Better Insights: Synced Transcripts & Easy Exports
We've shipped two updates to allow you to more easily view and export your data. As part of our continuous
Anomaly summaries
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:
- Enhanced Titles: Each anomaly now has a clear, relevant title in plain English, so you know what’s happening right away.
- Concise Descriptions: An improved one-sentence overview highlights what the anomaly messages have in common.
- Detailed Summaries: Dive deeper with a full AI-generated summary when you open an anomaly.
- Better Email Alerts: Summaries are now included in your email alerts so that you can act quickly, even on the go.
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.
- Read more
- Read more
AI Analysis Improvements: Larger Spotlight sample size for broader insights & Experience Score change
We’ve shipped a set of improvements to Spotlight that significantly increase the number of conversations it can analyse in a
- Read more
Metric Updates – Hide Others & Agent Resolution Rate
We've added some metric updates to our custom charts and agent screens, to provide you with even better insights into
Customer-Focused Leaders Trust EdgeTier
Vladimir Greavu
BBG Director of Customer Service
"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."
Nick Brazitis
Global Customer Care Manager
"The anomaly feature is a game changer for us. It’s highly accurate and has helped us identify customer issues, agent errors, and even fraud that would have taken us longer to catch."
Debbie Duggan
Contract Manager for Customer Solutions
"We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really weren’t because we had no real-time insights whatsoever into customer issues."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
Unlock AI Insights