CallMiner Advances Agentic AI Architecture for the contact centre, making it Easier for Organisations to Gain Insights from and Take Action on Customer Conversations
New supervisor and research agents within CallMiner AI Assist support deep data investigation, complex task completion, education and content creation
CallMiner have announced significant advancements to CallMiner AI Assist, building on the agentic AI architecture introduced in October 2024.
These updates redefine how organizations use natural language to turn customer interaction data into actionable insights, accelerating workflows and driving smarter business decisions with minimal human intervention.
According to Forrester,
“Agentic AI systems are poised to not only become the backbone of the knowledge economy but will completely redefine how organizations operate and compete.”
CallMiner is supporting this industry transformation by empowering users with agentic AI capabilities that understand complex customer motivations, as well as actively manage workflows, research, analysis and content creation – all through seamless collaboration among specialized AI agents.
Bruce McMahon, Chief Product Officer, CallMiner, said,
“As generative AI becomes table stakes, companies will need to differentiate themselves by embracing agentic AI architecture. I believe that CallMiner is setting the bar by delivering the innovative agentic AI capabilities users need to uncover customer insights faster than ever before,”
“The latest enhancements to CallMiner AI Assist build on our vision for agentic AI, which is focused on using technology to revolutionise how companies harness conversation data with deep investigation and meaningful, enterprise-wide action.”
As part of the latest advancements, CallMiner AI Assist now uses a hierarchy of AI agents to divide tasks into workflows that can be assigned and accomplished to answer complex questions. This includes:
– Research agents that, via enhanced “Investigate” functionality, enable analysts to pose natural language questions via a simple interface, triggering comprehensive research and insight exploration with actionable findings. Further, users can pass specific customer interactions into CallMiner AI Assist via the “Review” function in Analyze, giving analysts optional control for increased transparency and supporting deeper analysis.
– Supervisor agents that help manage workflows between other agents to achieve complex tasks (like creating content and reports), provide education, analyze data based on user input and past interactions, or make suggestions and recommendations for next steps. This includes being able to proactively surface emerging patterns, identify critical signals, and flag high-risk or high-reward opportunities within customer conversations.
With the addition of these new research and supervisor agents, CallMiner AI Assist empowers organizations to easily uncover customer challenges, motivations and patterns, and create meaningful reports aimed at improving customer outcomes and experiences.
“CallMiner AI Assist is a powerful example of how agentic AI can accelerate workflows, lower technical barriers, and quickly turn insights into action,” McMahon added.
“For organisations, this means they can better understand their customers, make smarter decisions, and ultimately drive superior business results.”
CallMiner’s agentic AI framework empowers users with connected workflows across the CallMiner platform and suite of products. This integrated approach ensures customer insights can be turned into proactive action in the form of notifications and reports to address issues and provide resolution as they happen.
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organisations to interpret sentiment and identify patterns to reveal deep understanding from every conversation.
By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services and healthcare.
The enhanced CallMiner AI Assist capabilities are currently available to new and existing CallMiner customers.
For additional information on CallMiner visit their Website
