Voice of the Customer (VoC)

Through sentiment and emotion analysis, you can gather insights from unsolicited feedback into how customers feel and improve real-time conversation outcomes.

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CallMiner Research Lab

Considering a homegrown generative AI solution for conversation intelligence? Here’s why it’s harder than you think

Today's conversation intelligence solutions are applying GPT and LLMs, and organizations must carefully evaluate building in-house solutions. Read thi...

How BPOs can use AI to improve quality assurance

Quality assurance (QA) should serve as the baseline for BPOs’ client services. Here’s how to use AI-based conversation intelligence to improve QA and ...

Research Lab

Our AI and research experts give you an inside look at our platform

Learn the latest from our team of researchers and data scientists as they break new ground in the area of conversation analytics

CallMiner Named the Only Leader in Conversation Intelligence for Customer Service

Forrester Research has named CallMiner the Leader in The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023 report, receiving to...

CallMiner Product Innovation Series: August 2023

CallMiner's VP of Product, Bruce McMahon, shares updates from the 2023.08 release that ensure organizations get flexibility, customization and ultimat...

CallMiner Product Innovation Series: July 2023

CallMiner VP of Product Management, Bruce McMahon, shares updates in the 2023.07 release, including the type of data users can collect, as well as how...

CallMiner Product Innovation Series: June 2023

CallMiner's VP of Product Management, Bruce McMahon, shares updates from the CallMiner 2023.06 platform release, including AI-based contact summarizat...

Using AI to address five critical business challenges in healthcare

From consumerization to bad debt to staffing shortages, here’s how healthcare organizations can address five of the most critical challenges in 2023 w...

CallMiner Product Innovation Series: May 2023

Bruce McMahon, VP of Product Management, shares key updates from CallMiner's 2023.05 release, including the rebrand of CallMiner Alert to CallMiner Re...

25 examples of NLP & machine learning in everyday life

NLP, ML and AI are everywhere in everyday life, and most people have encountered these technologies in action without even being aware of it. This blo...

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...

6 Steps to Improve 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...

CallMiner report reveals more than 60% of organizations don’t collect enough data to improve CX

CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount...

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...

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CallMiner

CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

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