EdgeTier

What is EdgeTier?

EdgeTier is a real-time AI software for customer engagement. It analyzes messages as they are sent and received, giving customer engagement teams actionable insights. Its core products include Sonar for trend detection, Index for searching and tagging conversations, and Coach for agent improvement. EdgeTier integrates with most major contact center software, supports multiple languages, and can process millions of messages per day.

Who created EdgeTier?

EdgeTier was founded by Shane Lynn, Bart Lehane, and Ciarán Tobin. Shane Lynn, the CEO, holds a PhD in machine learning and control engineering. Bart Lehane, the CCO, has a PhD focused on video and audio analysis with machine learning. Ciarán Tobin, the CTO, has a background in predictive analytics and data visualization.

The company began as a specialized machine learning consultancy serving the customer care industry, analyzing customer questions across sectors such as travel, insurance, and banking. Today, EdgeTier provides real-time AI monitoring of conversations and integrates with platforms like Salesforce, Zendesk, and Kustomer.

What is EdgeTier used for?

• Real-time monitoring and alerts: Flags unusual topics and anomalies as they happen, enabling proactive intervention before issues escalate.
• AI tagging and reporting (EdgeTier Index): Helps teams understand what customers are talking about through automatic tagging and reporting.
• Agent performance and QA (EdgeTier Coach): Provides AI-powered quality assurance and coaching with 100% visibility into every interaction.
• AI-assisted handling (EdgeTier Assist): Speeds up chat and email responses with personalized agent prompts and suggestions.
• Trend detection (EdgeTier Sonar): Spots trends and unexpected issues early, allowing faster reactions to emerging communications.
• Reduced handling time: AI-assisted chat and email handling streamlines responses and shortens handling times.
• Multilingual support: Works across different languages, time zones, and cultures.
• Real-time message processing: The EdgeTier AI Engine processes messages instantly as conversations happen.

Key takeaways

EdgeTier gives customer engagement teams real-time AI tools to monitor conversations, detect trends and anomalies, improve agent performance, and respond faster — all while integrating with major contact center platforms like Salesforce, Zendesk, and Kustomer.