Most companies sit on a goldmine of customer insight and do almost nothing with it. Every conversation holds signals about frustration, churn risk, and broken experiences, yet extracting that value can be a slow and manual effort.
Most companies sit on a goldmine of customer insight and do almost nothing with it. Every conversation holds signals about frustration, churn risk, and broken experiences, yet extracting that value can be a slow and manual effort.
In this episode, Shane Lynn, CEO and Co-Founder of EdgeTier, unpacks how conversational intelligence is evolving in the age of large language models and what it means for contact centres.
Shane explains how EdgeTier can now model metrics such as resolution rate and customer satisfaction across every interaction, rather than relying on the 10-15% survey response rate most contact centres achieve.
We also get into the organisational challenge that underpins all of this: contact centres often hold the richest customer insights in the business, but lack the tools or organisational standing to act on them. Shane argues that data-driven contact centres can shift from being reactive cost centres to genuine strategic assets, influencing product, policy and process decisions across the wider business.
Finally, we touch on the growing challenge of monitoring AI agent conversations and why automated analysis of those transcripts may actually matter more than it does for human-handled interactions.
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