CallMiner has introduced new AI guidance capabilities to help contact centre agents receive real-time support during live customer interactions.
CallMiner, a customer experience automation company specialising in conversation intelligence, has introduced new AI-powered guidance capabilities within its CallMiner RealTime platform to help contact centre agents receive context-aware support during live customer interactions.
The new feature allows agents to request real-time assistance during conversations, providing immediate guidance based on company knowledge sources while maintaining human oversight. The enhancement builds on CallMiner’s existing real-time alerts and aims to improve agent performance, customer service quality, and operational efficiency.
The launch comes as organisations continue investing in AI tools to support frontline employees and deliver more consistent customer experiences.
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Providing Real-Time Support for Agents
“CallMiner RealTime has long helped agents navigate conversations with timely reminders and alerts. Our new AI guidance takes that one step further, giving agents the ability to request real-time, context-aware support exactly when they need it, keeping them in control of the interaction with full visibility into the guidance they receive,” said Bruce McMahon, Chief Product Officer, CallMiner.
The AI guidance feature enables agents to access tailored responses during customer conversations while allowing them to review the original source material behind recommendations for additional validation.
Improving Customer and Agent Outcomes
The solution combines agent-initiated AI guidance with existing event-based alerts that help reinforce compliance requirements, operational processes, and customer service best practices.
CallMiner also links AI guidance interactions with its analytics and coaching platforms, enabling supervisors to identify knowledge gaps, refine training programmes, and improve future customer interactions based on agent behaviour and support requests.
As contact centres increasingly adopt AI-powered agent-assistance tools, real-time guidance capabilities are becoming an important part of improving customer experiences and helping agents handle conversations more effectively.
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