Customer support · Production

EdgeTier unlocks voice market expansion with AssemblyAI speech-to-text as platform foundation

The problem

EdgeTier had built a successful text-based conversation analytics platform but had no capability to handle voice calls, limiting their addressable market despite voice remaining a core channel in customer service.

Workflow diagram · grounded in source
1
Customer interaction intake
trigger
“Their technology analyzes every customer and agent interaction”
2
Speech-to-text transcription
ai_action
“AssemblyAI's output serves as the foundation for all of EdgeTier's conversation intelligence capabilities. The transcribed text becomes the source of truth that feeds into their suite of AI models and large language models (LLMs).”
3
Multi-model conversation analysis
ai_action
“These models perform sophisticated tasks like topic classification, sentiment analysis, and agent performance evaluation”
4
Insight surfacing
output
“surfaces valuable insights that would be impossible to discover through human analysis alone”
5
Continuous improvement prioritization
feedback_loop
“rapidly prioritize continuous improvement activities for best impact”
Reported outcome

By integrating AssemblyAI's speech-to-text, EdgeTier transformed from a text-analytics provider into a comprehensive conversation intelligence platform and delivered measurable results across enterprise customers: a 30% improvement in weekly scores at Berlin Brands Group, 25% reduction in chat handling time at CarTrawler, 100% coverage of agent messages at Abercrombie & Fitch, and savings equivalent to six full-time employees at Novibet.

Reported metrics
weekly scores improvement (Berlin Brands Group)30%
chat handling time reduction (CarTrawler)25%
coverage of agent messages (Abercrombie & Fitch)100%
FTE savings (Novibet)savings equivalent to six full-time employees
Show all 5 reported metrics
weekly scores improvement (Berlin Brands Group)30%
chat handling time reduction (CarTrawler)25%
coverage of agent messages (Abercrombie & Fitch)100%
FTE savings (Novibet)savings equivalent to six full-time employees
visibility into customer conversations (Novibet)100%
Reported stack
AssemblyAILLMs
Source
https://www.assemblyai.com/customers/edgetier-customer-story
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

By integrating AssemblyAI's speech-to-text, EdgeTier transformed from a text-analytics provider into a comprehensive conversation intelligence platform and delivered measurable results across enterprise customers: a 3…

What tools did this team use?

AssemblyAI, LLMs.

What results were reported?

weekly scores improvement (Berlin Brands Group): 30%; chat handling time reduction (CarTrawler): 25%; coverage of agent messages (Abercrombie & Fitch): 100%; FTE savings (Novibet): savings equivalent to six full-time employees (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer interaction intake → Speech-to-text transcription → Multi-model conversation analysis → Insight surfacing → Continuous improvement prioritization.

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