CallMiner Leverages Generative AI to Enhance Post-Interaction and Real-Time AI Summarization
15 Julio 2024 - 7:30AM
Business Wire
New and enhanced capabilities, including
automated follow-up actions and summarization editing, drive agent
productivity and improve customer experience
CallMiner, the leading provider of conversation intelligence to
improve customer experience (CX), has announced new and enhanced
generative artificial intelligence (AI) capabilities to advance
post-interaction and real-time AI summarization features in the
CallMiner platform.
Building on features delivered in Q1 2023, CallMiner has
improved its post-interaction AI summarization capabilities through
the adoption of an upgraded large language model (LLM). Improved
AI-based summaries can be configured with use-case specific
parameters, such as collections, support, sales, and more, making
them even more precise, tailored and valuable. With enhancements to
existing AI summarization features, CallMiner is empowering
organizations with insights after every interaction, improving
decision-making and strategy execution enterprise-wide.
Further, a new, automated follow-up actions feature, based on
the AI-based summaries, makes it possible to initiate workflow
tasks for contact center agents, such as sending notifications or
closing the loop with specific teams. Integrating directly with CRM
systems and the CallMiner Coach product, AI-based follow-up actions
empower agents to concentrate on providing high-quality customer
experiences, while reducing after-call effort and ensuring no
crucial tasks get overlooked post-interaction.
CallMiner has also introduced new real-time AI-based
summarization capabilities, delivering concise, actionable
summaries instantly after a customer interaction concludes. With
access to immediate summaries, organizations can increase agent
productivity and reduce required administrative tasks, both during
and after an interaction. Within the CallMiner RealTime Agent
Assistant desktop client, agents can easily review and edit
real-time summaries without having to navigate away from their
workflow. Organizations can control summarization editing
permissions, enabling or disabling editing capabilities based on
agent tenure, line of business, geography or other
considerations.
“CallMiner was one of the first to market with AI summarization
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 summarization capabilities and the
new real-time summarization features are now available to new and
existing CallMiner customers. To learn more, request a demo or
contact sales@callminer.com.
About CallMiner
CallMiner is the global leader in conversation intelligence to
improve customer experience (CX). CallMiner delivers the industry’s
most comprehensive platform to analyze omnichannel customer
interactions at scale, combining deep domain expertise with cutting
edge AI technology and machine learning. By elevating insights from
the contact center to the boardroom, 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
all major verticals including technology, media and telecom (TMT),
retail, manufacturing, financial services, healthcare, and travel
and hospitality. To learn more, visit CallMiner.com, read the
CallMiner blog, or follow us on LinkedIn, X and Facebook.
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version on businesswire.com: https://www.businesswire.com/news/home/20240715936647/en/
Jessica Bettencourt Inkhouse on behalf of CallMiner
callminer@inkhouse.com (+1) 774-451-5142