CallMiner has announced that it improved post-interaction and real-time AI summarization features with generative AI to cater to specific use cases and make them more precise.
First introduced in early 2023, the post-interaction AI summarization capabilities have been upgraded with large language model (LLM) to provide insights after every interaction, improving decision-making and strategy execution enterprise-wide.
“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,” said Bruce McMahon, Chief Product Officer at CallMiner.
Based on AI-based summaries, a new, automated follow-up actions feature initiates workflow tasks, such as sending notifications or closing the loop with specific teams. AI-based follow-up actions integrate with CRM systems and the CallMiner Coach solution to empower agents to concentrate on providing high-quality customer experiences while reducing after-call effort.
The new real-time AI-based summarization capabilities provide concise, actionable summaries instantly after a customer interaction concludes. Agents can then edit them in the CallMiner RealTime Agent Assistant desktop client for revision. Organizations can control summarization editing permissions, enabling or disabling editing capabilities based on agent tenure, line of business, geography or other criteria.
