Fixing Confusion: Elevating emotion detection for smarter customer support
We’ve just added confusion detection to our emotion analysis tools. Now, you can easily spot when customers are confused, allowing
''EdgeTier have allowed us to reach new levels of customer experience” Ian CopleyDirector of Operations, Holiday Extras The EdgeTier Mission At EdgeTier, we're driven to optimise contact centre metrics with our customer service software by reducing handling times, lowering queue lengths, lowering abandon rates and increasing customer satisfaction scores. Our AI software is built…
”EdgeTier have allowed us to reach new levels of customer experience”
Ian Copley
Director of Operations, Holiday Extras
At EdgeTier, we’re driven to optimise contact centre metrics with our customer service software by reducing handling times, lowering queue lengths, lowering abandon rates and increasing customer satisfaction scores. Our AI software is built to assist and empower contact centre managers and agents to skyrocket customer experience performance.
Along the way, we’ve had success with a host of internationally known contact centres. Our AI is built to help contact centers improve efficiency and scale email and chat using AI and automation.
An example of one such success stories Holiday Extras. We hope you enjoy it.
Holiday Extras are the UK market leader in travel extras, providing services for over seven million travelers a year. Core offerings include airport hotels, airport parking, airport lounges, rail and coach, destination car hire and holiday insurance.
Holiday Extras place a very strong emphasis on customer experience despite facing challenges in dealing with the fallout of Coronavirus.
EdgeTier deployed AI-assisted email and chat technology into Holiday Extras’ customer care team. The AI technology analyses and understands customer queries, while seamlessly assisting customer care agents with AI and automation that works on their behalf.
During the process, the EdgeTier AI guides agents through the stages of responding to customer queries, while ensuring the high-quality human touch is retained. This approach of assisting agents reduces handling times significantly while also increasing the quality of response. EdgeTier empowers Holiday Extras to handle customer queries that often involved both customers and suppliers in multiple languages and regions.
Since the AI deployment, Holiday Extras has had radical improvements in a number of areas including:
We’ve just added confusion detection to our emotion analysis tools. Now, you can easily spot when customers are confused, allowing
Discover how EdgeTier’s latest AI-powered updates can optimise your contact centre, including anomaly detection summaries, agent QA, and custom charts.
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