CallMiner has announced the expansion of its RealTime platform with the introduction of new agentic AI guidance capabilities.
The update is designed to provide contact center associates with on-demand, context-aware support during live customer interactions, moving beyond traditional automated alerts to a more interactive assistance model.
The new feature allows agents to proactively request support within their existing workflow. Unlike standard black-box AI tools that provide automated prompts without context, CallMiner’s AI guidance draws directly from an organization’s specific knowledge base.
To ensure accuracy and maintain human-in-the-loop oversight, each AI-generated response includes direct source traceability, allowing agents to verify the information or dive deeper into the source material before relaying it to the customer.
This shift toward agent-initiated support comes at a time of increased AI adoption in the contact center. According to CallMiner’s annual CX Landscape Report, 47% of organizations currently provide some form of real-time assistance to frontline employees. The addition of AI guidance aims to complement existing event-based alerts—which typically handle compliance and process adherence—by addressing more dynamic and complex customer inquiries.
Bruce McMahon, Chief Product Officer at CallMiner, commented:
Bruce McMahon, Chief Product Officer, CallMiner
“AI is transforming the contact center, and CallMiner is focused on applying it in ways that deliver meaningful, measurable value to our customers. 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.”
The update also introduces a feedback loop intended to bridge the gap between live interactions and post-call coaching. When an agent requests AI guidance, the interaction is automatically flagged within the CallMiner Analyze and CallMiner Coach modules. This provides supervisors with visibility into specific knowledge gaps, allowing for more targeted training and the refinement of knowledge base content based on actual agent needs.
The new capabilities are being showcased this week at Customer Contact Week (CCW) in Las Vegas.
