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CallMiner Announces New Generative AI Features to Manage and Enhance Data

By Tracey E. Schelmetic November 13, 2023

Today, companies are collecting a massive amount of both structured and unstructured data. While this information has the potential to be very useful, it can burden a company (if improperly managed) with uncertain conclusions and vast amounts of human effort wasted in an attempt to manage it. For the purpose of managing customer data, AI-powered technologies offer a wide range of potential benefits.

Conversational intelligence solutions provider CallMiner has announced new and enhanced features in its flagship CallMiner platform. New capabilities include recent generative AI enhancements such as an in-platform conversational assistance help bot, omnichannel AI-based contact summarization and more.

CallMiner’s new and updated platform features include enhanced advanced search capabilities that allow 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 incredible accuracy.

Additionally, the solution now offers expanded agent guidance to chat via CallMiner RealTime. 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.

Additionally, CallMiner’s expanding 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.

“Our innovation over the past year, including these new and enhanced features, affirm CallMiner’s depth of analytics and position as a leader in AI in the conversation intelligence industry,” said Bruce McMahon, Chief Product Officer, CallMiner, in a statement. "AI has always been at the center of the CallMiner platform, and I’m proud to continue to deliver AI-driven capabilities that prioritize ease-of-use, cross-departmental value and overall ROI for our customers.”

Edited by Alex Passett
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