Mihup.ai unveils AI suite to boost contact centre efficiency

Mihup.ai has introduced an advanced large language model (LLM) and a Generative AI Suite designed specifically for contact centres. Unlike general-purpose LLMs, which often require significant adaptation, Mihup.ai's model addresses the unique challenges of contact centres with high precision.

The new system promises to enhance key performance indicators (KPIs) significantly across various facets of contact centre operations. This includes improvements in process efficiency, agent performance, revenue growth, and overall customer satisfaction. Bhaskar Mishra, Head of Product at Mihup.ai, commented, "Mihup.ai LLM represents a significant leap forward in Speech Analytics and Contact Center Agent Assist technology."

This initiative's core is Mihup.ai's 8-billion parameter LLM, specifically fine-tuned for contact centres. This model excels in contextual understanding of customer conversations, automating follow-up suggestions, and auto-generating scores and summaries for interactions. It also aims to reduce agent workload by automating post-call tasks and summarising calls automatically.

Debasish Mitra, Vice President of Engineering, highlighted the challenges of traditional LLMs: "While GPT is a versatile model capable of performing a wide range of tasks, it represents just one piece of the puzzle when it comes to delivering a comprehensive, end-to-end solution. Achieving complete functionality often requires integrating additional solutions, which can lead to challenges in maintaining overall accuracy."

In contrast, Mihup.ai's model eliminates these hurdles by providing a contact-centre-specific solution. "Our LLM is ready to use, enabling immediate deployment and integration," Mishra explained. The model also personalises training and coaching at scale, lowering costs and improving call quality through real-time assistance and feedback.

Internal comparisons with other models underline the LLM's strong performance. Tested rigorously against GPT-4 and LLama2, Mihup.ai's model demonstrated equal performance to GPT-4 and significantly outperformed LLama2, particularly in call quality, interaction summaries, and customer sentiment analysis.

Unique to Mihup.ai's offering is its focus on regional adaptation and multi-language support. Unlike other LLMs restricted to single-language speech-to-text outputs, Mihup.ai's model supports eight languages and provides mixed-language capabilities. It can be deployed on both the customer Private Cloud and Mihup.ai's Cloud, offering a level of flexibility and scalability crucial for modern contact centres.

Security and privacy are also key elements of Mihup.ai's approach. The LLM enforces stringent guardrails to safeguard customer data and ensure compliance with regulatory requirements. This attention to security underlines the company's commitment to providing highly secure and reliable AI solutions.

As the contact centre industry continues to evolve, Mihup.ai's LLM and Generative AI Suite aim to offer a comprehensive solution that enhances performance, reduces costs, and delivers measurable results.