MiaRec Enhances Topic Analysis in Contact Centres with LLM

MiaRec has upgraded its conversation intelligence platform by incorporating advanced Large Language Model (LLM) technologies to enhance topic analysis in contact centers.

Previously reliant on keyword-based categorization, which required extensive manual configuration and lacked contextual understanding, MiaRec’s new approach allows topics to be described in natural language.

This method utilizes pre-trained LLMs to analyze conversations more accurately, recognizing subtleties and nuances.

“While the previous version of topic analysis was valuable for contact centers (even with its limitations), we’re taking it to the next level with LLM.

Conversations between humans are inherently nuanced, and our AI can now recognize these subtleties with remarkable precision.

This improvement will greatly assist contact centres in swiftly identifying customer needs and desires, ultimately leading to higher CSAT and enhanced CX.” said Gennadiy Bezko, CEO of MiaRec

You can also read the press release if you want to find out more

Reviewed by: Jo Robinson