Tagging customer interactions manually is tedious and doesn't capture the full context. EdgeTier AI goes beyond basic keywords to understand the sentiment and meaning behind what your customers and agents are saying—whether it's in chat messages, emails, or survey responses. When you use Index to apply tags, you get a better picture of your customer conversations.
The result? Wide-reaching and accurate tags that are easy to analyse, helping you understand what's driving customer contacts—without the pain of manual tagging.
Our platform integrates with all your customer communication channels, including chat, email, calls, surveys , social media interactions and messaging sessions. By consolidating these insights in one place, you make it easier for your business to make informed, customer-centric decisions.
Traditional ticket tagging systems require significant manual effort and often produce inconsistent results. Our platform eliminates these issues by offering multilingual machine-learning based tagging for consistency. Less time tagging = lower handling time.
EdgeTier's multilingual AI operates in hundreds of languages, ensuring that conversations in any language are easily understood by everyone.
Track specific topics of interest over time and understand topics, regardless of how they are phrased. For instance, track customers discussing a new product feature after its launch or pinpoint suppliers frequently linked to customer dissatisfaction.
We pick up on customer emotions expressed in their language, helping you uncover the main sources of frustration or praise. When we match topics with emotions, we get a better grasp of what's influencing CSAT.
Get real-time alerts for critical customer interactions, like instances involving abusive behaviour, regulatory concerns, reputation risks, or vulnerable customers.
