Case Study: EdgeTier accelerates growth and improves customer support analytics with AssemblyAI speech-to-text

EdgeTier accelerates growth with AssemblyAI, driving 100% coverage of agent messages

EdgeTier, a conversation intelligence platform provider, needed to expand its text analytics platform to include voice communications to capture a significant market opportunity in contact centers. Their challenge was finding a reliable speech-to-text partner, AssemblyAI, that could accurately transcribe calls of varying quality across multiple languages and accents to serve as a trustworthy foundation for their AI models.

By implementing AssemblyAI's highly accurate speech-to-text API, EdgeTier built a solid foundation for its AI-driven analytics, enabling market expansion and new contracts with major brands. The results were significant, including a 30% improvement in weekly scores for one client, a 25% reduction in chat handling time for another, and 100% coverage of agent messages, which unlocked new levels of operational efficiency and data-driven decision-making for their customers.

EdgeTier