CallMiner has enhanced its platform with advanced generative AI capabilities to boost post-interaction and real-time AI summarisation.
Expanding on the advancements made in 2023, CallMiner has further enhanced its post-interaction AI summarisation capabilities by integrating a more advanced large language model (LLM). This strategic move aims to strengthen conversation intelligence, enriching the experiences of both customers and employees.
“CallMiner was one of the first to market with AI summarisation last year, and we’ve continued to build on and evolve those capabilities based on customer feedback and needs,” said Bruce McMahon, Chief Product Officer at CallMiner.
Our new and enhanced AI summarization features, including action items, editing and real-time capabilities, will help organizations unlock deeper customer insights, drive smarter decisions and improve CX. These are just the latest of the many purpose-built, generative AI innovations added to the CallMiner platform, aimed at delivering impactful business outcomes.”
Enhancements to existing AI summarisation capabilities, along with new real-time summarisation features, are now available to both new and existing CallMiner customers.
More Specifics On The New Features
The enhanced AI-based summaries now offer customisation with parameters specific to various use cases, such as collections, support, and sales, aiming to make them more precise, tailored, and valuable. With these improvements to the existing AI summarisation features, CallMiner intends to equip organisations with actionable insights after every interaction, optimising decision-making and strategy execution across the enterprise.
CallMiner has also introduced a new automated follow-up actions feature, which leverages the AI-generated summaries to trigger workflow tasks for contact centre agents. This includes sending notifications or coordinating with specific teams, a feature smoothly integrated with CRM systems and the CallMiner Coach product.
These AI-driven follow-up actions enable agents to focus on delivering superior customer experiences while minimising after-call work and ensuring that no critical tasks are missed following an interaction.
The new real-time AI-based summarisation capabilities provide concise, actionable summaries immediately after a customer interaction ends. These instant summaries enable organisations to boost agent productivity and lessen the administrative tasks required both during and after the interaction.
Within the CallMiner RealTime Agent Assistant desktop client, agents have the convenience of reviewing and editing real-time summaries without deviating from their current workflow.
Furthermore, organisations have the flexibility to manage summarisation editing permissions, allowing them to enable or disable editing features based on factors such as agent tenure, business line, geography, or other criteria.
What Else Has CallMiner Been Up To In 2024?
Last month, CallMiner launched the CallMiner App Marketplace, its “one-stop destination” for conversation intelligence solutions.
The CallMiner App Marketplace, designed to support CallMiner product extensions and complementary partner technology apps and services, builds upon the company’s longstanding strategy of developing a partner ecosystem and network.
The CallMiner App Marketplace allows partners to showcase their solutions to CallMiner customers effectively. Third-party service partners bring expertise in industry-specific solutions, staff augmentations, custom integrations, and more.
Meanwhile, technology partners who seamlessly integrate with CallMiner empower end users by providing enriched data and valuable insights. By leveraging the App Marketplace, CallMiner partners can access new business opportunities and create additional revenue streams.
