MiaRec Launches Enhanced Topic Analysis Features

MiaRec has announced enhancements to its LLM-based Topic Analysis tool, introducing justification and relevance scoring to support organizations in analyzing customer data more effectively.

These updates aim to provide contact centres with clearer insights into why AI flags a topic as relevant, accompanied by a 0-10 significance score.

This functionality is designed to help teams identify key issues, prioritize follow-up actions, and streamline customer engagement strategies.

By integrating justification and relevance scoring, topics are assessed within a broader context, enabling a more comprehensive view of trends, customer sentiment, and feedback.

The updated tool offers a user-friendly way for organizations to address pressing issues, evaluate campaign effectiveness, and inform future innovations based on customer insights.

Gennadiy Bezko, CEO, MiaRec, said, “With the new upgrades to our LLM-based Topic Analysis, we’re giving contact centres the ability to not only pinpoint critical customer issues but also understand why they matter.

This transparency transforms data into actionable insights, enabling teams to make quicker, more informed decisions that directly improve customer satisfaction and drive business results.”

For more information about MiaRec - visit the MiaRec Website

About MiaRec

MiaRec is a global provider of Conversation Intelligence and Auto QA solutions, helping contact centers save time and cost through AI-based automation and customer-driven business intelligence.

Find out more about MiaRec

Author: Hannah Swankie
Reviewed by: Megan Jones