Upsell Technologies Inc. and Pluszero Inc. jointly hosted a launch event today to unveil “miraio,” an advanced AI operator designed to deliver both accuracy and adaptability in call center operations.
About “miraio”
“miraio” is a next-generation AI operator that integrates Upsell Technologies’ proprietary “AI-based automatic talk script generation” with its extensive voice data and operational expertise in commercial call center environments. This is combined with Pluszero’s proprietary AI technology, AEI (Artificial Elastic Intelligence), which enables human-like understanding of language and meaning. At its core is the AI engine “PUT,” a business-grade language processing and conversational platform that delivers advanced dialogue capabilities while minimizing the risk of hallucinations- incorrect responses commonly associated with AI.
Addressing Key Challenges in the Call Center Industry
The development of “miraio” was driven by three persistent challenges faced by call centers:
- Response Rate Limitations:
Even with increased staffing and operational efficiency, response rates typically cap at 80–90%, leaving some inquiries unanswered, particularly during peak hours. Customers often experience long wait times or receive no assistance at all. - Lost Opportunities from Abandoned Calls:
Calls that are dropped before reaching a live agent-known as “abandoned calls” represent missed revenue opportunities. A joint survey by Upsell Technologies and Pluszero found that 70% of customers abandon their inquiries midway through automated voice guidance or prompts. - Operator Harassment and Staff Retention Issues:
Call center staff frequently face verbal abuse and prolonged complaint handling, which takes a psychological toll and creates challenges in recruiting and retaining personnel.
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Demonstration Highlights
During the event, a live demonstration showcased “miraio” handling a restaurant reservation scenario. The AI successfully guided the customer through each step from taking the reservation and explaining course options to confirming dietary restrictions such as allergies demonstrating smooth, natural conversation flow.
The “PUT” engine, powered by AEI, was highlighted for its superior language comprehension and conversational ability. In both internal trials and external evaluations, such as a performance comparison at a major securities firm AEI-equipped operators delivered highly stable, accurate responses, outperforming similar solutions in intent recognition and response quality.
Seamless AI-Human Collaboration
Another key feature of “miraio” is its operational flexibility, achieved through real-time collaboration between AI and human operators. Human supervisors can monitor AI-led conversations and intervene instantly when necessary. Furthermore, if a customer requests to speak with a person, “miraio” can seamlessly transfer the conversation to a human operator. This hybrid approach ensures that customers receive the most appropriate and satisfying experience based on their preferences.
With “miraio,” Upsell Technologies and Pluszero aim to redefine customer support by delivering a balance of technological sophistication and human touch solving industry pain points while enhancing service quality.
