customer_support · saas · workflow
EdgeTier unlocks voice market expansion with AssemblyAI speech-to-text as platform foundation
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer interaction intake
Every customer and agent interaction enters the platform for analysis.
Tools used
AssemblyAILLMs
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.
Results
Time saved30%
Volume25%
Grounding & classification
Source type: vendor customer story
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data extractiondocument classificationsentiment analysisspeech to textcall recordingchat transcriptmetric backednamed customerproduction runtime claimedsource backedtools describedworkflow describedsoftwarecustomer satisfactioncycle time reductionemployee productivitythroughput increasevendor customer storycall center aicustomer supportquality assuranceextract classify routemonitor detect alert