CallMiner isn’t just eavesdropping on your customer service calls. It’s deploying a team of tireless AI agents to dissect, understand, and act on them.
The conversation intelligence company has refreshed its AI Assist platform with new “agentic AI” upgrades, designed to do everything from digging up insights to managing entire workflows, no human micromanagement required.
The expanded AI Assist architecture now features a dynamic hierarchy of research and supervisor agents, essentially digital workers that divvy up tasks, collaborate, and complete complex jobs with surprising autonomy.
The research agents tackle data-heavy detective work. Users can simply ask a question in plain English, and the system launches a full-scale analysis across customer interactions, pulling out patterns, surfacing pain points, and even making suggestions. For more precision, analysts can hand-pick specific conversations and drop them into the AI’s queue for deeper review.
AI agents get AI managers
At the same time, the new supervisor agents act as AI managers. They coordinate other agents, guide the creation of reports and educational content, analyse historical data, and flag opportunities and risks, like an alert on a sudden spike in complaints or a chance to upsell at just the right moment.
CallMiner calls it a “connected agentic AI framework,” and it’s about turning chat transcripts into real-time action items, all without needing a team of data scientists on standby.
“For companies drowning in conversation data, this is a game-changer,” said Bruce McMahon, chief product officer at CallMiner. “We’re not just summarising calls, we’re handing organisations the insight and the next steps, all in one go.”
With Forrester predicting that agentic AI will become the “backbone of the knowledge economy,” CallMiner is pushing the boundaries of AI-driven operations.