Premium

Custom AI Insights

Custom AI Insights provides unlimited capabilities for uncovering and analyzing the valuable data hidden in call recordings. Customers can utilize the AI Prompt Designer to better instruct the AI Assistant to extract specific information from every call.

Coaching & Feedback

The AI Assistant can identify areas for improvement after each call. Managers can even provide the tool with suggestions for what they would like agents to focus on.

Singular Call Reason

Using the full context of the call, the AI Assistant will assign a singular call reason to each interaction. This gives QA teams a multitude of opportunities to gather crucial insights.

Automated Translation

MiaRec is proud to share that the platform support extends to 98 different languages. The AI Assistant will automatically translate conversations to specified languages.

Targeted Coaching and Feedback

MiaRec’s AI Assistant can suggest areas for improvement after each interaction.

This advanced coaching functionality can also be customized, so the AI will focus on specific areas needing improvement. This customization ensures that feedback is not only relevant but also actionable, helping agents improve their performance in targeted and meaningful ways.

AI Feedback
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Unlock Hidden Insights with Advanced Data Analysis

Custom AI Insights offer unparalleled capabilities for uncovering and analyzing the valuable data hidden in call recordings. With the AI Assistant, users can dive deep into call content to extract actionable insights and trends with ease.

Leveraging the AI Prompt Designer, customers can tailor the AI Assistant to pinpoint specific details from each call. This customization ensures that you capture exactly the information you need, enhancing your ability to drive strategic decisions and optimize performance.

Precise Call Identification

Unlike generic Topic Analysis, which can assign multiple topics based on various aspects of the conversation, the Call Reason designates a single, overarching reason for the call. This functionality acts like an automatic call disposition, streamlining how calls are categorized and analyzed.

This feature delivers insightful data by pinpointing the primary reason for calls, which can be visualized in detailed reports. It also facilitates precise auto QA scorecard management. This targeted approach enhances the efficiency and accuracy of QA processes, ensuring that scorecards are run only on pertinent interactions.

Call Reason
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Build Custom Reports with AI-Driven Insights

MiaRec Custom AI Insights can be used to create detailed reports by integrating various AI-driven data points such as “Reason for the Call”, Sentiment Analysis, and more. This tool provides comprehensive insights into customer interactions, supporting informed decision-making.

Design your reports to emphasize specific metrics and visualize essential data points, as depicted in the example. Custom AI Insights can transform your raw call data into actionable intelligence, improving your marketing and operational performance.

AI Insights FAQs

Is there a limit to how many AI Insights we can create?

No, but each AI Insight consumes tokens. Please refer to the Fair Use Pricing Policy to learn more.

Can I create new AI Insight prompts and run those new prompts against old call data?

Yes, you can create new AI insight prompts at any time (when using the Premium package). However, if you would like to run those prompts against old call data, please contact your MiaRec Account Representative for further assistance. 

Can you explain example use cases for this feature?
  • Use Case 1: Reason for Calls
    • Ask the AI to categorize calls for you
    • Aggregate this data so you can see the most common reasons customers are calling into your contact center
  • Use Case 2: Areas of Improvement
    • Ask AI to provide feedback/coaching on every call
    • Helps with continuous improvement for agents
  • Use Case 3: Order Placing Issue
    • Ask AI to explain the reason why the customer’s order hasn’t arrived
    • Aggregate this data to see most common reasons
  • Use Case 4: Compliance Disclosures
    • Ask AI to check if agents are reading compliance disclosures
    • Aggregate this data to see what percentage of calls are following compliance guidelines
  • Use Case 5: Poem
    • Ask the AI to write a poem about your call transcript 
    • This example is provided to show that you can use the AI insights to extract whatever type of information you would like from your calls
Experience MiaRec

See How Custom AI Insights Can Transform Your Organization

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Our Modern Contact Center Blog provides practical tips, tricks, and strategic expert advice on how to keep your contact center ultra efficient while providing the best customer experience possible!

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