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.