The Cause Outside Your Data: Web Search in Ask Spotlight
Ask Spotlight can now look up public information on the web when you ask it to, so it can explain
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.
Read about our key updates to help you capture customer insights faster and manage your data with more precision.
There’s more to come in the next few weeks, with Spotlights on agent performance and a new heatmap to visualise agent review results. We’ll keep you updated as these roll out!
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What’s driving CX: Agent, Bot, or Product/Process? Find out with new tools in Ask Spotlight .
Each interaction is now rated across three Experience Driver categories, helping Ask Spotlight find you the root cause of poor
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Know your limit before you hit it: Ask Spotlight Usage
Your team now has a dedicated page to see how many Ask Spotlight questions you've used, how quickly you're going
Customer-Focused Leaders Trust EdgeTier
Quentin Bottner
Head of Continuous Improvement
"We’re a big business, so getting the right people to agree and fix something hasn’t always been easy. Now we’ve got one version of the truth—it’s much easier to align and act"
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."
Afroditi Pina
Director of Customer Service
"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."
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