CallMiner Enhances Real-Time Agent Performance and Customer Experience with New AI Capabilities

New agentic AI guidance expands CallMiner RealTime, delivering on‑demand, context‑aware support to contact center agents during live customer interactions

WALTHAM, Mass.--(BUSINESS WIRE)--CallMiner, the global leader in customer experience (CX) automation powered by deep conversation intelligence, has enhanced its real-time product with new AI guidance capabilities that deliver on-demand agent support with human-in-the-loop oversight. Within CallMiner RealTime, the agentic AI feature empowers agents to request context‑aware AI support during live customer interactions, complementing existing AI-powered event-based alerts for a comprehensive spectrum of in-the-moment assistance.

Many of today’s organizations understand that AI can improve CX. In fact, according to CallMiner’s annual CX Landscape Report, 47% of organizations are providing real-time assistance to frontline employees during customer interactions to improve CX. But even as contact centers accelerate their application of AI, many leaders are forced to use black-box solutions, delivering alerts with little context or transparency.

Instead, CallMiner’s new AI guidance is agent‑initiated, enabling agents to request help when they need it and receive immediate, actionable, in-workflow guidance based on the organization’s own knowledge base. Each response includes direct source traceability for human-in-the-loop oversight, giving agents the option to open the original source material for deeper validation or follow‑up.

“AI is transforming the contact center, and CallMiner is focused on applying it in ways that deliver meaningful, measurable value to our customers,” said Bruce McMahon, Chief Product Officer at CallMiner. “CallMiner RealTime has long helped agents navigate conversations with timely reminders and alerts. Our new AI guidance takes that one step further, giving agents the ability to request real-time, context-aware support exactly when they need it, keeping them in control of the interaction with full visibility into the guidance they receive. This is an important step forward in our vision for agentic, real-time AI — practical, human-centric innovation that works alongside agents, strengthening their performance while maintaining human-in-the-loop oversight critical to delivering better customer experiences and business outcomes.”

Together, AI guidance and event-based alerts provide complementary forms of in-the-moment support for agents. Alerts reinforce compliance, required processes, and other proven behaviors in real time. AI guidance builds on that foundation by addressing more dynamic customer needs, enabling agents to ask for support as needed and receive tailored answers based on the context of the conversation and knowledge base information. The result is a more complete support system that helps agents stay compliant, resolve customer issues more efficiently, and reduce the stress of searching across multiple resources during live interactions.

Beyond supporting agents in the moment, AI guidance, through CallMiner’s agentic AI framework, creates a powerful feedback loop that connects real‑time assistance with post‑conversation insight for continuous improvement. Each time an agent requests guidance, the interaction is automatically flagged within CallMiner Analyze and CallMiner Coach, giving supervisors visibility into where agents need support. These insights can be used to identify knowledge gaps, refine content, compare performance metrics, and develop targeted coaching and training programs based on real agent behavior. The result is a closed‑loop system that continuously improves guidance, coaching, and outcomes over time.

CallMiner will demonstrate its new AI guidance and other AI innovations at Customer Contact Week (CCW) Las Vegas, taking place June 22–25, 2026, at the Caesars Forum. Visit CallMiner at booth #526 to see how AI is shaping the future of agent augmentation.

About CallMiner
CallMiner is the global leader in customer experience (CX) automation, powered by deep conversation intelligence. Leveraging AI agents and human expertise, CallMiner delivers smarter, more efficient interactions that transform CX and reduce operational costs. Advanced AI and industry-leading analytics turn every conversation into actionable intelligence, driving process optimization, performance gains, customer engagement, and enterprise-wide automation. CallMiner is trusted to improve CX for leading brands across technology, media and telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on LinkedIn, X, YouTube, and Facebook.