CallMiner, the leading provider of conversation intelligence to drive business performance improvement, has announced new and enhanced features in the CallMiner platform. New capabilities revealed at CallMiner’s annual LISTEN user conference expand on the company’s continued artificial intelligence (AI) innovation over the past year, including recent generative AI enhancements such as an in-platform conversational assistance help bot, omnichannel AI-based contact summarization and more.
According to CallMiner’s recent 2023 CX Landscape Report, while the vast majority of organizations intend to invest in AI solutions in the next 12 months, 44% of customer experience (CX) and contact center leaders revealed they were unsure of which AI technology would best meet their business needs for CX.
“Given the massive scale of structured and unstructured data that many organizations are collecting and analyzing via their customer service centers and other sources, AI-powered technologies offer a wide range of potential benefits,” said Jeff Gallino, CEO and co-founder, CallMiner. “CallMiner’s recent platform enhancements are focused on meeting specific organizational needs and challenges, and ultimately delivering meaningful outcomes and transformational results for our customers.”
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CallMiner’s new and updated platform features include:
- Enhanced advanced search capabilities: Within the CallMiner platform, semantic search empowers users to search via natural language to return results where exact or similar language may appear in omnichannel customer interactions. This advancement automatically identifies alternative ways of expressing the same sentiment, helping users understand meaning and intent with unparalleled accuracy.Similar to CallMiner Illuminate, launched in 2020 to enable users to find contextual aliases for words, semantic search takes advantage of recent AI and computing advancements to find contextual meaning at the sentence level. Using OpenAI, CallMiner is delivering increased platform ease-of-use and empowering users with no technical background to discover relevant insights in customer interactions.
- Expanded agent guidance to chat via CallMiner RealTime: Continuing CallMiner’s commitment to omnichannel analytics, CallMiner RealTime can now provide real-time agent guidance on chat interactions, adding to existing voice-based capabilities. With these AI-enabled updates, users can create alerts and provide agents with contextual guidance on multiple chats, as well as assign different alerts depending on the interaction channel. By delivering real-time agent guidance at the right time with natural language understanding (NLU), customized for both chat and voice interactions, CallMiner is helping organizations improve customer outcomes and CX in-the-moment, leading to increased satisfaction.Additionally, CallMiner’s expanding contact center as a service (CCaaS) integration ecosystem – supporting audio acquisition from leading providers like NICE, Genesys, Five9, TalkDesk and Amazon Connect – makes it easier for organizations to deploy CallMiner RealTime and quickly experience value from real-time AI analytics.
- Improved user experience in CallMiner Coach: New features, including dashboards, modules and reporting capabilities, modernize and improve the ease-of-use of CallMiner’s industry-leading agent coaching product. CallMiner Coach centers on delivering deep analytical insights into agent performance and effectiveness. The latest updates advance and streamline existing filtering capabilities, including optimized search, make it easier for users to find meaningful information in customer interactions, and start taking action to drive improvements.
SOURCE: Businesswire