Interaction Analytics (IA), built on AI technologies, transcribes and structures customer communications to identify intent, emotion, and sentiment captured in the conversation. IA can provide real-time guidance to agents while a customer is in the conversation for remarkable CX. You can also understand every customer interaction with interaction analytics. Use cases and languages available for IA continue to expand, making the future bright with interaction analytics.
Read this report from DMG and NICE to learn how far IA has come from its promising start into a mature, must-have solution.
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