MiaRec Conversation Analytics

Transcription & Summarization

Every call transcribed and summarized, in any language

MiaRec transcribes every conversation, including calls in different languages, and turns each one into a written summary. You get an accurate record of what was said without anyone taking notes during the call or listening back afterward.

This means your team stops spending time re-listening to calls or reconstructing what happened. The full transcript and a clear summary are ready within minutes of the call wrapping, so anyone who needs to know what was discussed can read it instead of chasing it down.

Sentiment Scoring

See how the customer actually felt on every call

MiaRec scores the sentiment of each conversation, so you can see which calls left customers satisfied and which ones frustrated them. This happens automatically on every interaction, not just the few someone has time to review.

Because you can see sentiment across all of your calls, you can quickly find the conversations that went badly and understand what caused it. Instead of guessing where customer frustration is coming from, you can point to the exact calls and fix the underlying problem.

Call Reason & Outcome Detection

Understand why customers are calling and how those calls end

MiaRec identifies the reason behind each conversation and the outcome it reached. When you look across hundreds of calls, you can see which reasons come up most often and which types of calls tend to end poorly.

This gives you a clear view of what is actually driving your call volume. If the same issue keeps generating calls, or a certain kind of call keeps ending without resolution, you find out early enough to address the cause instead of dealing with the same problem over and over.

CX Metrics

Measure CSAT, NPS, and effort from real conversations, not surveys

MiaRec calculates customer experience metrics directly from what was said on the call. You get CSAT, NPS, and effort scores based on every interaction, instead of relying on surveys that only a small percentage of customers ever complete.

Because these scores come from your entire set of conversations, they reflect your whole customer base rather than a small and often biased sample. You can trust the numbers when you report them and when you use them to make decisions, because they are grounded in what customers actually said.

Topics & Custom Insights

Track the specific things that matter to your business

Beyond the standard signals, MiaRec detects topics across your conversations and lets you define your own custom insights. You decide what you want to watch for, whether that is a product name, a competitor, a policy question, or a recurring complaint.

This means you are not limited to generic metrics. You can track the things that are specific to how your business runs, see how often they come up across every conversation, and report on them, instead of hoping an agent remembers to flag them.

“Now agents are able to go back and become self-proficient. They’re able to look at the feedback MiaRec AI gives them and understand why it’s being given.”

Aldo Guzman

System QA Analyst, isp.net

FAQs

Conversation Analytics automatically transcribes, summarizes, and analyzes every customer conversation, so you can see what customers are contacting you about, how they feel, and how things resolve — across your whole operation. It answers the organization-level question: what's actually happening in our conversations?

Quality Assurance answers a narrower one: how did this individual agent perform on this specific call, against the standard we set? One gives you the high-level picture across the business; the other scores individual performance for coaching. They work well together, but they're genuinely different jobs — and if you don't run a formal agent-scoring program, Conversation Analytics is where you start.

This is the part worth slowing down on, because it's where MiaRec is genuinely different. It isn't a fixed model you have to adapt to. You define what the summaries capture and what your categories mean, in your own plain language — so an insurance agency can have every claims call surface the policy number and the license plate involved, while a home services company captures the equipment model and warranty status instead. The same call, summarized for two different businesses, produces two different results — because you decide what matters. Most tools hand you the insights everyone else gets; here, you get the ones your business actually runs on.

Most teams see usable insight from day one, since there's no complex setup or learning curve. You set it up and start analyzing your conversations to start getting visibility right away.

Both. Contact centers use it for CX visibility, and smaller sales teams use it for call summaries and deal-related insights. It fits, however conversations happen in your business.

With MiaRec Conversation Analytics, you can analyze 100% of your relevant customer conversations — whether they are call recordings, emails or other text-based messages.

Yes, of course. You can run Conversation Analytics on its own and add Auto QA or Relationship Management whenever it makes sense — the only requirement is that combined products sit at the same tier.

Products

Know what's happening across every customer conversation.