Crafting AI Prompts: 5 Expert Tips for Contact Centers
By Gennadiy Bezkorovayniy 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 Bezkorovayniy 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 Bezkorovayniy 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 …
Understand AI, ML & Co in Contact Centers: Definitions & Explanations
By Gennadiy Bezkorovayniy on December 7, 2023 at 9:55 PM
Whether you haven't officially dabbled with Contact Center AI yet or you are a trailblazer, you will have heard different, confusing, and sometimes conflicting things about what Artificial Intelligence (AI) can and cannot do. At MiaRec, we have provided hundreds of contact centers wit …
How Much Setup Do Generative AI Auto QA & Auto Data Redaction Require?
By Gennadiy Bezkorovayniy on October 16, 2023 at 3:45 PM
Adopting a new technology can be intimidating, especially if it represents such a fundamental leap as Artificial Intelligence (AI). Since the introduction of our new generative AI-powered Auto QA and Auto Data Redaction solutions, we have often received the following question: "How ou …
Call Scoring: Manual vs Keyword-Based vs Generative AI-based
By Gennadiy Bezkorovayniy on October 7, 2023 at 4:43 PM
![Call Scoring: Manual vs. Keyword-Based vs. Generative AI-based [Comparison, Use Cases, Benefits]](https://blog.miarec.com/hubfs/Portrait%20of%20smiling%20businesswoman%20with%20employees%20in%20call%20center.jpeg)
"Did the agent say their name?", "Did they get consent for recording?", "Did the agent resolve the matter on the first call?" and many other questions are standard call scoring questions that contact center supervisors try to answer every day. With hundreds or even thousands of calls …
Transforming Quality Assurance in Contact Centers with Generative AI
By Gennadiy Bezkorovayniy on September 24, 2023 at 3:17 PM
How many calls are you currently assessing for quality assurance at the moment? And more importantly, how much time does each supervisor spend on this important task each week?
MiaRec Takes Auto Data Redaction To New Heights With Machine Learning
By Gennadiy Bezkorovayniy on September 1, 2023 at 11:39 AM
The correct and accurate redaction of sensitive information in call recordings and transcripts is crucial to protect customers' personal data, ensure compliance, and more. But manual approach to data redaction is tedious, unreliable, and labor-intensive — until now.
Are MiaRec’s Cloud-based Voice Analytics Solutions Secure?
By Gennadiy Bezkorovayniy on August 1, 2023 at 5:00 PM
As you consider Voice Analytics solutions for your contact center, you want to know if MiaRec’s cloud-based Voice Analytics solution is secure. How will MiaRec use your data? Will we use your data to train our AI models? At MiaRec we have helped hundreds of contact centers to utilize …
Lexicon- vs. Machine Learning-based Sentiment Analysis For Contact Centers
By Gennadiy Bezkorovayniy on June 16, 2023 at 3:29 PM
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Update July 2024: MiaRec now offers a new sentiment analysis based on Generative AI. It is very simple to set and more accurate than the previous ML-based Sentiment Analysis as it now considers the context of the entire conversation. Read this article to learn the difference between M …