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
We’re excited to launch the new Customer Overview screen in WatchTower, designed to give you a complete, AI-powered view of any customer’s journey, all in one place.
Until now, understanding a customer’s support history with your brand meant switching between multiple screens and piecing together their story. With Customer Overview, you can instantly access a full summary of their conversations, survey scores, detected emotions, and a new metric: Total Handling Time. The screen opens in a new tab, so your current workflow stays uninterrupted.
You can access a customer’s overview in two ways:
Once you’re on the Customer Overview screen, you’ll see a rich breakdown of that customer’s contact history and patterns.
Soon, you’ll be able to access Customer Overview directly from a Frequent Contacts table to help you identify high-effort or unsatisfied customers, track their long-term behaviours, and prioritise key accounts.
We’re excited to bring you this new way of understanding your customers. As always, your feedback helps us improve. So let us know what’s working, what’s not, and what you’d love to see next!
Read more about how this works here.
Our new detection model highlights moments where agents show genuine understanding and emotional intelligence, giving teams a new way to
We’re excited to announce that the EdgeTier API is now available for customers who want to send interaction data directly
We’ve made it easier than ever to save and apply your favorite filter and chart settings on the Explore screen!
"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."
"The average response time for post-booking type emails is about five hours. Previously, it was over 24 hours."
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
Let us help your company go from reactive to proactive customer support.
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