CallMiner, the global leader in customer experience 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. The organizations seeing strongest results ground automation in intelligence.
"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 enhancements include expanded AI Assist data access reasoning over richer CallMiner data, evidence-backed intelligence with trends, counts, percentages, comparisons and charts, redesigned RealTime Command Post with live dashboard control and real-time sentiment tracking, CallMiner Online Help and University providing documentation and structured training, and in-app tutorials with guided walkthroughs.
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," said Jonathan McWilliams, Operational Root Cause Manager British Gas.
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.
