CallMiner, a provider of customer experience (CX) automation powered by deep conversation intelligence, has added expanded CallMiner AI Assist capabilities, a redesigned RealTime Command Post, and new customer education resources help organizations uncover what matters in their customer interactions, act on it, and improve outcomes across human and automated experiences.
CallMiner's latest enhancements strengthen the intelligence-to-action cycle, helping organizations discover and quantify business-specific insights, apply that intelligence to front-line performance and decision-making, and make these capabilities accessible to more users across the enterprise.
The latest CallMiner enhancements include the following:
- Expanded AI Assist data access: AI Assist can reason over richer CallMiner data, including scores, measures, attributes, classifiers, and quantitative outputs, enabling users to ask more specific questions and receive business-grounded answers based on their customer interactions.
- Evidence-backed intelligence: Research findings can include trends, counts, percentages, comparisons, charts, contact references, and supporting examples, helping users validate insights and share recommendations across the organization.
- Redesigned RealTime Command Post:
- CallMiner Online Help and CallMiner University provide users with resources to adopt, learn, and maximize value from the CallMiner platform. Online Help offers extensive product documentation and step-by-step guidance, while CallMiner University delivers structured training and role-based learning paths to help users build expertise and drive ongoing success. In-app tutorials provide guided product walkthroughs within CallMiner Coach, Outreach and Analyze.
- Expanded AI Assist capabilities extend business-specific intelligence beyond the contact center to CX, VoC and insights leaders. By reasoning across CallMiner scores, measures, classifiers and quantitative data, AI Assist answers questions in the context of each organization’s own business. Because it shows its work, with the counts, trends, comparisons, and contact references behind each finding, teams can validate an insight before acting on it or sharing it.
- The redesigned RealTime Command Post reduces the manual effort supervisors spend looking for the conversations that need them, so they can step in and coach with context while an interaction is still in progress. Because intelligence only creates value when people act on it, CallMiner University, Online Help and in-app tutorials help every user, from agent to executive, get more from the platform. Together, these enhancements reflect CallMiner's broader platform strategy: turn customer interactions into enterprise CX intelligence, use that intelligence to improve people and inform automation, and analyze the results to continuously improve future experiences.
"Organizations have no shortage of customer conversation data. The challenge is making it easier for every team to understand what matters and act on it quickly," said Bruce McMahon, chief product officer of CallMiner, in a statement. "With these latest enhancements, CallMiner is bringing intelligence and augmentation together, helping leaders ask better questions, supervisors coach with more context, analysts validate insights with evidence, and teams respond in the moments that shape the customer experience. That same intelligence is what tells organizations whether their automation is truly working for customers."