MiaRec Enhances Topic Analysis in Contact Centres with LLM Related Articles NLP-Based vs. LLM-Powered Sentiment Analysis Lexicon vs. Machine Learning Sentiment Analysis A Guide to Contact Centre Sentiment Analysis © Krot_Studio - Shutterstock - 2427378551 147 Filed under - Business Insights, MiaRec 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 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: Robyn Coppell Reviewed by: Jo Robinson Published On: 19th Jul 2024 Read more about - Business Insights, MiaRec Recommended Articles NLP-Based vs. LLM-Powered Sentiment Analysis Lexicon vs. Machine Learning Sentiment Analysis A Guide to Contact Centre Sentiment Analysis Related Reports Report: The Inner Circle Guide to AI-Enabled Agent Assistance Guide: 120 Day Roadmap to Auto QA ROI eBook: How to Maximize Efficiency & Minimize Costs with AI Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter