Mihup Interaction Analytics is an AI-powered speech analytics platform that lets enterprises analyze 100% of their customer interactions across calls and other channels. Instead of manually auditing a small sample of calls, this solution transcribes and evaluates every conversation in near real-time, extracting business insights and quality metrics. It helps contact centers evaluate calls 5× faster, identifying trends and issues instantly. By having comprehensive visibility into all interactions, enterprises can improve operational efficiency, ensure better service quality and uncover actionable insights to enhance customer satisfaction.

Mihup Interaction Analytics automates the Quality Assurance (QA) process for contact centers. It listens to each call and auto-scores interactions based on predefined quality parameters, filling out QA evaluation forms with suggested scores and feedback. This means your QA teams no longer need to manually score every call – the AI flags calls that deviate from scripts or miss key compliance points.
The platform can detect events like negative customer sentiment, supervisor escalations or even legal threats in calls, alerting managers to potential problems immediately. By evaluating calls at scale and catching compliance issues (e.g., policy violations or improper agent behavior) across the board, Mihup ensures that your enterprise adheres to quality standards and regulatory requirements on every single call, not just the few that get audited manually.

Mihup’s Voice Bot is designed to handle a wide range of common customer requests and tasks through voice. It can address frequently asked questions and standard inquiries such as account balance checks, order status updates, appointment scheduling, basic troubleshooting, and information verification. For example, a customer could call and ask the voice bot to reset their internet router – the bot can guide them through simple troubleshooting steps. Or a customer might want to schedule a service appointment; the bot can find an open slot and book it. Essentially, any well-defined, routine process that doesn’t require human judgment or complex decision-making can be managed by the voice bot. And if a query is too complex or falls outside its programmed tasks, the bot can seamlessly hand off the call to a human agent, ensuring the customer still gets their answer without frustration.

Yes, by leveraging insights from every interaction, Mihup Interaction Analytics directly contributes to improving Customer Satisfaction (CSAT). It performs customer sentiment analysis on calls, automatically detecting when a customer is frustrated or unhappy. This allows supervisors to proactively follow up on those tricky calls before issues escalate. The analytics also reveal common pain points and reasons for customer fristration, so an enterprise can address root causes that impact customer happiness. With 100% monitoring, no customer feedback falls through the cracks – patterns of dissatisfaction are caught early. Companies using Mihup have noted that by acting on these insights - for example, refining scripts or providing agents with better training on identified issues - their CSAT scores and NPS (Net Promoter Score) improve significantly. Ultimately, the platform ensures customers consistently get prompt, effective service, which is the key to satisfaction.

Mihup Interaction Analytics is designed to work smoothly with your current contact center infrastructure. It can capture and analyze conversations from all customer channels you use - including traditional voice calls, chat interactions or email communications. The platform integrates with leading CRM systems (Salesforce, Zoho, Freshdesk, HubSpot, etc.), so it can pull in relevant customer data and also push conversation insights back into those systems. It likewise connects with popular dialers and telephony platforms (like Exotel, Genesys, Cisco, Avaya, and others) to ingest call audio and metadata directly. Deployment is flexible - Mihup can work in cloud or on-premise environments and via APIs, ensuring that enterprise can easily layer it onto their existing tech stack. In practice, this means you don’t have to rip-and-replace anything; Mihup will simply augment your current workflows with AI-driven audit & analytics.