CallMiner Research Lab: Our experts talk AI, ML and R&D

The CallMiner Research Lab is a theoretical research team with a wide field of vision. Its research focuses on solutions and approaches that span across artificial intelligence (AI), machine learning (ML), and data science in general.

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CallMiner Research Lab

CallMiner Product Innovation Series: Q2 2025

CallMiner's, Bruce McMahon, shares key product updates from Q2 2025. He looks at data privacy enhancements, CallMiner RealTime updates, the acquisitio...

Technical basics series: PCA for "A/B" testing

Read this post from the CallMiner Research Lab to learn how to perform an "A/B" test and use PCA for ranking feature importance.

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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...

Five ways to be a better ally in contact centers

Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change t...

Detecting customer emotions with CallMiner

Detecting emotions is hard. It is hard for machines because it is hard for humans. Read this blog to learn why it is so hard and why the CallMiner pla...

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...

Coaching sales interactions takes more than experience – it takes the right technology

Technology continues to evolve. Rick Britt shares why it’s time to start moving the needle using technology like sales conversation analytics.

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...

We used our own product for Sales Conversation Analytics

The goal of Project Ice Cream was to use our own solution to gain a better understanding of the aspects of business and data that inform our use cases.

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...

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...

What a category is and why it's important

In AI research, we focus a lot of energy on the concept of a category. This blog breaks down what a category is and how we are researching it.

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CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. Our platform captures and analyzes 100% of omnichannel customer interactions delivering the insights organizations need to improve CX, enhance agent performance, and drive automation at scale. By combining advanced AI, industry-leading analytics, and real-time conversation intelligence, we empower organizations to uncover customer needs, optimize processes, and automate workflows and interactions. The result: higher customer satisfaction, reduced operational costs, and faster, data-driven decisions. Trusted by leading brands in technology, media & telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality, we help organizations transform customer insights into action.

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