FAQ

What is an “AI insight” in MiaRec?

An AI insight is a structured piece of information extracted from a conversation transcript/thread (for example: summary, sentiment, topic, CSAT). Many insights also include a short explanation to support human review.

Why do I see an explanation?

Explanations are designed to make AI output more transparent. They help you confirm why the AI assigned a value and find supporting evidence in the transcript/thread.

Can I change how the AI works?

Most users cannot. Changes to prompts, filters, and enabled insights are handled by your organization’s administrators. See the Conversation Analytics – Administration Guide.

Why does a score not match what I personally think?

AI insights are inferred from conversation content and can be affected by: - transcript quality, - limited evidence (short conversations), - your organization’s scoring definitions, - changes in prompts or thresholds over time.

Use the explanation and transcript evidence as your first check.

Why can't I see certain dashboards or fields?

Access is usually controlled by role/permissions. If you believe you should have access, contact your MiaRec administrator.