*Updates for week of Feb 2, 2026
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Spotlight is a core AI feature on the EdgeTier platform. Instead of reviewing interactions one by one, Spotlight Summaries let you analyse multiple conversations at once, highlighting recurring issues, agent performance trends, and customer frustrations, without the manual effort.
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We’ve shipped a set of improvements to Spotlight that significantly increase the number of conversations it can analyse in a single run — helping you get a more representative view of what’s happening. The AI processes message content in two steps:
If you’re interested in more information in how Spotlight works, please refer to our existing documentation page.
Previously, Spotlight typically analysed a sample of 100 interactions. Spotlight now analyses ~1,500–2,000 interactions per Spotlight, so you can capture insight across far more conversations without needing multiple runs.
To support the larger sample size, we rebuilt parts of Spotlight’s processing pipeline to handle more data efficiently and reliably. As a result, you may see a small increase in processing time in some cases — around 4–6 seconds — depending on the size and shape of the dataset.
We’ve also improved the prompts behind Spotlight to surface more detailed and nuanced root-cause information — helping Spotlight better explain the “why” behind trends.This works best when Spotlight is applied to a focused subset of interactions, such as when you’ve already narrowed down by a topic, spike, or trend.