CallMiner Named Best Overall AI-Based Analytics Company

Many companies today are learning the broad value of adopting solutions that include artificial intelligence (AI) and machine learning. The technologies can automate formerly onerous manual tasks, suggesting next steps for human workers, and handling low-level tasks entirely independent of human workers. In the call center, AI-driven solutions can “listen” to calls and pull valuable customer data from the interactions. But since many companies claim their products are AI-driven, it’s worth paying attention to the industry leaders with proven track records.

The AI Breakthrough Awards recognize innovation across a range of AI and machine learning-related categories, including AI platforms, deep learning, business intelligence, natural language processing and industry-specific AI applications. To arrive at the winners of the awards, market intelligence analysts from AI Breakthrough evaluated nearly 3,000 nominations from around the world, reviewing, scoring and analyzing each entry to name the top performers.

CallMiner (News - Alert), a provider of conversation intelligence to drive business improvement, announced this week that it has been named the Best Overall AI-based Analytics Company in the 5th annual AI Breakthrough Awards. Powered by machine learning algorithms and artificial intelligence (AI), the CallMiner platform can organize and bring value out of structured and unstructured data, including contact center conversations, chats, emails, social media, surveys and other customer interactions.

Because understanding emotion within these conversations is increasingly important, CallMiner’s AI technology takes sentiment analysis one step further than the competition, identifying emotions within a conversation, such as surfacing moments when customers are stressed, angry or elated by marrying words and acoustic measures to form a complete picture of customer emotions in an interaction.

“Organizations hold a massive amount of untapped data, particularly within their customer service and contact centers, which leaves meaningful insights on the table,” said Rick Britt, VP of AI at CallMiner, in a statement. “Yet, it’s impossible to uncover these insights with human power alone.”

Technologies such as CallMiner’s AI-powered conversation intelligence platform can deliver the right insights at the right time to both customers and internal stakeholders, enabling organizations to truly be customer-centric.

Edited by Erik Linask