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March 27, 2023
Building on vast AI and ML expertise, CallMiner’s new AI redaction and summarization offerings help improve efficiency and accelerate time to value
CallMiner, the leading provider of conversation intelligence to drive business performance improvement, today announced new artificial intelligence (AI)-driven capabilities for improved redaction and automated summarization. These features advance CallMiner’s AI-powered platform, and help organizations increase operational efficiency, reduce risk and improve agent satisfaction, while driving a positive customer experience (CX).
“AI is receiving significant attention recently. CallMiner’s latest updates build on the AI-based technology that already exists in our platform, strengthening our ability to drive value for organizations,” said Bruce McMahon, VP of Product Management, CallMiner. “Our new AI redaction and AI summarization features address common challenges our customers face, such as helping agents focus on more high-value tasks, and strategically leverage CallMiner’s native models and data science prowess to reduce time to value.”
Conversations across all channels are increasing between companies and their customers. These conversations contain important insights into customer behaviors, preferences and demands that are utilized within the contact center to drive efficiency and improve overall CX, as well as guide broader business performance improvements. These interactions often contain sensitive Payment Card Industry (PCI) information, Protected Health Information (PHI) and Personally Identifiable Information (PII) that needs to be protected. CallMiner is using AI to empower organizations to deeply understand customer interactions and reduce manual after-call work for agents, while only redacting the entities that are necessary with highly accurate AI redaction. This provides security and peace of mind, while keeping more of the conversation for analysis.
With the new AI-based features, the CallMiner platform delivers:
“CallMiner has a proven reputation for leveraging AI to drive business improvements within the contact center and ROI across an organization,” said Paul Bernard, President and CEO, CallMiner. “The latest platform updates strengthen our position as the industry leader in conversation intelligence. I’m confident in our strategic application of AI to drive systemic and transformational change for our customers.”
AI redaction and AI summarization are now available to new and existing CallMiner customers. To learn more, visit CallMiner at Enterprise Connect 2023, booth 1127, visit callminer.com or contact email@example.com.Back to Press Releases
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.