Conversation intelligence provider CallMiner has expanded its integration of Microsoft Azure AI to boost its platform’s AI and machine learning capabilities.
The collaboration with Microsoft means CallMiner can augment its AI capabilities with a section of Azure AI and Azure Cognitive Services, empowering CallMiner and Microsoft’s shared customers to drive significant change by refining customer intelligence and supporting data-driven business decisions.
Jeff Gallino, CTO at CallMiner, commented:
AI and machine learning has always been at the core of the CallMiner platform. By combining the expertise of CallMiner’s world-class data science team and platform with the power of Microsoft Azure, we’re staying on the cutting-edge of AI in the conversation intelligence market. As we continue to grow our footprint as a Microsoft partner, we’re helping more organizations uncover deeper insights and intelligence from their customer interactions than ever before.”
The partnership involves CallMiner gaining access to early-release versions of OpenAI models in Azure OpenAI in conjunction with Azure Speech to Text. This allows Callminer to deliver improvements in the accuracy and comprehension of machine-learned conversation intelligence.
CallMiner’s AI-powered conversation intelligence platform helps businesses realize ROI across various use cases. It intends to elevate conversation intelligence from the contact centre to the C-suite, including contact centre efficiency, customer experience and business performance improvement. Businesses can transform customer insights into action by combining CallMiner’s analytics capabilities with Azure AI and Azure Speech to Text.
“AI continues to reshape applications at Microsoft and in our partner ecosystems,” added John Montgomery, Corporate Vice President, AI Platform at Microsoft. “As one of the top users of Microsoft Azure AI technology, CallMiner delivers an innovative platform that adds significant value to our shared customers. I look forward to building on our collaboration and expanding these benefits to more organizations and industries.”
The AI Momentum Keeps Building
2023 has been a big year for AI-related announcements, including for Microsoft.
Earlier this year, Microsoft launched its own AI-powered productivity solution for 365, Copilot, which Microsoft CEO Satya Nadella described as “The most powerful productivity tool on the planet.” Microsoft also revealed an AI-powered collaboration with Siemens, a Teams-integrated app powered by generative AI to enhance productivity and innovation for industrial businesses.
This year’s Enterprise Connect witnessed several AI announcements. RingCentral launched a generative AI platform enabling businesses to turn conversation data into powerful insights. The first AI offering is RingSense for Sales, which assesses interactions between salespeople and potential customers to provide insights and performance metrics.
Zoom also revealed new generative AI features at this year’s EC that will help users compose emails and chat messages. The new functionality, built into Zoom IQ, is powered by a partnership with OpenAI. It can also summarise chat threads and produce meeting agendas.
Last month, Dialpad announced a raft of generative AI features for its central platform to boost agent productivity and reduce inefficiencies.
