CallMiner, the global leader in customer experience (CX) automation powered by deep conversation intelligence, today announced new and enhanced capabilities. These updates make CX intelligence more accessible and actionable across the enterprise. The release includes expanded CallMiner AI Assist capabilities, a redesigned RealTime Command Post, and new customer education resources. Together, they help organizations uncover what matters in their customer interactions. Moreover, teams can act in the moments that count and improve outcomes across human and automated experiences.
Why Automation Needs Customer Intelligence
Organizations are adopting AI and automation at a rapid pace. However, deploying automation alone does not guarantee better outcomes. According to CallMiner’s 2026 CX Landscape Report, 99% of organizations now use automation in customer interactions. Yet just 24% describe their automated experiences as very positive. In addition, 68% say they do not use their CX data to their best advantage, up from 62% in 2025.
The organizations seeing the strongest results are ground automation in intelligence. Nearly half of those reporting very positive automated experiences consistently optimize automation using CX insights. By comparison, only 8% of those reporting mixed or negative experiences do the same. Containment rates alone cannot show whether automation is working. Instead, organizations need to know whether human and automated interactions meet customer needs.
CallMiner’s latest enhancements strengthen this intelligence-to-action cycle. First, they help organizations discover and quantify business-specific insights more easily. Next, they apply that intelligence to frontline performance and decision-making. Finally, they make these capabilities available to more users across the enterprise.
“Organizations have no shortage of customer conversation data — the challenge is making it easier for every team to understand what matters and act on it quickly,” said Bruce McMahon, Chief Product Officer, CallMiner. “With these latest enhancements, CallMiner is bringing intelligence and augmentation together: helping leaders ask better questions, supervisors coach with more context, analysts validate insights with evidence, and teams respond in the moments that shape the customer experience. That same intelligence is what tells organizations whether their automation is truly working for customers.”
What the Latest CallMiner Enhancements Include
- Expanded AI Assist data access: AI Assist can now reason over richer CallMiner data. This includes scores, measures, attributes, classifiers, and quantitative outputs. As a result, users can ask more specific questions and receive business-grounded answers based on their customer interactions.
- Evidence-backed intelligence: Research findings can include trends, counts, percentages, comparisons, charts, contact references, and supporting examples. Therefore, users can validate insights and share recommendations with confidence across the organization.
- Redesigned RealTime Command Post:CX intelligence Supervisors can locate in-progress conversations more easily. They can also surface the interactions that need attention first. Live dashboard control, real-time sentiment tracking, and AI-generated call progress summaries keep supervisors and agents aligned.
- CallMiner Online Help and CallMiner University: These resources help users adopt, learn, and maximize value from the CallMiner platform. Online Help offers extensive product documentation and step-by-step guidance. Meanwhile, CallMiner University delivers structured training and role-based learning paths.
- In-app tutorials: Guided product walkthroughs in CallMiner Coach, Outreach, and Analyze give users added support directly within their workflows.
The expanded AI Assist capabilities extend business-specific intelligence beyond the contact center to CX, VoC, and insights leaders. AI Assist reasons across CallMiner scores, measures, classifiers, and quantitative data. Consequently, it answers questions in the context of each organization’s own business. It also shows its work, including the counts, trends, comparisons, and contact references behind each finding. Teams can therefore validate an insight before they act on it or share it.
British Gas is already putting these capabilities to work.
“AI Assist’s advanced intelligence has significantly improved how we investigate customer issues and unexpected demand. Tasks that previously took hours of manual analysis can now be completed in minutes, helping us identify key insights, validate findings with evidence, and assess impact quickly. This enables faster, more confident decision-making and accelerates the move from insight to action.” – Jonathan McWilliams, Operational Root Cause Manager British Gas
On the frontline, the redesigned RealTime Command Post cuts the manual effort supervisors spend searching for conversations that need them. As a result, they can step in and coach with context while an interaction is still in progress. Intelligence only creates value when people act on it. For that reason, CallMiner University, Online Help, and in-app tutorials help every user, from CX intelligence agent to executive, get more from the platform.
Overall, these enhancements reflect CallMiner’s broader platform strategy. The company turns customer interactions into enterprise CX intelligence. It then uses that intelligence to improve people and inform automation. Finally, it analyzes the results to improve future experiences continuously.
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News Source: Businesswire.com
