Reach new levels of Customer Experience with AI -Assisted Chat and Email Handling

EdgeTier aSSIST

Speed up response times, ensure high-quality answers, and boost agent productivity. Assist provides real-time guidance, helping agents handle customer queries efficiently while maintaining a personal touch.

Relied on by Contact Centres globally

Real-time support and guidance for agents

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Email Handling time reduction
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Chat handling time reduction
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Reduction in chat abandonment rate
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Chat speed of answer improvement

Empower agents with real-time response guidance

Maximise agent productivity

Pulling CRM data, all valuable customer details are displayed side-by-side with the chat to eliminate the need to switch windows. Agents also receive real-time response suggestions that can be personalised, further saving time and boosting productivity.

Assist - Empower agents with real-time response guidance

Instantly route queries to the right agents

Flexible routing and prioritisation

Prioritise and route chats based on urgency, skill, language, customer profile, and more. Assist analyses each message to understand context, sentiment, and key details, ensuring chats are handled in the right order and assigned to the most suitable agents.

Assist - Instantly route queries to the right agents

Enhance efficiency and lower costs

Automate routine conversations

Scale automation across email and chat, freeing agents to focus on higher-value tasks. By automating responses to common high-volume queries, agents save time while customers get timely and accurate answers.

Assist - Enhance efficiency and lower costs

Powerful Data Insights for Better Service

Data availability and reporting

Data is key to improving service. Real-time dashboards track live queries, while historical reports show performance over time. Agent dashboards provide instant feedback, and flexible reporting lets you analyse data in countless ways. You also get direct database access for custom queries.

Assist - Powerful data insights for better service

Assist Key Features

Real-time chat

Interact with customers in real time, providing immediate human assistance.

Relevant data retrieval

Access to customer profiles, purchase details and ticket history all in one place.

Skill based routing

Automatically direct chats to the most qualified agents based on predefined skills.

Chat History

Keep a history of chat interactions that agents can refer to for context in ongoing or future interactions.

Proactive chat

Initiate chats with visitors based on their behaviour on the website.

Security and compliance

Ensure secure data handling, protecting customer information.

Multi-language and instant translation support

Automatically detect the language of incoming messages and translate them accordingly.

Integrates effortlessly with your preferred software.

Pull and push data with your existing software stack so your existing business processes still work, just better. EdgeTier is ready with integrations to all major players such as Salesforce, Live Person, Zendesk, Kustomer etc. as well as a simple API to connect to in-house system. Go live in less than 2 hours, with zero IT time required from your team.