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
Our new custom charts feature offers a dynamic and efficient way to visualise customer insights, allowing users to easily explore their data in real-time. Gone are the days of exporting data, uploading it to external tools, and manually creating graphs.
Which agents are improving? Who’s falling behind? Do you need more support for a certain language? Knowing answers to questions like these can be the key to managing a successful customer support operation, but the process to get there – exporting data, uploading to an external system, and creating tables and graphs – takes up too much of your valuable time.
Now, you can create meaningful visualisations directly within EdgeTier, saving time and providing clarity to make the most data-driven decisions possible.
Charts that display valuable customer insights aren’t a new feature for EdgeTier. We’ve always prioritised data visualisation.
In the previous version, the main chart on the Explore page focused on interaction volume, allowing you to see how many conversations occurred based on the filters you’ve applied, which could be adjusted according to what you were searching for. The chart was automatically populated using a mix of the customer data we pull from your source system, such as a CRM, with the added layer of EdgeTier’s proprietary features that pull valuable insights, such as emotions and experience score metrics. Additionally, the interactions that correlate with the search – and chart – results populate below.
Now, we’re taking this concept a step further to make your interaction data even more impactful.
Key Benefits:
Log in to your EdgeTier account to check out this new release live in the system.
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
"We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."
"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."
"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."
Let us help your company go from reactive to proactive customer support.
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