Case Study: How EdgeTier unlocked new markets and accelerated growth with AssemblyAI's speech-to-text

Key results

The challenge

EdgeTier provides a conversation intelligence platform for customer service, where calls remain a pertinent part of the customer-service journey alongside chat. To extend its analytics to voice, EdgeTier needed a partner able to accurately transcribe calls of varying quality across multiple languages and accents.

The solution

EdgeTier integrated AssemblyAI's speech-to-text to transcribe multilingual calls and feed its conversation-intelligence analytics, benefiting from ongoing model releases that add value to its platform.

The results, in context

EdgeTier customers report measurable gains: Berlin Brands Group saw a 30% improvement in weekly scores, Fowler reduced chat handling time by 25%, and Abercrombie & Fitch achieved 100% visibility into customer conversations.

Products used