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Topic analysis

Topic Analysis in MiaRec automatically identifies the key subjects discussed in each customer interaction, providing deep insight into the nature of calls at scale.

Example of topics include "Service cancellation", "Escalation to manager", "Credit card declined", "Issue with phone", "Reschedule appointment", etc.

What is Topic Analysis?

Topic Analysis uses a large language model (LLM) to analyze the content of every conversation and extract the main topics discussed during the call. These topics reflect the actual intent or issues brought up by customers and agents — ranging from billing and technical issues to cancellations or competitor mentions.

With Topic Analysis, you can:

  • Understand customer needs at scale without listening to every call.
  • Identify trending issues or opportunities over time.
  • Use topics to filter, search, and investigate specific types of conversations more efficiently.

How It Works

  1. Call Processing: After a call is recorded, MiaRec transcribes the conversation using speech-to-text technology.

  2. Language Model Analysis: A large language model analyzes the transcript to detect and label the most relevant topics discussed during the call.

  3. Topic Tagging: Detected topics are attached to the call record.

Topics Dashboard

The Topics Dashboard gives you a high-level overview of what your customers are talking about — helping you monitor trends, spot emerging issues, and prioritize improvements across departments.

Topics Dashboard

Review Topics in Call Details

MiaRec makes it easy to see exactly what topics were discussed in each individual call — right from the Call Details page.

How to Find It

  1. Open details of the individual call
  2. In the Call Details view, click Analytics tab to see the Topics section.

What You'll See

  • Tagged Topics: Clearly labeled tags show all topics identified in the conversation (e.g., Billing Inquiry, Cancellation Request, Password Reset).
  • Explanation: The system explains why this topics is relevant based on the content of the conversation
  • Relevanse score: A relevance (confidence) score from 1 to 10
  • Quotes: A list of phrases from the conversation that represent the topic

Topics in Call Details

MiaRec allows you to filter calls by detected topics, making it faster and easier to find the conversations that matter most.

How to Search by Topic

  1. Navigate to Recordings > Advanced Search.

  2. In the search panel, select the Call - Topic attribute.

  3. Select the appropriate search operator, for example, "Is", "One Of", "Is Set (available)"

  4. Select one or more topics from the dropdown list

  5. Click Search to view all calls that include the selected topic(s).

Topics in Search

Topics in Call List

You can also combine Topic filters with other criteria such as:

  • Date range
  • Call duration
  • Call direction (Inbound/Outbound)
  • Agent
  • Sentiment or CSAT score
  • Call Outcome (e.g., Resolved, Escalated)
  • etc.