EdgeTier

EdgeTier have developed Arthur, an agent-assistant system that dramatically improves the performance of customer service teams. Arthur sits beside customer service agents, reading incoming customer service queries in order to provide real time and completely customised suggestions of responses. Arthur extracts information needed by agents depending on the query topics, and automates all wrap up processes post query completion.

Arthur works for both email and chat-based customer queries, and results in up to an 80% reduction in average handling time (AHT) for some queries, with an expected 45% drop in AHT across the board in contact centres. Arthur’s suggested responses always follow best practice, do not contain spelling mistakes, and are always branded correctly and use the language spoken by the customer. Arthur results in happier customers due to faster and more accurate responses, and happier agents due to the reduction in laborious and repetitive tasks.