CallMiner Advances Agentic AI Architecture, Making it Easier for Organizations to Gain Insights from and Take Action on Customer Conversations

New supervisor and research agents within CallMiner AI Assist support deep data investigation, complex task completion, education and content creation

CallMiner, the leading provider of AI-powered conversation intelligence to improve customer experience (CX), today announced significant advancements to CallMiner AI Assist, building on the agentic AI architecture introduced in October 2024. These updates redefine how organizations use natural language to turn customer interaction data into actionable insights, accelerating workflows and driving smarter business decisions with minimal human intervention.

According to Forrester, “Agentic AI systems are poised to not only become the backbone of the knowledge economy but will completely redefine how organizations operate and compete.” CallMiner is supporting this industry transformation by empowering users with agentic AI capabilities that understand complex customer motivations, as well as actively manage workflows, research, analysis and content creation – all through seamless collaboration among specialized AI agents.

“As generative AI becomes table stakes, companies will need to differentiate themselves by embracing agentic AI architecture. I believe that CallMiner is setting the bar by delivering the innovative agentic AI capabilities users need to uncover customer insights faster than ever before,” said Bruce McMahon, Chief Product Officer, CallMiner. “The latest enhancements to CallMiner AI Assist build on our vision for agentic AI, which is focused on using technology to revolutionize how companies harness conversation data with deep investigation and meaningful, enterprise-wide action.”

As part of the latest advancements, CallMiner AI Assist now uses a hierarchy of AI agents to divide tasks into workflows that can be assigned and accomplished to answer complex questions. This includes:

• Research agents that, via enhanced “Investigate” functionality, enable analysts to pose natural language questions via a simple interface, triggering comprehensive research and insight exploration with actionable findings. Further, users can pass specific customer interactions into CallMiner AI Assist via the “Review” function in Analyze, giving analysts optional control for increased transparency and supporting deeper analysis.
• Supervisor agents that help manage workflows between other agents to achieve complex tasks (like creating content and reports), provide education, analyze data based on user input and past interactions, or make suggestions and recommendations for next steps. This includes being able to proactively surface emerging patterns, identify critical signals, and flag high-risk or high-reward opportunities within customer conversations.

With the addition of these new research and supervisor agents, CallMiner AI Assist empowers organizations to easily uncover customer challenges, motivations and patterns, and create meaningful reports aimed at improving customer outcomes and experiences.

“CallMiner AI Assist is a powerful example of how agentic AI can accelerate workflows, lower technical barriers, and quickly turn insights into action,” McMahon added. “For organizations, this means they can better understand their customers, make smarter decisions, and ultimately drive superior business results.”

CallMiner’s agentic AI framework empowers users with connected workflows across the CallMiner platform and suite of products. This integrated approach ensures customer insights can be turned into proactive action in the form of notifications and reports to address issues and provide resolution as they happen.

The enhanced CallMiner AI Assist capabilities are currently available to new and existing CallMiner customers. Learn more on the CallMiner website here.