In recent years, deeper conversations between companies and their customers have been increasing across all channels, in person, over the phone and via web and app. These conversations contain important insights into customers’ behaviors, preferences and demands, but seldom do they wind up in a format that allows them to be analyzed by call centers and marketing departments in order to improve customer experiences or guide broader business performance improvements.
Conversation intelligence company CallMiner is aiming to change this. The company recently announced new artificial intelligence (AI)-driven capabilities for improved automated summarization and redaction. These features advance CallMiner’s AI-powered platform and help organizations increase operational efficiency, reduce risks and improve agent satisfaction, all while measurably driving a positive customer experience.
Building on event-based summarizations, CallMiner’s AI summarizing capabilities use generative large language models (LLMs) to condense voice-based and text-based interactions into a short summarization to uncover unknown insights. CallMiner’s AI summarization also reduces after-call work for agents, improves agent satisfaction and increases summarization quality. Organizations can include AI-generated summaries alongside topic-based summaries for more complete interaction insights.
And with call summarization capabilities come the need to redact sensitive customer information, such as Payment Card Industry (PCI) information, Protected Health Information (PHI) and Personally Identifiable Information (PII). So, CallMiner is using AI to redact information that could expose companies to risk. Using Named Entity Recognition and machine learning (ML) trained on millions of conversations, CallMiner’s AI-based redaction is more precise than traditional pattern-matching, improving the confidence of redaction and avoiding over-redaction or mis-redaction. 50 out-of-the-box redaction entities ensure that both voice-based and text-based records are protected as defined by PCI, PHI and PII security standards.
“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, Vice President of Product Management for 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.”
Edited by
Alex Passett
