CallMiner Introduces On-Demand AI Agent Support

CallMiner has added new AI guidance capabilities to its CallMiner RealTime platform, enabling contact centre agents to request support during live customer interactions.

The new feature provides context-aware assistance based on an organization’s own knowledge base and complements the platform’s existing real-time alerts for compliance and process guidance.

Responses include links to source materials, allowing agents to review and validate information while maintaining human oversight.

“AI is transforming the contact centre, and CallMiner is focused on applying it in ways that deliver meaningful, measurable value to our customers,” said Bruce McMahon, Chief Product Officer at CallMiner.

“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.

This is an important step forward in our vision for agentic, real-time AI – practical, human-centric innovation that works alongside agents, strengthening their performance while maintaining human-in-the-loop oversight critical to delivering better customer experiences and business outcomes.”

The update is designed to help agents resolve customer issues more efficiently and reduce the need to search across multiple systems during conversations.

CallMiner has also integrated the new capability with its analytics and coaching tools, creating a feedback loop that gives supervisors greater visibility into where agents need support. These insights can be used to identify knowledge gaps, refine training programmes, and improve guidance over time.

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About CallMiner

CallMiner, the leader in CX automation, combines AI agents and human expertise to optimise interactions, cut costs, and boost engagement. Advanced analytics transform conversations into intelligence that drives improvements and automation for global brands.

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Author: Robyn Coppell
Reviewed by: Jo Robinson