How Hospitality Contact Centers Can Recapture Missed Reservations with AI
By Gennadiy Bezko on November 11, 2025 at 9:09 AM
Every day, your hotel’s reservation team fields a nonstop stream of calls—each one a potential booking, each one a chance to hit your occupancy goals. Yet, for all that effort, far too many of those conversations end the same way: “I’ll call back,” “Let me check with my spouse,” or “T …
How Collectibles Dealers Can Prevent Risky Agent Language & Sell With Confidence Using MiaRec AI
By Gennadiy Bezko on November 6, 2025 at 11:43 PM
For many collectibles dealers, sales teams are passionate storytellers. They know their coins, stamps, or sports cards inside and out, and their passion and enthusiasm help close deals. But sometimes that is exactly what gets them into trouble as they cross a line. A single phrase lik …
The Contact Center AI Maturity Model: Your Strategic Roadmap to Transformation
By Gennadiy Bezko on August 11, 2025 at 12:00 AM
I speak with hundreds of Contact Center managers and Directors of Operations from mid-sized to large organizations every year. While they each face slightly different challenges (based on the industry they are in or the level of AI adoption they have already achieved), most of them sh …
AI Agent Assist Will Be Replaced With AI Voice Agents. Which Technology Is Worth Investing In?
By Gennadiy Bezko on February 8, 2025 at 2:17 PM
In recent years, many contact centers have implemented or are considering implementing AI-powered Agent Assist technology to help customer service representatives resolve customer issues more quickly and accurately. Agent Assist has become a de-facto standard technology that companies …
Insights Made Clear: Introducing Upgrades to MiaRec's Topic Analysis
By Gennadiy Bezko on November 8, 2024 at 8:40 AM
Understanding your contact center customer interactions is now more crucial than ever. That’s why we’re thrilled to announce an exciting upgrade to MiaRec’s LLM-based Topic Analysis! Our latest features not only enhance the accuracy of topic identification but also provide deeper insi …
NLP-based vs. LLM-Powered Sentiment Analysis: What's The Difference?
By Gennadiy Bezko on July 11, 2024 at 9:32 AM
In June 2023, we published an article that compared lexicon-based with Machine Learning or NLP-based Sentiment Analysis. Now, a little more than one year later, we have made another huge leap forward with Generative AI-based Sentiment Analysis! Update 2025: Breaking news! To complimen …
Crafting AI Prompts: 5 Expert Tips for Contact Centers
By Gennadiy Bezko on April 8, 2024 at 2:33 PM
Ever since COVID, contact centers have increasingly invested in Artificial Intelligence (AI). In fact, according to a recent MarketsandMarkets report, the global contact center AI market is expected to grow at a CAGR of 21.3% from $1.6 billion (May 2022) to $4 billion by 2027. AI tech …
What's New at MiaRec in 2024/ Interview for Call Centre Helper TV
By Gennadiy Bezko on January 15, 2024 at 4:38 PM
Call Centre Helper | MiaRec Tatiana Polyakova, our COO at MiaRec, joins Call Centre Helper to share with you a glimpse of what's on the horizon for MiaRec in 2024. Building on the incredible strides we've made in the field of AI throughout 2023, the MiaRec team is committed to harness …
Call Types: Unlocking VOC Insights with AI-Driven Call Categorization
By Gennadiy Bezko on December 22, 2023 at 1:32 AM
You receive hundreds if not thousands of calls every day. But do you know what your customers are calling about? Since the introduction of Voice Analytics in 2021, MiaRec has been at the forefront of using Artificial Intelligence, Large Language Models, and Machine Learning to turn th …