CallMiner, a leader in conversation intelligence, has enhanced its GenAI capabilities for both post-interaction and real-time summarization.
With an upgraded LLM, CallMiner now provides more precise, use-case-specific post-interaction summaries. This enables better decision-making and strategy execution across organizations by offering tailored insights for collections, support, sales, and other functions. The improved AI-based summaries deliver more accurate and valuable information, helping businesses refine their strategies based on detailed customer interaction data.
The platform also introduces automated follow-up actions, triggered by AI-based summaries. These actions streamline workflow tasks for contact center agents, integrating seamlessly with CRM systems and CallMiner Coach. This reduces after-call efforts and ensures no critical task is missed, allowing agents to focus on delivering high-quality customer experiences. Automation of follow-up tasks, such as sending notifications or closing loops with specific teams, enhances efficiency and minimizes manual errors.
New real-time summarization capabilities offer immediate, actionable summaries right after customer interactions. This feature boosts agent productivity by reducing administrative tasks and allows easy review and editing within the CallMiner RealTime Agent Assistant desktop client. Organizations can control editing permissions based on agent tenure, line of business, geography, or other criteria, providing flexibility in managing summaries.
Bruce McMahon, Chief Product Officer at CallMiner, highlighted that the continuous evolution of AI summarization features, driven by customer feedback, aims to unlock deeper customer insights and improve CX. The addition of action items, editing, and real-time capabilities demonstrates CallMiner’s commitment to delivering impactful business outcomes through purpose-built GenAI innovations.