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CallMiner Advances Industry-Leading Conversation Intelligence Platform with New AI CapabilitiesCallMiner, the leading provider of conversation intelligence to drive business performance improvement, today announced new artificial intelligence (AI)-driven capabilities for improved redaction and automated summarization. These features advance CallMiner's AI-powered platform, and help organizations increase operational efficiency, reduce risk and improve agent satisfaction, while driving a positive customer experience (CX). "AI is receiving significant attention recently. CallMiner's latest updates build on the AI-based technology that already exists in our platform, strengthening our ability to drive value for organizations," said Bruce McMahon, VP of Product Management, CallMiner. "Our new AI redaction and AI summarization features address common challenges our customers face, such as helping agents focus on more high-value tasks, and strategically leverage CallMiner's native models and data science prowess to reduce time to value." Conversations across all channels are increasing between companies and their customers. These conversations contain important insights into customer behaviors, preferences and demands that are utilized within the contact center to drive efficiency and improve overall CX, as well as guide broader business performance improvements. These interactions often contain sensitive Payment Card Industry (PCI) information, Protected Health Information (PHI) and Personally Identifiable Information (PII) that needs to be protected. CallMiner is using AI to empower organizations to deeply understand customer interactions and reduce manual after-call work for agents, while only redacting the entities that are necessary with highly accurate AI redaction. This provides security and peace of mind, while keeping more of the conversation for analysis. With the new AI-based features, the CallMiner platform delivers:
AI redaction and AI summarization are now available to new and existing CallMiner customers. To learn more, visit CallMiner at Enterprise Connect 2023, booth 1127, visit callminer.com or contact [email protected].
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