CallMiner, the global leader in customer experience (CX) automation powered by deep conversation intelligence, today announced new and enhanced capabilities that make customer intelligence more accessible and actionable across the enterprise. Expanded CallMiner AI Assist capabilities, a redesigned RealTime Command Post and new customer education resources help organizations uncover what matters in their customer interactions, act on it in the moments that count and improve outcomes across human and automated experiences.

Organizations are rapidly adopting AI and automation to improve customer experience, but deploying automation alone does not guarantee better outcomes. According to CallMiner’s 2026 CX Landscape Report, 99% of organizations now use automation in customer interactions, yet just 24% describe their automated experiences as very positive, and 68% say they do not utilize their CX data to their best advantage, up from 62% in 2025. The organizations seeing the strongest results ground automation in intelligence: nearly half of those reporting very positive automated experiences consistently optimize automation using CX insights, compared with just 8% of those reporting mixed or negative experiences. Containment rates alone cannot show whether automation is working; organizations need to understand whether human and automated interactions are actually meeting customer needs. CallMiner’s latest enhancements strengthen this intelligence-to-action cycle, helping organizations more easily discover and quantify business-specific insights, apply that intelligence to frontline performance and decision-making, and make these capabilities accessible to more users across the enterprise.

“Organizations have no shortage of customer conversation data — the challenge is making it easier for every team to understand what matters and act on it quickly,” said Bruce McMahon, Chief Product Officer, CallMiner. “With these latest enhancements, CallMiner is bringing intelligence and augmentation together: helping leaders ask better questions, supervisors coach with more context, analysts validate insights with evidence, and teams respond in the moments that shape the customer experience. That same intelligence is what tells organizations whether their automation is truly working for customers.”

The latest CallMiner enhancements include:

  • Expanded AI Assist data access: AI Assist can reason over richer CallMiner data, including scores, measures, attributes, classifiers and quantitative outputs, enabling users to ask more specific questions and receive business-grounded answers based on their customer interactions.

  • Evidence-backed intelligence: Research findings can include trends, counts, percentages, comparisons, charts, contact references and supporting examples, helping users validate insights and confidently share recommendations across the organization.

  • Redesigned RealTime Command Post: Supervisors can more easily locate in-progress conversations and surface the interactions that need attention first, so they can step in and support agents when it matters most. Live dashboard control, real-time sentiment tracking and AI-generated call progress summaries help keep supervisors and agents aligned.

  • CallMiner Online Help and CallMiner University: Provide users with the resources they need to successfully adopt, learn, and maximize value from the CallMiner platform. Online Help offers extensive product documentation, and step-by-step guidance, while CallMiner University delivers structured training, and role-based learning paths to help users build expertise and drive ongoing success.

  • In-app tutorials: Guided product walkthroughs within CallMiner Coach, Outreach and Analyze provide users with additional support directly within their workflows.

Expanded AI Assist capabilities extend business-specific intelligence beyond the contact center to CX, VoC and insights leaders. By reasoning across CallMiner scores, measures, classifiers and quantitative data, AI Assist answers questions in the context of each organization’s own business. Because it shows its work, with the counts, trends, comparisons and contact references behind each finding, teams can validate an insight before acting on it or sharing it.

British Gas is already putting these capabilities to work.

“AI Assist’s advanced intelligence has significantly improved how we investigate customer issues and unexpected demand. Tasks that previously took hours of manual analysis can now be completed in minutes, helping us identify key insights, validate findings with evidence, and assess impact quickly. This enables faster, more confident decision-making and accelerates the move from insight to action.” – Jonathan McWilliams, Operational Root Cause Manager British Gas

On the frontline, the redesigned RealTime Command Post reduces the manual effort supervisors spend looking for the conversations that need them, so they can step in and coach with context while an interaction is still in progress. Because intelligence only creates value when people act on it, CallMiner University, Online Help and in-app tutorials help every user, from agent to executive, get more from the platform. Together, these enhancements reflect CallMiner’s broader platform strategy: turn customer interactions into enterprise CX intelligence, use that intelligence to improve people and inform automation, and analyze the results to continuously improve future experiences.

CallMiner will showcase these latest capabilities at LISTEN West, taking place Oct. 20–21 in Dallas, Texas. To learn more about these capabilities, visit https://listen.callminer.com.

About CallMiner

CallMiner is the global leader in AI-powered conversation intelligence to improve customer experience (CX). CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By elevating insights from the contact center to the boardroom, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on LinkedIn, X and Facebook.

Media gallery

About The Author
Business Wire