Artificial Intelligence

Learn how artificial intelligence can help call center managers gain insights call and text interactions. Artificial intelligence is at the forefront of call center technology helping call center agents achieve better outcomes.

All CallMiner Research Lab

Buyer's guide: How to choose the best NLP software

This blog reviews what natural language processing is and explores expert tips and best practices for choosing the best NLP software for your business...

What is text analytics and how does it work?

Text analytics has become an important technology for businesses across a wide variety of sectors and industries. This blog explores how text analytic...

The H.U.M.A.N.E approach to CX: Six steps for improving customer interactions with AI

As artificial intelligence becomes more advanced and accessible, it is essential to employ both human service and automation in the contact center. Re...

How can artificial intelligence help shape the future of collections?

AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, will explore how at Credit Connects Online Collections Technol...

Four eras of AI innovation in conversation intelligence

Want to know more about AI’s role in conversation intelligence? This blog looks at four eras of AI and the impact they’ve made on customer-centric com...

Technical basics series: The singular value decomposition (SVD) 101

Singular value decomposition (SVD) is important to data science, as it provides a ranking of features stored by a matrix. Learn more about SVD applica...

Technical basics series: Bayesian inference 101

All statisticians use Bayes’s theorem, even frequentists. What makes you a Bayesian is in how you interpret it. The CallMiner Research Lab breaks it d...

Technical basics series: From Python to Haskell

Haskell is a big functional language. Instead of laying out the language systematically, the CallMiner Research Lab starts with the parts most similar...

Introduction to Responsible AI: The CallMiner Research Lab Responsible AI Framework

CallMiner Research Lab Responsible AI Framework outlines definitions, concerns, as well as driving questions about our tools, models, and datasets.

How much AI is ‘real’ in CallMiner? All of it.

The question should be, “does one company do that better or more powerfully than the competition?” For CallMiner, our solution, with a logical blend o...

Introduction to Responsible AI: Unpacking the harms

The latest in our Responsible AI blog series, the CallMiner Research Lab explores two of the main categories of harms that AI outputs can cause: Harms...

Introduction to Responsible AI: Unpacking bias

Part of what makes Responsible AI difficult is the vast set of ideas, theories, and practices that it interacts with. The CallMiner Research Lab unpac...

What is conversational intelligence?

Conversational intelligence is a powerful tool that can help organizations gain a deeper understanding of customer interactions. Read more about what ...

The ultimate guide to sentiment and emotion analysis

Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights...

Forrester study highlights the value of customer intelligence

Discover why Forrester Consulting examined the latest trends in customer intelligence.

You’re not really sorry.

The CallMiner Research Lab uses AI to understand and improve conversations between a company and its customers. Here is what the data tells us about s...

Can you legislate AI?

The CallMiner Research Lab weighs in on the proposal recently released by the European Union on how to regulate artificial intelligence.

Technical basics series: A breakdown of Cython basics

Python can already call external C/C++ code from Python. However, Cython greatly simplifies that effort and boosts performance. Learn more about Cytho...

Introduction to Responsible AI

Models in today’s world have a real, tangible, and sometimes life-changing impact on the lives of real people, bringing to light an important new side...

AI + collections: How technology can help organizations adapt to change, fast

Learn how AI and other technology can help support collections organizations. CallMiner will be speaking at the Collections Technology Think Tank 2.0 ...

25 Examples of Contact Center Interactions & Judgments That AI Will Never Be Able to Make

This article outlines 25 key contact center interactions and judgments AI cannot handle as well as humans can.

24 AI Professionals & Ethics Experts Reveal the Most Overlooked Obstacles for Companies When It Comes to AI Ethics/AI Bias (and How to Overcome Them)

Read this article to learn the most overlooked obstacles for organizations when it comes to AI ethics and AI bias.

The fusing of AI & automation with human judgment in call center success

See the way users and AI mesh to complete tasks in order for AI to deliver the fullest benefits to employees, organizations, and the customers they se...

What is eDiscovery?

Learn more about the meaning of the term ‘eDiscovery’ as well as the current legal and procedural landscape that surrounds it.

24 Marketers, CX Experts & Analytics Pros Reveal the Most Creative Uses of Predictive Analytics to Improve the Customer Experience

Marketers, analytics pros, and CX experts named these the most innovative ways companies are leveraging predictive analytics to improve customer exper...

What Are Customer Analytics?

Learn what makes customer analytics so powerful in providing actionable developmental insights to growing companies.

What is Text Analytics?

Gain an understanding of the various types of text analytics in order to grasp the function of text analysis in a business context.

Machine learning algorithms: A tour of ML algorithms & applications

Learn more about machine learning algorithms and their current uses in a variety of industries.

21 Marketers, Analytics Pros & Business Leaders Reveal the Most Creative Uses of Predictive Analytics in the Call Center

We reached out to 21 analytics professionals & business leaders to learn their most creative uses of predictive analytics in the call center.

The Top 50 Marketing Analytics & Data Analysis Certifications & Courses

Big Data represents a major opportunity for companies to turn all this readily available data into business intelligence and transform decision making.

Fraud Spreads as Does the Coronavirus: Steps to Take

Here are specific steps your employees can take during the pandemic to protect themselves and your company against rising fraud.

What is Robotic Process Automation (RPA)? Definition, Tips & Best Practices

Read how Robotic process automation works, our best practices for implementing RPA, and tips for overcoming common challenges faced during implementat...

Data Mining Tools Buying Guide: Expert Tips for Choosing the Best Data Mining Tools

To help you find the right data mining solution, we’ve compiled a list of tips, quotes and other insights from experts around the web.

How to Choose the Best Data Visualization Tools

Businesses have access to more data now than ever before. These concepts and tips will help you fully understand data visualization and how to choose ...

Only at LISTEN: An AI Perspective from Outside the Cave

At LISTEN, experience our most complete and advanced AI track to date with an AI-centric keynote and four dedicated AI sessions ranging from moderate ...

Data Analytics Tools: Tips, Best Practices & Buyer’s Guide

To get maximum value from your data, leveraging the right data analytics tools is a must.

Data Mining: Definition, Techniques, Tools & Tips

Gain an understanding of data mining, including data mining techniques, tools for data mining, and data mining best practices you should know.

Business Intelligence Software: How to Choose the Best Software

Companies are using business intelligence software today than ever before. These expert BI software tips will help you make smart BI buying decisions.

What is Business Intelligence? Definition, Techniques, Tools and Tips from Experts

Business Intelligence (BI) uses data analytics techniques and business intelligence tools to uncover actionable insights. Learn how to leverage BI sol...

Partnership News: DataRobot and CallMiner to Accelerate AI Capabilities

CallMiner has announced a partnership with DataRobot designed to accelerate AI capabilities within the contact and customer experience center.

Ask the Expert: Your Topic Modeling and Machine Learning Questions Answered!

Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing.

Smart Implementation of Machine Learning and AI in Data Analysis: 50 Examples, Use Cases and Insights on Leveraging AI and ML in Data Analytics

More companies are leveraging machine learning (ML) and artificial intelligence (AI) in data analytics to increase efficiency and gain a competitive a...

3 Potential Pitfalls of DIY Speech Analytics

Let’s look at why it’s attractive on the surface to undertake DIY speech analytics and the pitfalls companies we work with have encountered when they ...

25 call center leaders share ways to boost contact center efficiency

Contact center efficiency is a struggle for managers at one time or another. And because efficiency is directly tied to minimizing overhead costs in t...

Ask the Expert: 6 Questions About AI in the Contact Center

CallMiner's VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user community on a variety of topics on artificial i...

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer.

See CallMiner At Enterprise Connect 2019!

Meet us at Enterprise Connect. CallMiner has a number of activities going on which we invite you to attend that focus on AI, contact center technology...

Hear from the Experts How AI Drives Better Customer Experiences

Using artificial intelligence to evaluate and understand past contact center conversations shows businesses what to expect and gives them the opportun...

30 Marketing Pros & Data Analysts Reveal How Marketing Data Analysts Can Better Impact Marketing ROI

Marketing analysts are often expected to predict the future, and, fortunately, tools like interaction analytics are available that can help them do ju...

Thoughts From The AI Summit In San Francisco

Last week we had the opportunity to attend and speak, and really geek out at the AI Summit in San Francisco, the heart of technology innovation.

Putting Customer Conversations to Work in the Call Center

Customers have conversations with more than one department in your organization during the customer lifecycle journey. Customer interaction analytics ...

Check In On Key 2018 Trends in Contact Center & Customer Experience

Read the full Aberdeen report here to gain a full understanding of which strategies and trends are most important in 2018.

7 Ways of Using Speech Analytics To Shape Your AI Strategy

Learn how speech analytics can inform your artificial intelligence (AI) strategy and optimize your customer experience by uncovering valuable customer...

CallMiner Named a Leader in AI-Fueled Speech Analytics

Today we are excited to announce that CallMiner has been named a Leader in The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018.

The Machine Learning Okey Dokey Hypothesis

We’re always looking for new ways to incorporate machine learning into speech analytics. I ended up with some interesting findings that really show th...

The Role of AI in Customer Experience [Infographic]

See in our infographic more insights and predictions on how AI is changing the customer experience for the consumer and in your call center.

Interaction Analytics Can Help Turn Your Call Centre Into A Predictions Centre

Here are three emerging use cases that can help you take your Interaction Analytics programme to the next stage and convert your contact centre into a...

Yanny vs. Laurel: Speech Analytics AI Weighs In

The CallMiner team has been watching the Yanny-Laurel debate with great excitement. Without further ado, here is what our speech analytics software Eu...

16 examples of artificial intelligence across 6 industries

Artificial intelligence (AI) is going to impact our entire economy. Learn how AI data analytics is being used across 6 industries to analyze customer ...

A Comprehensive History of AI in the Call Center: From ACDs to Predictive Analytics and Beyond

Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers calling into the call center for customer serv...

What is Artificial Intelligence (AI)? A Definition of Artificial Intelligence, Challenges and Benefits of AI, and More

Artificial intelligence (AI) gives machines the ability to learn from experience as they take in more data and perform tasks like humans.

Using Speech Analytics to Identify Vulnerable Customers

Both UK energy and water companies offer services specifically designed to support customers in vulnerable positions due to situations such as medical...

Marketing Data Analysis Tips: 51 Marketing Data Analysis Tips and Tricks, Analysis Techniques, and More

We’ve rounded up 51 marketing data analysis techniques and tips from leading data analysts to help you take actions that generate results.

The Most Important Algorithms for Marketing Data Analysts to Understand

Search engine and social media algorithms determine how a brand’s content performs online. Learn which algorithms matter the most to marketing data an...

What are Database Marketing Metrics?

Database serves as the central, shared source of customer and prospect information which can be used for a variety of business purpose.

Top Marketing and Analytics Podcasts: 50 Informative, Entertaining Podcasts on Marketing and Analytics from the Most Influential Podcasters and Industry Experts

We’ve put together this list of 50 top marketing and analytics podcasts to make the search a bit less painful for you.

What is Business Intelligence? How it Works, Best Practices, Tips, and More

Companies today leverage business intelligence software to pinpoint and extract valuable insights from the large volumes of data they store.

What You Can Learn from Netflix About Big Data & Customer Engagement

Want to learn more about how to increase your customer engagement? Just look at how Netflix uses big data to improve customer satisfaction.

NLP, AI & Speech Analytics in the Contact Center

Artificial intelligence has become a tool that contact centers have used with more frequency to work with customers.

How Marketers Can Leverage Big Data for CX Insights: 35 Marketing Experts & Customer Experience Pros Share Their Top Tips for Leveraging Big Data to Improve CX

How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Lever...

Leveraging natural language processing and NLP tools to their fullest

There are three common mistakes that most businesses are making when relying on software that offers natural language processing.

Use Big Data for a chance of having a Big Year in 2017

In a world of uncertainty, being able to make informed decisions in response to changes will be vital to success.

Data Mining In the Contact Center

Data mining can turn contact center data into valuable, actionable information. See how data mining can help your business.

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