CallMiner has expanded its RealTime platform with new agentic AI capabilities, giving contact center agents on-demand, context-aware guidance during live interactions.
Announcing the enhancement today at CCW Las Vegas, the company views this enhancement as a step toward more transparent and human-centric AI deployment.
For CX leaders navigating the next phase of AI adoption, the growing demand for tools that augment frontline decision-making reflects the next phase in AI adoption.
Bruce McMahon, Chief Product Officer at CallMiner, explains that the enhancement reflects the company’s commitment to delivering measurable AI value through practical, agent-first innovation.
“AI is transforming the contact center, and CallMiner is focused on applying it in ways that deliver meaningful, measurable value to our customers,” he said.
“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 Case for Explainable AI
As contact centers accelerate their application of AI, many leaders are navigating the challenge of black-box solutions that deliver alerts with little context or transparency for frontline employees.
In fact, CallMiner’s CX Landscape Report reveals that 47% of organizations are already providing real-time assistance to frontline employees during customer interactions to improve CX.
Today, embedded AI has become a core tool in day-to-day agent workflows, however its implementation quality has not always kept pace with adoption, as many current solutions are still generating automated prompts with little explanation of how recommendations were created.
This lack of transparency can introduce additional cognitive load for agents to validate recommendations independently while managing customer conversations, likely increasing compliance risk and slowing issue resolution.
This shift toward AI augmentation will enable transparency, explainability, and human-in-the-loop validation to become essential components of an effective contact center operation.
Putting Agents in Control
Building on its existing RealTime platform, CallMiner’s latest enhancement introduces agent-initiated AI guidance to shift control to frontline employees during live customer interactions.
Agents can request support when handling complex customer queries or seeking additional information, with the AI generating context-aware recommendations from the organization’s knowledge base.
This ensures responses reflect true internal policies, procedures, and approved information with direct source traceability, enabling agents to verify guidance and gather additional context.
This human-in-the-loop approach increases transparency and gives agents recommendation confidence whilst supporting compliance requirements.
“CallMiner RealTime has long helped agents navigate conversations with timely reminders and alerts,” McMahon continued.
“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.”
The new capability is designed to enhance CallMiner’s existing event-based alerts to reinforce compliance requirements, required processes, and other predefined behaviors, as AI guidance addresses customer scenarios that don’t align with rules-based automation.
Together, these capabilities combine proactive notifications with on-demand assistance to enhance CallMiner’s wider agentic AI framework
Each AI guidance request is automatically surfaced within CallMiner Analyze and CallMiner Coach to give visibility into where agents require support, enabling supervisors to identify knowledge gaps and develop targeted coaching and training programs.
This closed-loop system continuously improves both real-time guidance and long-term agent development based on customer interactions.
The Future of Agent Augmentation
For CX leaders, this reflects a broader evolution in how AI is being applied to enhance agent performance while maintaining transparency, accountability, and human oversight.
CallMiner’s approach to the contact center emphasizes augmentation, enabling agents to make informed decisions with context-aware support and integrating real-time assistance with post-call analytics.
Feeding AI guidance requests automatically enables interactions to become a source of operational insight, creating a continuous improvement cycle that connects live customer interactions with longer-term workforce development.
Contact centers are facing ongoing pressure to improve customer satisfaction and reduce handle time, and integrated AI systems that combine real-time guidance with measurable learning and explainability are likely to become increasingly important.
