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There is an old adage — ‘Customer is the King’, and it can’t be truer at any other time than now when the pandemic has hit global economies. According to a Deloitte research on COVID-19 and customer experience that was conducted last year, customer loyalty is driven by trust and confidence in a brand and the pandemic has put these two parameters under great stress. This is where ‘Customer Satisfaction Scores’ are a key to assessing your brand’s market standing and the likelihood of customer retention as well as acquiring new customers. …


In most modern call centers, all customer conversations are recorded and analysed using Natural Language Processing (NLP) algorithms. The purpose of recording and analysing the calls is essential to generate business insights and customer understanding. The reason why companies are relying on NLP is the ability to extract valuable information from unstructured data sources such as voice calls. Mihup is a prominent name in voice technology solutions and our NLP-based analytics tools are being used by a number of clients in diverse areas and applications.

Let’s go ahead and look at some of the ways in which businesses can apply…


India has an estimated 125 million English speakers, but no more than 0.3 million of those use it as their first language. Majority of the 1.35 billion plus Indians speak one or the other of the 22 vernacular languages and their dialects recognized across the country. Today, the rapidly growing internet coverage and smartphone access in rural areas and smaller cities has ensured that the audience has access to digital tools, social media, entertainment and other services. However, these are predominantly available in English whereas most of the users communicate in Hindi or the other 21 plus Indian languages. …


Harmandeep Singh Matharu, Deputy CTO, Mihup

Over a century after fossil fuel driven vehicles transformed the world of transportation, our world has now entered another technology driven transformation of mobility. From fossil fuels to electricity, the future vehicles are going to make a wholesome change in terms of technology and operations. AI-driven voice controls are another powerful and highly exciting additions that smart vehicles of the 21st century will soon bring to our roads. From allowing the vehicle occupants to freely enjoy the road journey to taking care of car security and parking, AI driven car-assistants will take care of…


In the digital world, customer service is becoming increasingly dependent on conversations. Whether it is a consumer calling the brand or vice versa, the conversations invariably yield a great deal of information. These conversations reveal what is communicated by whom and what impact it makes on the customer satisfaction, sales conversions, referrals and customer retention. In the wake of the pandemic, digital communication has grown in leaps and bounds as the conventional conversations have dried up. Therefore, as a brand, it is important for you to identify the intent behind these conversations to improve customer satisfaction.

Each conversation that takes…


In modern contact centers, data driven performance metrics reign supreme. There are so many parameters and metrics that one might wonder if the emphasis on data is exaggerated. However, in reality, it is the constant measurement of performance metrics which can make or break customer experience. One of the key metrics that every customer care manager is always mindful of, is the Average Handle Time (AHT). AHT is measured for interactions over phone calls and chats as well as for the resolution of tickets and queries raised by the customers. It helps the managers identify how much average time is…


What if there was a way for an e-commerce brand to predict what a particular customer is most likely to buy and in what price range, as soon as the person logged on to the website?

Not only that, imagine how good it would be if as an e-commerce brand, you already knew how a customer’s journey takes place on your portal, foresee the challenges and proactively find ways to resolve those issues?

This kind of a solution can make enhancing customer loyalty, sales conversions and customer satisfaction a breeze!

Mihup’s transformational speech analytics platform known as Virtual Interaction Analyst…


India has an estimated 125 million English speakers, but no more than 0.3 million of those use it as their first language. Majority of the 1.35 billion plus Indians speak one or the other of the 22 vernacular languages and their dialects recognized across the country. Today, the rapidly growing internet coverage and smartphone access in rural areas and smaller cities has ensured that the audience has access to digital tools, social media, entertainment and other services. However, these are predominantly available in English whereas most of the users communicate in Hindi or the other 21 plus Indian languages. …


Recent events have accelerated the evolution of digital technology driven transformation. It is time for business leaders and technology innovators to come together and strategically collaborate to create the future of work and enable stakeholders to benefit in the new normal. Evidently, the current human-centric processes are no longer adequate to cater to a data-driven world. Cutting-edge digital automation holds the key to sustainability and growth.

Transformational role played by technology

· Technology will move from being just a tool to perform tasks and assume the role of opportunity and value creator for IT companies. Tools that facilitate cross-functional collaboration…


As consumers of numerous services, it is common for all of us to make customer care calls. However, most of us often feel that the call centers representatives are often not able to provide the desired First Call Resolution. Lack of FCR or resolution of the problem promptly on the first call is a key parameter of customer satisfaction. …

Mihup.ai

Voice AI - interaction analytics, voice bot, IoT and the likes

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