It has been a busy year at CallMiner. This past quarter, in particular, we have moved our platform forward in a way that is truly innovative and industry leading. Much of this work culminated at LISTEN US 2024 – in Dallas at the beginning of October – where we recapped these significant product enhancements and shared what’s to come in 2025.

Whether you were able to attend LISTEN US or not, I’m confident in the value you’ll gain for these recent platform updates. I’m particularly excited about the launch of CallMiner AI Assist, which as of our November release is live in the platform. It’s so much more than a help bot – it’s transforming how our customers get value out of and interact with generative AI within CallMiner.

I look forward to expanding on this product momentum in the year ahead. Everything we have planned, which continues to span all of the use cases that matter most to our customers, is aimed at helping you get more out of your conversation intelligence investments.

Read on for more.

Dynamic speaker targeting updates

We’ve improved how users filter analytics related to speakers. While speaker filtering at the search and category level has been available for some time, recent updates have made it possible to apply these filters dynamically, for in the moment evaluation without intensive, retroactive data processing.

Ultimately, this update provides a deeper level of analytics with less upfront effort, enhances accuracy by enabling speaker targeting of AI classifiers, reduces the risk of inaccurate syntax, and more accurately represents category hits when filtering by speaker.

This is a great example of a customer-requested update – CallMiner is always asking our customers for feedback on our platform, and we listen in the form of delivering real, tangible product improvements.

CallMiner AI Assist launches

CallMiner AI Assist is CallMiner’s agentic AI framework that helps users take action and automate analytics tasks across the entire customer spectrum. Further, by providing the option for AI delegation, AI Assist helps users get more value from the platform with less effort, while still delivering necessary oversight and control.

CallMiner AI Assist is part of the Enhanced AI Module – a collection of advanced generative AI capabilities that also includes contact summarization, semantic search, and AI classifiers. With these complementary features, organizations can rapidly drive business improvement while reducing overall effort.

CallMiner AI Assist is the most recent, and possibly most powerful, update in the long list of AI advancements that CallMiner has delivered in 2024.

Content visibility enhancements

Updates in CallMiner Analyze, including the ability to set a visibility mode, make it easier to control and filter data in the platform.

The benefits of these controls include: improving security and compliance by enforcing least privilege access and reducing unauthorized data exposure; streamlining user experience by filtering out non-essential data and ensuring users see what’s relevant; supporting expanded use cases across teams; and more.

I look forward to all that’s to come in 2025 and sharing more as we introduce new features and enhancements during the year ahead.