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 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.
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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.”
Source: Businesswire
