As we close out the first quarter of the year, I truly believe CallMiner is on track for a landmark 2025. Everything we’ve delivered in the first three months sets the stage for the incredible platform advancements that are still to come. 

And we’re not just making incremental improvements to existing products – we’re also delivering new, innovative products that are pushing CallMiner further into the customer experience (CX) space, empowering new and existing customers to transform their customer feedback and engagement initiatives.  

If you haven’t already heard about CallMiner Outreach, I encourage you to explore it further. The product leverages AI to deliver personalized, contextual customer engagement campaigns, including surveys and closed-loop efforts, improving response quality and customer insights. By combining Outreach with our industry-leading conversation intelligence platform, we’re helping organizations gain deeper, more impactful CX insights to improve customer journeys, strengthen loyalty, and increase satisfaction. It’s a game changer. 

CallMiner’s product innovation and development teams continue to operate at full speed, delivering the solutions our customers need to transform customer service and experience. Read on for more. 

CallMiner AI Assist advancements

After launching CallMiner AI Assist at CallMiner’s annual customer conference in October 2024, we’ve dedicated significant resources over the past two quarters to quickly building what I believe is the most powerful, extensible agentic AI framework in the industry. In the last few months alone, we’ve enhanced precision and flexibility in category building and chart generation, better supporting real-world conversational patterns and increasing the insights that can be uncovered while continuing to reduce manual effort. We’ve also made updates related to how CallMiner AI Assist understands intent, suggests next actions based on conversational context, dynamically invokes workflows, and more.  

AI model upgrades

AI is ever-evolving, and CallMiner’s extensible framework was built with this agility in mind. It ensures we can improve the performance and accuracy of any given feature as needed. During Q1 2025, we upgraded a number of our AI models supporting redaction, transcription, and contact summarization. Among other performance and quality enhancements, these upgrades improve the detection of numeric entities when only the last four digits are present, such as with social security numbers or international equivalent government identification numbers.  

CallMiner has supported AI redaction and contact summarization for years now, but we’re constantly monitoring and testing models to ensure their outputs are meeting the requirements of our customers. These model upgrades are a direct result of that continuous improvement methodology.  

Bulk export API enhancements

CallMiner prides itself on being highly flexible, ensuring our customers can push and pull data from the platform as they need to; enhancements to our bulk export API make this even easier and efficient to achieve. Over the past quarter, we’ve made enhancements to the ways to filter and ask for data, as well as to the data itself. This includes adding content to the bulk export, supporting more frequent exports, expanding the filters we allow for searching, downloading audio, enabling cloud storage support, and more.  

We’re only three months into 2025, and there is still a lot more to come this year. Stay tuned as we continue to innovate on our products, enhance new and existing features, and deliver the industry’s leading conversation intelligence platform.