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The conversational intelligence library
Master the "why" behind your contact spikes. Access expert resources on using real-time insights to solve issues at the root and deliver a best-in-class customer experience.
Travel Contact Centres exceed SLAs with AI Monitoring Alerts
Travel Contact Centres Stay Alert With WatchTower AI Background: the travel industry The travel industry is a...
7 Ways AI can Supercharge Agent Performance
The Department of Foreign Affairs chooses EdgeTier to provide digital customer-care using EdgeTier’s next-generation live-chat technology.
What is Good Customer Service?
We all know that good customer service is important, but what does good customer service actually mean? In...
How Marketplace Contact Centres Are Scaling Chat & Email
“The EdgeTier deployment was completely painless. EdgeTier took the time to understand our business in depth.” Pete RowanExecutive...
Customer Sentiment Analysis for contact centres
Sentiment analysis allows the discovery of satisfaction or frustration amongst your customer messages and survey responses. In this...
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...
AI Powered Quality Assurance (QA) and Agent Reviews
The Quality Assurance Process To keep track of, and improve, customer experience at the contact centre, the management...
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...
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...
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...
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...
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...
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