Overview
EdgeTier can help you eliminate the need for wrap-up forms and manual disposition reason tagging by automatically generating summaries for all customer interactions—including chats, emails, and calls—and pushing them directly to your CRM or ticketing system (e.g., Zendesk, Salesforce).
This streamlines customer support by reducing agent workload and improving efficiency. Additionally, it ensures that agents handling chats within the CRM or ticketing system have immediate access to relevant context without needing to switch between systems.
How It Works
- Ingest Customer Interactions
- Emails, calls, and chats are pulled from your CRM/ticketing system (e.g., Zendesk or Salesforce) into EdgeTier’s platform.
- Calls are automatically transcribed using Assembly AI before summarisation begins.
- Generate AI-Powered Summaries
- Using advanced generative AI (leveraging Anthropic’s Claude models), the EdgeTier platform creates concise, structured summaries for every interaction.
- Summaries highlight key points from the conversation, including the resolution provided (if any) and the customer’s emotional state or support experience.
- Push Summaries to Your CRM
- Summaries are automatically inserted into an agreed field within your CRM or ticketing system, making them available to agents.
- This eliminates the need for agents to manually complete wrap-up forms while still maintaining structured post-interaction data.
- If agents handle chats directly within the CRM, the summaries of previous interactions provide immediate context, reducing the need to revisit full conversation histories.
- Store and Display Summaries in Watchtower
- Summaries are stored in Watchtower for further analysis and reporting.
Key Benefits
- Eliminate Manual Wrap-Up Forms: Automates post-interaction logging, reducing agent workload.
- Provide Immediate Context in CRM: Ensures agents handling chats directly in the CRM have instant access to key interaction details.
- Save Time: Agents no longer need to review long transcripts—quick summaries provide instant context.
- Improve Efficiency: Faster access to past interactions leads to quicker resolutions.
- Seamless CRM Integration: Summaries are embedded into existing workflows without disruption.
- Scalability: Handles large interaction volumes efficiently, with pricing based on usage.
Notes
- Summaries are generated within ~1 minute of interaction completion.
- Integration occurs in real-time or near real-time to keep CRM records up to date.
Get Started
For more details or to enable this feature, contact your EdgeTier Customer Success Manager.