In Search of customer service Excellence

The EdgeTier Team thoughts on all things customer service, artificial intelligence, and agent efficiency.

the EdgeTier Blog

On this page, we share news from EdgeTier products, our thoughts on customer service best practices, and we try to distil the world of customer service automation and AI to easily digestible and useful posts for our customers and readers.

Five Agent Assist applications for contact centres

In this article, we’re looking at agent assist approaches for customer care centres. Agent assist has become increasingly popular as a method to improve agent performance while maintaining or even improving customer service. The popularity has increased as systems have become more flexible and open with data APIs, and the accuracy of AI systems has

NLP systems use machine learning to classify text as it arrives at contact centres

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. In this post we look at how text classification works and what the best use of text classification techniques is in the customer contact centre.

chatbot ai system can deflect customers with simple queries. NLP and button based chatbots are both possible.

Contact Deflection, Chatbots, and Customer Assistance

Customer contact deflection with chatbots; it’s the quintessential example of AI for a contact centre. The instant a customer first touches your contact centre presents an opportunity for engagement with an AI system. Most often, the aim is to deflect the customer through self-service of the inbound query. Deflection is most often facilitated by interactive

EdgeTier version 5.22: Departments, email routing, skill editing

In this latest update to EdgeTier agent assist, we have added the ability to separate users into isolated teams with Departments, set up logic to perform custom email routing with Email Routing Rules and the ability to modify skills with Skill Editing. Departments Some contact centres have separate teams or departments that work independently from

AI can be used to detect frustration in customer comments on Zendesk tickets

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 from tickets in Zendesk using Python, Zenpy, and TextBlob.

WatchTower September Release: Emotions, Metrics, and Interaction Views

Do you remember, the 21st night of September? 🎶 You will have to forgive us as it’s not quite the 21st of September when we are posting this. We got pretty excited about bringing these new features to life and had to blog about it a little early. We’ve updated WatchTower at EdgeTier, here’s

customer service agent working from home

5 Ways ai is improving the life of contact center managers

5 Ways ai is improving the life of contact centers managers Contact center managers can struggle under the weight of delivering great service, while also being expected to provide valuable customer insights to the wider business. It’s a tough gig. Based on Harvard Business Review research, during the 2020 and 2021 Covid crisis, companies saw hold

clock image to represent time saving for email customer service with automation.

react to issues faster with contact centre ai

Problem If you are running a customer service centre, do any of the below apply to you? 1. You rely on agents to spot customer issues You rely on agents to spot customer-impacting issues on top of their already overloaded day. This can lead to slower reaction times and missed issues. 2. You can’t prove

EdgeTier version 5.20: Offline chat deflection and live searched chats

Offline Chat Deflection & live searched chats are here Today, we’re announcing two exciting new features. Offline Chat Deflection will allow customers to start a chat with our bot even when no agents available; eventually giving the customer the option of submitting their chat to the email queue to be handled later. Live Searched Chats means that new incoming

Using AI to Improve Customer Experience

Importance of Customer Experience According to Forbes organisations with superior customer experience bring in 5-7 times more revenue than competitors that lag in customer experience. Fonolo reports that 89% of consumers who experience poor service will leave for a competitor. The current process in contact centres tends to have many manual and inefficient elements when

Analytics Innovation Award Finalists

It’s exciting times around EdgeTier HQ. We’re delighted to be in the final of the Analytics Innovation Awards. The award recognises the use of a progressive, analytics-based approach to solve a business challenge or to create new business opportunities. We like the sounds of that. The Awards are live at 3pm on June 17th

HOLIDAY EXTRAS use ai alerting to improve travel Contact Centre metrics

”EdgeTier have allowed us to reach new levels of customer experience” Ian Copley Director of Operations, Holiday Extras The EdgeTier Mission At EdgeTier, we’re driven to optimise contact centre metrics with our customer service software by reducing handling times, lowering queue lengths, lowering abandon rates and increasing customer satisfaction scores. Our AI software is