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 …
What To Expect When Setting Up Topic Analysis
By John Ortiz on September 24, 2023 at 4:11 PM
Imagine you could listen to all your call recordings and pick out the ones in which customers mention the new marketing campaign. Or those calls in which customers demand a refund because their perishable dog food was delivered a day late again and is now spoiled. Or those calls where …
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.
MiaRec Big CX Update [Including Video]
By Tatiana Poly on August 6, 2023 at 5:05 PM
-3.png)
BIG CX UPDATE | MiaRec Tatiana Polyakova, COO of MiaRec, joins Kieran Devlin of CX Today for the Big CX Update to talk about: 🆕 The new products and features coming to MiaRec 🏆Transforming quality management in the contact center 🤖 Leveraging generative AI and Machine Learning in t …
Generative AI-Powered Call Scoring: Benefits & How To Setup [Video]
By John Ortiz on July 31, 2023 at 7:32 PM
.png)
When deciding on quality management solutions for your contact center, like MiaRec’s Automated Quality Management (AQM) solutions, you wonder how you can use them to get the best ROI. At MiaRec, we customize our AQM solutions to meet contact center demands across industries, including …
How Healthcare Contact Centers Can Adopt Voice Analytics Solutions (Without Violating Compliance)
By Tatiana Poly on July 3, 2023 at 12:23 PM
-1.png)
While adopting a Voice Analytics solution can improve agent performances and business operations, contact centers in highly regulated industries such as healthcare must ensure that any solution they adopt adheres to strict compliance regulations, lest they want to pay severe fines.
Lexicon- vs. Machine Learning-based Sentiment Analysis For Contact Centers
By Gennadiy Bezkorovayniy on June 16, 2023 at 3:29 PM
-1.png)
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 …
Agent Evaluations Best Practices: The Importance of Automated Call Scoring
By John Ortiz on June 8, 2023 at 4:28 PM
An effective agent evaluation process is key to knowing how your contact center is performing. How can your contact center use agent evaluations to get the best ROI?