CallMiner, the global leader in AI-driven conversation intelligence and customer experience (CX) automation, unveiled significant enhancements to its agentic AI framework. These updates seamlessly connect analytics and automation workflows across the platform, transforming every stage of customer engagement. Consequently, organizations can now harness insights from customer interactions to autonomously take action, optimize processes, and improve automation decisions.
The release follows insights from CallMiner’s 2025 CX Landscape Report, which reveals that 96%* of CX and contact center leaders view AI implementation including generative and agentic AI as a crucial strategy, up from 87% in 2024. The report also shows that 96%* of leaders agree AI will be essential in unlocking employees’ full potential, an increase from 90% in 2024. By offering industry-leading agentic AI capabilities, CallMiner helps organizations reduce manual effort while improving operational accuracy.
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“At CallMiner, we believe that every interaction can be fuel for smarter decisions, deeper customer relationships, and measurable business growth,” said Bruce McMahon, Chief Product Officer, CallMiner. “By seamlessly linking powerful analytics with intelligent automation through our advanced agentic AI framework, we’re empowering organizations to uncover opportunities, take rapid and relevant action, and continually optimize outcomes – all while enabling employees to focus on higher-value, customer-impacting work.”
The latest enhancements include several key innovations:
Improved automated AI analytics: Organizations can now automatically identify contact reasons, outcomes, and behaviors with greater accuracy, based directly on their own data. This improvement strengthens AI-generated intelligence, enhances workflow automation, and optimizes classification outputs.
Interconnected analytics and automation capabilities: Advanced agentic AI now enables organizations to create virtual AI agents voice or chat in minutes, using use cases identified through proactive discovery. The integration between CallMiner’s AI and intelligence functions allows users to quickly detect opportunities for automation, monitor virtual agent performance, and make real-time adjustments.
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Enhanced customer engagement: Agentic AI can automatically trigger customer outreach through CallMiner Outreach, using discovered triggers to set parameters or support human oversight. As a result, engagement campaigns and surveys become faster, more relevant, and increasingly self-optimizing.
Additionally, CallMiner introduces LiveTranslate, an AI-powered real-time translation feature that facilitates natural conversations between agents and customers in any language. Fully integrated into the platform, LiveTranslate removes communication barriers, extends staff capabilities, and elevates CX.
McMahon added: “Our latest advancements, including LiveTranslate capabilities, equip organizations to meet the demands of today, while anticipating and shaping the future of exceptional CX. Through our agentic AI platform, CallMiner is making it easier to instantly and automatically engage any customer, in any language, through human or virtual agents – creating faster, smarter, and more impactful outcomes that drive lasting loyalty and growth.”
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