CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), announced CallMiner AI Assist, a collection of new and enhanced generative artificial intelligence (AI) capabilities that help organizations take action within the CallMiner platform and automate analytical tasks across the entire customer spectrum. Announced at CallMiner’s annual LISTEN user conference, CallMiner AI Assist is the company’s latest AI innovation, adding to the platform enhancements announced in 2024, including sematic search, AI classifiers, real-time summarization and more.
According to CallMiner’s recent 2024 CX Landscape Report, 90% of global contact center and customer experience (CX) leaders believe that AI technology will be key to unlocking the full potential of employees, including increasing the capacity to focus on more complex and strategic tasks.
In addition to delivering a new look and feel to the existing CallMiner help bot, CallMiner AI Assist is built on an extensible orchestration framework that connects AI components and tools across the platform. This framework uses generative AI to improve user experience, including simplifying complex tasks, increasing efficiency, enhancing productivity and surfacing previously unknown business intelligence through conversational assistance. By providing the option for AI delegation, CallMiner AI Assist helps users get more value from the platform with less effort, while still delivering necessary oversight and control.
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Further, today’s organizations want choice when it comes to the underlying models that are used to provide insights. CallMiner has always focused on platform flexibility, and CallMiner AI Assist can be powered by different AI models based on the use case, ensuring the right model is used based on business needs.
“As an AI leader in the contact center and customer experience industries, CallMiner remains focused on delivering responsible, secure AI capabilities that drive tangible value and give our customers a competitive advantage,” said Bruce McMahon, Chief Product Officer, CallMiner. “CallMiner AI Assist is now so much more than a help bot. It’s an intelligent, scalable solution that enhances platform ease-of-use, increases operational efficiency, and ensures organizations are getting even deeper insights from their customer interactions. By delivering an agentic AI framework that takes action and tracks value on behalf of users, CallMiner continues to set the bar for how AI is leveraged within conversation intelligence platforms.”
SOURCE: BusinessWire