Q1 Roundup: What’s new in 2026
We've had a busy start to 2026! We wrote a full roundup, click the button below to read more.
LLM Interaction Summaries
We’re excited to introduce our new Interaction Summaries feature! Now, you can quickly access concise bullet-point summaries of customer interactions, covering key issues, customer sentiment, and resolutions, without needing to read through the entire conversation. Powered by Claude AI and AWS Bedrock, these AI-driven summaries are fast, accurate, and insightful.
What are Interaction Summaries?
The Interaction Summaries feature offers concise bullet-point summaries of your customer interactions.
When you open any interaction, you can expand this section to get info on customer sentiment, primary issues discussed, and resolutions provided, so you can make fast and informed decisions without sifting through the entire conversation.
How Are Interaction Summaries Generated?
To develop this feature, we built a new service that combines the power of Claude AI and AWS Bedrock. Here’s a closer look at the technology behind our AI-powered summarisation:
Claude AI: Uses a large language model (LLM) to understand and distil conversations into essential points. First, you pick an interaction to summarise. Then, Claude AI analyses the conversation’s context, uses our prompts to detect the key elements of the interaction, and generates a coherent summary for you.
AWS Bedrock: Provides the robust and scalable infrastructure needed to process these summaries efficiently. It ensures that our AI models run smoothly and deliver reliable results, so we can display the summaries for you in just a few seconds.
Custom Prompts: In collaboration with our expert Data Science team, we’ve developed tailored prompts that guide the AI in pinpointing the most relevant information in each conversation. These prompts ensure that the summaries are not only accurate but also insightful, highlighting the main reason for contact, your customers’ emotions, and the solutions offered by the agent.
Safety and Privacy
We realise that introducing new services that process conversation data could raise concerns. Rest assured, EdgeTier remains fully ISO27001 compliant. When you use our new LLM features, we can ensure that your information will remain secure and private.
Getting Started
The Interaction Summaries feature is now ready to use, but it’s turned off by default. To activate it for your organisation, just contact us at support@edgetier.com and we’ll enable it. This approach ensures that you’re fully informed and comfortable with the new feature before it’s activated.
To enable Interaction Summaries for your organisation, reach out to us at support@edgetier.com.
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Customer-Focused Leaders Trust EdgeTier
Nick Brazitis
Global Customer Care Manager
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Director of Customer Service
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Head of Continuous Improvement
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