Rob Scott meets up with Jonathan ‘JR’ Ranger, CCO at CallMiner, on the floor of CCW Vegas 2026 to talk through the company’s newly announced Real-Time AI Guidance capability, and why the industry’s anxiety around agent displacement may be missing the bigger picture.
For anyone who has ever been put on hold while an agent scrambles for an answer, or sat through an awkward silence while a rep quietly panics, CallMiner’s AI Guidance is designed to give agents real-time support to stay in flow, meaning the customer never feels the gap.
JR is clear that the CX upside is significant. Transfers and hold times are among the biggest friction points in any service interaction, and AI Guidance targets both.
Now, agents can stay in the conversation, respond with confidence, and come across as the expert the customer needs them to be.
“When you don’t know the answer as an agent, you’ll transfer, you’ll put them on hold. There is no patience for waiting these days,” he said.
At a moment when displacement anxiety is running high across the industry, JR positions AI as a tool that makes the job genuinely better.
“AI won’t replace agents. People that know how to use AI will”
“You have to have a plan to measure the success of AI. It’s not just deploy it, and then it does a whole bunch of neat stuff” JR concluded.
