EdgeTier
EdgeTier is a real-time AI tool enhancing customer engagement by monitoring conversations and providing insights to improve efficiency and agent performance.
Independent assessment across data handling, compliance, security and transparency.
Risk factors
3- Monitors customer conversations which may contain sensitive information
- Cloud-based service with potential third-party data access
- Default training on user data without clear opt-out options
Recommendations
4- Request SOC 2 and GDPR compliance documentation
- Define retention limits for conversation monitoring data
- Review employee privacy implications of agent performance monitoring
- Clarify data sharing with third-party integrations
Data handling
- Storage
- Cloud; EU-based company with likely EU data hosting
- Retention
- Not publicly documented
- Training on inputs
- Conversation data may improve AI models
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