About EdgeTier
EdgeTier’s conversation intelligence platform transforms how enterprises understand and improve their customer support operations. By combining AI, workflow automation, and human expertise, EdgeTier surfaces valuable insights that would be impossible to discover through human analysis alone. Their technology analyzes every customer and agent interaction, identifying patterns and opportunities that help customer service teams enhance customer experience and drive business growth.
Named #11 in Deloitte’s Technology Fast 50 and recognized among Sifted Europe’s Fastest-Growing Startups and Wired Europe’s Hottest Startups, EdgeTier has earned widespread recognition for revolutionizing customer support analytics. Their award-winning platform enables high-volume B2C brands to not only gain deeper insights into customer interactions but also create new operational efficiencies across their support teams. This innovative approach, which earned them Technology Innovation of the Year among numerous other accolades, helps some of the world’s most innovative companies transform customer experience and drive the business forward by turning conversation data into actionable business intelligence.
The Market Opportunity
EdgeTier CEO, Dr. Shane Lynn, identified a critical gap in the customer service space. “We saw an opportunity in contact centers where companies have a ton of data and conversations happening, but they struggled to make good decisions. Their decision velocity was slow, and they relied heavily on hunches and anecdotal evidence,” says Lynn.
The market need was clear: while EdgeTier had successfully built a platform for analyzing text-based interactions, voice communication remained essential for growth. “Calls are and will remain a pertinent part of the customer service journey,” Lynn notes. “Customer service isn’t moving entirely to chatbots or chat interactions.”
Building the Foundation with AssemblyAI
To capture this opportunity, EdgeTier needed a reliable partner for speech-to-text conversion. “We needed a partner who could accurately transcribe calls of varying quality across multiple languages and accents,” says Lynn. “That’s where AssemblyAI came in.”
The selection of AssemblyAI as their speech-to-text provider was strategic and fundamental to EdgeTier’s entire platform architecture. “The transcript quality is critical, both for user perception and our AI models,” Lynn emphasizes. “Once you lose trust in transcript accuracy, you erode trust in the product. For text classification, phrase detection, and agent evaluation, the language has to be correct – otherwise, the whole system falls apart.”
This emphasis on transcription accuracy is crucial because AssemblyAI’s output serves as the foundation for all of EdgeTier’s conversation intelligence capabilities. The transcribed text becomes the source of truth that feeds into their suite of AI models and large language models (LLMs). These models perform sophisticated tasks like topic classification, sentiment analysis, and agent performance evaluation. The quality of these downstream analyses depends entirely on the accuracy of the initial transcription – much like a building requires a solid foundation. With AssemblyAI’s highly accurate transcripts, EdgeTier’s AI models can reliably identify customer issues, analyze agent responses, and extract actionable insights that drive business value.
Accelerating Growth Through Market Expansion
AssemblyAI’s accurate transcription became the foundation for EdgeTier’s market expansion. “We couldn’t sign companies like Abercrombie and Fitch or TUI Travel without having a call offering. These have been very impactful contracts for us,” Lynn explains.
EdgeTier’s modular platform approach facilitated this growth. The company structured its product offerings into distinct modules for agents, real-time analysis, and topic detection. This flexibility made it particularly appealing to existing customers, who could easily add voice capabilities to their existing text analytics.
Transforming Decision Making
EdgeTier’s platform transformed customer service operations from relying on anecdotal evidence to leveraging comprehensive data analysis. Rather than acting on isolated agent feedback, teams can now analyze every customer interaction systematically, leading to measurable business outcomes across their customer base:
- Abercrombie & Fitch achieved 100% coverage of agent messages, enabling complete visibility into customer interactions
- Berlin Brands Group saw a 30% improvement in their weekly scores on both Trusted Shops and TrustPilot
- Novibet realized savings equivalent to six full-time employees while gaining 100% visibility into customer conversations, uncovering coaching opportunities that would have otherwise been missed
- CarTrawler reduced chat handling time by 25% through enhanced insights and agent optimization
Lynn describes this shift through practical examples: brands can stop acting on anecdotal evidence, and instead get exact figures on how many conversations and how many hours every issue in their contact mix costs them, for example, “address changes spiked at 1650 interactions with high levels of frustration and a -25 NPS score last Wednesday.” Having this data at their fingertips allows teams to rapidly prioritize continuous improvement activities for best impact.
Expanding Impact Across Organizations
What began as a customer service solution has evolved into a platform driving value across entire organizations. As Lynn explains, “We started with customer experience, but now we see teams from product development, regulatory compliance, and security all using the platform. It expands naturally across the organization.”
The partnership with AssemblyAI continues to strengthen EdgeTier’s market position. “Every model improvement from AssemblyAI enhances our product,” notes Lynn. “We’ve seen multiple model releases, and each one adds value to our platform.”
By building on AssemblyAI’s industry-leading speech-to-text API, EdgeTier has transformed from a text-analytics provider into a comprehensive conversation intelligence platform, enabling data-driven decision making across enterprises and positioning themselves for continued growth in the customer service analytics market.
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