CallMiner Advances Agentic AI Framework to Transform CX with Intelligent Automation

CallMiner, the global leader in AI-powered conversation intelligence and customer experience (CX) automation, today announced advancements to its agentic AI framework, interconnecting analytics and automation workflows across the entire platform. These enhancements transform every stage of customer engagement, making it easier to leverage intelligence from customer interactions to autonomously take action, implement processes, and improve automation decisions.

According to CallMiner’s 2025 CX Landscape Report, 96%* of CX and contact center leaders view AI implementation, including generative AI and agentic AI, as a key strategy, up from 87% in 2024. Further, the same number (96%*) agree AI will be key to unlocking the full potential of their employees, up from 90% in 2024. CallMiner continues to support organizations with industry-leading agentic AI capabilities that reduce manual effort and improve accuracy.

"At CallMiner, we believe that every interaction can be fuel for smarter decisions, deeper customer relationships, and measurable business growth," said Bruce McMahon, Chief Product Officer, CallMiner. "By seamlessly linking powerful analytics with intelligent automation through our advanced agentic AI framework, we’re empowering organizations to uncover opportunities, take rapid and relevant action, and continually optimize outcomes – all while enabling employees to focus on higher-value, customer-impacting work.”

As part of the latest advancements, CallMiner has delivered:

• Improved automated AI analytics: Building on existing proactive discovery capabilities, organizations can now automatically identify all contact reasons, outcomes, and behaviors – based directly on their own data – with a high degree of accuracy. These updates improve the quality of intelligence and the output of AI analytics, as well as how the platform builds automated workflows from classifications.
• Interconnected analytics and automation capabilities: Through advanced agentic AI, the CallMiner platform can now automatically create virtual AI agents (voice or chat) in minutes based on use cases identified via automated proactive discovery. The interconnection between CallMiner’s agentic AI and intelligence capabilities helps users quickly understand and take action on opportunities for automation. Further, based on continuous monitoring, organizations can identify how virtual agents are performing and make changes as necessary.
• Enhanced customer engagement: Through this intelligent automation, organizations can also use agentic AI to automatically trigger customer engagement initiatives through CallMiner Outreach. By using automatically discovered triggers to set outreach parameters – or use them as suggestions for human-in-the-loop oversight – customer engagement and survey efforts become faster, more relevant, and more self-optimizing.

Additionally, CallMiner is delivering new LiveTranslate capabilities – AI-powered, real-time translation that enables natural conversations between agents and customers in any language. Fully integrated into the CallMiner platform, LiveTranslate removes communication barriers, extends existing staff abilities, and enhances CX.

McMahon continued: “Our latest advancements, including LiveTranslate capabilities, equip organizations to meet the demands of today, while anticipating and shaping the future of exceptional CX. Through our agentic AI platform, CallMiner is making it easier to instantly and automatically engage any customer, in any language, through human or virtual agents – creating faster, smarter, and more impactful outcomes that drive lasting loyalty and growth.”

These newly announced capabilities will be available to CallMiner customers in Q4 2025. Learn more about CallMiner here.

* Where historical data and comparisons are discussed, business process outsourcing industries data are excluded, to ensure the data points are comparable to previous years.