How Home Care Contact Centers Can Use AI To Flag Critical Patient & Aide Incidents Automatically
By Gennadiy Bezkorovayniy on December 22, 2025 at 8:06 AM
Home care organizations receive an enormous volume of phone calls every day — from patients, family members, and the aides assigned to support them. A family member calls to report that a patient has been hospitalized. An aide calls the coordinator to report feeling unsafe during a vi …
AI Assistants and the Future of Customer Service
By Gennadiy Bezkorovayniy on November 29, 2025 at 5:05 PM
AI Personal Assistants and the Future of Customer Service (2026 Trends)
How Hospitality Contact Centers Can Turn Reservation Calls Into Hyper-Personalized Guest Experiences
By Gennadiy Bezkorovayniy on November 19, 2025 at 11:25 PM
In hospitality, the guest experience is everything. Studies have shown that 86% of guests are willing to pay more for a better experience in the hospitality sector, and 72% are more likely to make repeat bookings if they had a positive experience (Zipdo). In addition, hotels offering …
How Hospitality Contact Centers Can Recapture Missed Reservations with AI
By Gennadiy Bezkorovayniy 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 Bezkorovayniy 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 Bezkorovayniy 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 Bezkorovayniy 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 Bezkorovayniy 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 Bezkorovayniy 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 …