Conversation intelligence solutions vendor CallMiner has launched CallMiner Outreach, an AI-powered feedback tool designed to do what traditional surveys can’t—listen.
Most businesses still rely on traditional surveys to gauge customer sentiment, but CallMiner’s 2024 CX Landscape Report reveals a major flaw: 64% of organisations primarily collect solicited feedback, meaning they control the questions, but customers don’t always provide meaningful answers. Even though more companies are starting to mix in unsolicited feedback (from social media, contact centers, and online reviews), the reality is that survey response rates remain disappointingly low, and businesses are struggling to get actionable insights.
CallMiner Outreach flips the script by combining AI-powered conversation intelligence with real-time customer feedback. Instead of blindly sending out surveys, the tool analyses customer interactions first, such as calls, emails, chats, and reviews, before triggering targeted outreach. Whether it’s a survey, a personalised offer, or a quick-response form, customers only receive relevant engagement at the right moment.
For CX leaders, this means more accurate insights, improved retention, and higher satisfaction scores. For contact centres, it connects customer experience with operational efficiency, helping improve first contact resolution, agent productivity, and overall service quality.
Bruce McMahon, chief product officer at CallMiner, said: “Today’s survey vendors are stuck in the past, only thinking about the traditional way to execute surveys. They are not considering whether those surveys are valuable to and personalised for customers, and if responses are providing meaningful business insights. CallMiner Outreach goes beyond simple surveys and traditional feedback methods by leveraging AI-driven insights from customer interactions to improve the quality, relevance, and efficiency of feedback collection and analysis.”