With the introduction of advanced AI classifiers, CallMiner makes it easier than ever to automatically categorise, interpret, and visualise customer conversations across channels and languages.
CallMiner, the customer experience (CX) automation powered by deep conversation intelligence, has announced several new and enhanced AI capabilities that strengthen its market-leading platform.
These updates deliver greater personalisation, enhanced contextual understanding, and more flexibility, enabling organisations to act faster, automate smarter, and improve customer outcomes.
With the introduction of advanced AI classifiers, CallMiner makes it easier than ever to automatically categorise, interpret, and visualise customer conversations across channels and languages.
AI classifiers are created based on analysis of recent interactions specific to each company, capturing full contextual intelligence. The result is deeper insights that support agentic AI discovery, efficiency, and business decisions.
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Adding to CallMiner’s collection of AI classifiers, which already include reason for contact, outcome, and named entities, organisations can now use AI classifiers for whole-contact sentiment analysis.
AI sentiment detection goes beyond traditional methods to accurately identify positive, neutral, and negative tones in context — even in domain-specific language, mixed emotional states, or short-form messages like voicemails and chat.
Designed with transparency, explainability, and human oversight in mind, this new functionality reflects emerging industry standards and regulatory guidance, such as the EU AI Act, while enabling organisations to continue benefiting from traditional category creation for precise, custom use cases, like coaching and agent performance.
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Further, new customizable summary capabilities allow organisations to tailor AI-generated interaction summaries to their own goals, compliance requirements, and preferred formats.
This includes customer experience summaries, improving service by giving agents an instant view of prior interactions and important knowledge in real time.
Unlike platforms that offer a single summary approach, CallMiner’s customizable templates give users the ability to write custom prompts from scratch or adapt pre-built templates for faster deployment, ensuring the most relevant conversation insights are captured every time.
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With these features added to CallMiner’s industry-leading CX automation platform, organisations gain:
- Advanced business intelligence through the integration of AI classifiers with CallMiner AI Assist, CallMiner’s natural language agentic AI interface
- Greater visibility into conversation insights through fully automated classification paired with rich dashboard visualisations, including tree map, stacked bar, and Sankey views
- Increased flexibility in capturing insights with customizable interaction summaries, easily edited, tested, and adapted to any team, use case, or business requirement
- Streamlined automation workflows and faster action via seamless export and integration options across business systems
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“At CallMiner, we’re not just keeping pace with the industry; we’re setting the bar for innovation,” said Bruce McMahon, Chief Product Officer at CallMiner. “These latest advanced AI capabilities build on our market-leading platform, delivering deeper insights, greater flexibility and ease of use, and faster time-to-value.”
“We remain focused on strengthening our foundational intelligence layer, enabling smarter CX automation, agent augmentation, and agentic AI discovery, and helping organisations achieve measurable improvements in efficiency and customer experience.”
With these innovations, CallMiner reinforces its position as the trusted partner for enterprises seeking to unlock more insight from their customer interactions and drive smarter AI-driven automation strategies.
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