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.
Interaction analytics takes the wealth of information and data that exists within conversations and draws conclusions about sticking points, miscommunication, customer satisfaction and more. Interaction analytics tools ensure a company understands their customers’ needs and desires related to the offered product or service. Additionally, because they can analyze 100 percent of interactions, these tools are invaluable for quality assurance and compliance auditing needs.