If you’re expecting evaluation scores, those belong to Auto QA, not Gen AI Insights.

1. Where Gen AI Insights appear in Enthu

You can see Gen AI Insights:

  • On the main call screen, where you see the transcript

Insights appear per call, based on the insight questions configured for your workspace.

2. How to create Gen AI settings / How to setup Gen AI questions

  • Go to the manage section

  • Scroll down to the bottom, and you will see an option with the name of “Gen AI settings.”

  • You will see a button of “create a new setting.”     

  • Important: You need to select a team first, then start adding the questions. 


Note: For a question, you need to add “Context” and the “format”. You can add as many questions as you want.

3. How Gen AI Insight questions work

Pre-added insight questions

  • These questions are configured in advance

Important behavior

  • Insight questions are the same for all relevant calls and will be same for a team

  • Answers are generated only as soon as call gets into Enthu

4. Why I don’t see Gen AI Insights for some calls

Gen AI Insights may be missing if:

  • The call transcript is not available

  • The call is too short; call duration of minimum 3 minutes is required to proceed for Gen AI insights

  • AI processing is still in progress

  • Gen AI Insights are not enabled for the account

  • No Gen AI questions were there for that team

What to do

  • Refresh after some time

  • Confirm insights are enabled in settings

  • Settings are assigned to that team

5. How to download Gen AI Insights

How to download

  1. Go to Call Analysis Screen

  2. Apply the relevant date range or filters

  3. Use the Download option and click on “Download Gen AI Data”, Write your Email ID on which you want us to send the data. 

Common confusion

If insight columns are missing:

  • Insights may not be enabled for your account. Reach out to your account manager. 

  • AI processing may not be completed yet. 

6. Gen AI Insights showing an error

Common reasons

  • Transcript quality is insufficient

  • AI processing failed temporarily

  • The call does not meet the minimum criteria

Note: If you are not getting the desired results make the changes to the context for that question

What to do first

  • Refresh the page

  • Reopen the call after a few minutes

  • Check transcript availability

If errors persist, share the call ID with your account manager.


7. How to edit the Gen AI insights questions

  • These are the steps to edit the Gen AI insights:
    - Go to the Manage Section
    - Scroll to the last, you will see an option with “Gen AI insights”
    - You will see all the teams on the left, and the questions on the right. 
    - Select the team for which you want to edit the questions. 
    - You will see an “edit” button, and you can update the questions 




8. How to delete Gen AI settings

  • Go to the manage section

  • Scroll down to bottom you will see an option with the name of “Gen AI settings”

  • You will see an option/button “Delete”

  • From there you can delete all the settings
      

Note: You also have the option to delete a single question from settings, to delete the single question you need to click on edit, and then a pop-up box will appear for all the questions, and from there you can delete a single question. 


Important: Changes will be reflected in the calls that came after changes were made.