New AI Capabilities Improve Summarization Features

CallMiner has announced new and enhanced AI capabilities for its platform, improving both post-interaction and real-time summarization features.

Building on features delivered in Q1 2023, the platform now uses an upgraded large language model (LLM) to provide more precise and customizable AI summaries for various use cases.

Additionally, a new automated follow-up actions feature uses AI-based summaries to initiate workflow tasks for contact centre agents. This feature integrates with CRM systems and the CallMiner Coach product, helping agents focus on delivering excellent CX while minimizing post-interaction tasks.

CallMiner has also introduced real-time summarization capabilities, delivering immediate, actionable summaries post-interaction. These features aim to boost agent productivity and reduce administrative tasks, with customizable editing permissions based on agent tenure, line of business, geography or other considerations.

Bruce McMahon, Chief Product Officer at CallMiner, said “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.

“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.”

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CallMiner is the leading cloud-based customer interaction analytics solution for extracting business intelligence and improving agent performance across all contact channels.

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Author: Hannah Swankie
Reviewed by: Xander Freeman