New Emotion: We can now detect Agent Empathy automatically
Our new detection model highlights moments where agents show genuine understanding and emotional intelligence, giving teams a new way to
Anomaly detection just got smarter! We’ve revamped the system with anomaly summaries using the same advanced AI that powers our interaction summaries. This means you no longer need to sift through every message to understand what’s going on. Instead, users get clear, concise insights at a glance.
Here’s how we’ve upgraded the anomalies screen:
You can see these summaries live now in the EdgeTier system. Please reach out to your Customer Success Manager if you have any questions about this update.
New to EdgeTier? Learn more about our Sonar feature here. It provides 24/7 monitoring of customer interactions and sends real-time alerts when issues arise. You’ll know who’s been affected and get all the details you need to fix the problem quickly—before it impacts the customer experience or grows into a bigger issue.
Our new detection model highlights moments where agents show genuine understanding and emotional intelligence, giving teams a new way to
We’re excited to launch the new Customer Overview screen in WatchTower, designed to give you a complete, AI-powered view of
We’re excited to announce that the EdgeTier API is now available for customers who want to send interaction data directly
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
"It has reduced the time for the quality assurance process as it provides clear data and a very robust direction on where to look and what matters the most."
"You’ve got an issue, but you don’t know how many people are affected. You don’t know the scale. You don’t even know if it’s real."
Let us help your company go from reactive to proactive customer support.
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