analysis for Customer Support That Captures the Human Side
In customer support, technical accuracy and quick resolution will always matter. But what makes the real difference—what your customers actually
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EdgeTier Conversation Intelligence Library
Learn more about EdgeTier products, customer service best practices, and discovery how customer service automation and AI can give your contact centre the competitive edge.
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Spotlight What Matters Most in Your Customer Conversations
Spotlight Summaries are here to shine a light on key trends in your conversations. This new feature analyses multiple interactions
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Fixing Confusion: Elevating emotion detection for smarter customer support
We’ve just added confusion detection to our emotion analysis tools. Now, you can easily spot when customers are confused, allowing
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What’s New at EdgeTier: Anomaly detection summaries & agent QA wrapped for 2024
Discover how EdgeTier’s latest AI-powered updates can optimise your contact centre, including anomaly detection summaries, agent QA, and custom charts.
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What is Good Customer Service?
We all know that good customer service is important, but what does good customer service actually mean? In this post
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Where and Why to apply AI in your contact centre
The world of Artificial Intelligence is broad and complex, and definitely difficult to penetrate for the uninitiated. The most commonly
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Using AI to Label Contact Centre Contacts and Surveys
Text classification techniques can be used by contact centres to enhance reporting, improve auto responses, and reduce agent handling times.
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Analyse Customer Sentiment on Zendesk Ticket Comments
Customer sentiment analysis involves discovering customer attitudes towards products and brands. We are going to perform sentiment analysis on comments
