CallMiner is also delivering new LiveTranslate capabilities – AI-powered, real-time translation that enables natural conversations between agents and customers in any language.
CallMiner, an AI-powered conversation intelligence and customer experience (CX) automation company, has 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 centre 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 organisations with agentic AI capabilities that reduce manual effort and improve accuracy.
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“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 organisations to uncover opportunities, take rapid and relevant action, and continually optimise 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, organisations can now automatically identify all contact reasons, outcomes, and behaviours – 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.
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- Interconnected analytics and automation capabilities:
Through 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, organisations can identify how virtual agents are performing and make changes as necessary.
- Enhanced customer engagement:
Through this intelligent automation, organisations 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-optimising.
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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 added, “Our latest advancements, including LiveTranslate capabilities, equip organisations 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.”
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