Artificial intelligence and automation technology in the call centre and customer service market have seen a resurgence as of late, with companies like Five9 dominating the market. EdgeTier, however, operates a little differently in that it creates software for the customer service agent as well as for the customer.
EdgeTier has bagged clients as large as RyanAir and LoveHolidays, impressive considering its smaller size in comparison to a swathe of larger competitors. Its software surpasses mere automation and time-saving benefits, giving clients the ability to analyse real-time insights derived from customer conversational data to better their experience within the applied service. EdgeTier, then, operates as both a customer service tool and a retention tool, as its analytical capabilities help clients expand and nurture their respective client bases.
These latter services are hard to implement without the use of AI. EdgeTier believes that within a decade it will be almost impossible to operate within the call centre and customer service industry without the use of machine learning. Its 2023 Series A will go towards expanding its team over a 24-month period, having already grown by 3.5x through 2022.
Steph
Company Specialist at Welcome to the Jungle
