Darius Baruo
Feb 12, 2025 07:49
EdgeTier partners with AssemblyAI to enhance its customer service platform, leveraging speech-to-text technology to unlock new markets and drive business growth.
EdgeTier has strategically partnered with AssemblyAI to enhance its conversation intelligence platform by integrating advanced speech-to-text technology, enabling the company to expand into new markets and accelerate growth. This collaboration aims to transform customer service operations by providing deeper insights into customer interactions, as reported by AssemblyAI.
About EdgeTier
EdgeTier’s platform revolutionizes customer support operations by utilizing AI, workflow automation, and human expertise. Recognized by Deloitte and Wired Europe, EdgeTier helps high-volume B2C brands improve customer experiences through actionable insights derived from customer interactions.
The Market Opportunity
CEO Shane Lynn identified a gap in the customer service sector, noting the slow decision-making processes in contact centers. Despite having a robust text-based analytics platform, EdgeTier recognized the need for voice communication capabilities to maintain growth, as voice interactions remain crucial in customer service.
Building the Foundation with AssemblyAI
To address this, EdgeTier chose AssemblyAI for its reliable speech-to-text conversion across various languages and accents. The accuracy of AssemblyAI’s transcripts is vital for EdgeTier’s AI models, which rely on precise language data for tasks like sentiment analysis and agent evaluation.
Accelerating Growth Through Market Expansion
AssemblyAI’s transcription services enabled EdgeTier to secure significant contracts with companies like Abercrombie & Fitch and TUI Travel. The modular design of EdgeTier’s platform allows clients to seamlessly integrate voice analytics, enhancing the appeal of its offerings.
Transforming Decision Making
EdgeTier’s platform shifts decision-making from anecdotal to data-driven, providing comprehensive interaction analysis. Companies like Abercrombie & Fitch, Berlin Brands Group, and Novibet have reported significant improvements in customer service metrics and operational efficiencies.
Expanding Impact Across Organizations
Initially focused on customer experience, EdgeTier’s platform now extends its impact to product development, compliance, and security teams. Continuous improvements in AssemblyAI’s models bolster EdgeTier’s offerings, positioning the company for sustained growth in the analytics market.
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