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MiaRec Enhances Conversational Intelligence with Generative AI


Conversational Intelligence solutions provider MiaRec announced a new feature called Automated Quality Assurance (Auto QA) powered by Generative AI and Large Language Models (LLMs) within its MiaRec system.

The goal of the new offering is to automate quality assurance and analysis for customer interactions so contact centers can achieve greater cost savings and gain comprehensive insights.

The MiaRec software platform allows organizations to record and analyze customer interactions using features like call recording, transcription, sentiment analysis, keyword detection, and other tools to gain insights from customer interactions.

With Generative AI, MiaRec's Auto QA empowers businesses to extract maximum value from their customer interactions. It seamlessly integrates with Sentiment Analysis and Topical Analysis to enhance the depth and breadth of insights it can derive from conversations. This means a more holistic view of agent performance and customer interactions, making it easier for contact centers to deliver exceptional service and improve efficiency.

A key benefit of the offering is its unparalleled accuracy in assessing call content. It understands conversation context, providing contextually relevant insights for unpredictable phrasings. Auto QA also requires zero configuration, eliminating complex setup, and it is designed for user-friendliness, enabling businesses to access valuable insights from customer interactions without the need for data analysts or AI experts

"Auto QA is a flagship feature of our MiaRec Conversational Intelligence suite, representing our commitment to automating quality assurance and compliance processes within the contact center through the power of AI. By leveraging Generative AI, we've addressed the limitations of traditional methods, offering our customers unprecedented accuracy and flexibility," said Gennadiy Bezko, CEO at MiaRec.

Edited by Greg Tavarez
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