What are Interaction analytics?
Interaction analytics is the analysis of every conversation. It is the practice of taking the valuable records of conversations that occur on calls, chat transcripts, and emails and distilling the information into meaningful insight for company-wide benefit. Conversations in these and other formats are reviewed using artificial intelligence and natural language processing (NLP) tools.
EQ enhances customer experience (CX) by providing AI-powered tools with a precise and actionable benchmark for interpreting a wide array of customer emotions. When customers feel listened to and are given the highest quality of service by their agents and tools, their entire customer journey benefits – as does their trust and loyalty to a company.