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{"@context":"https://schema.org","@graph":[{"@type":["WebPage","FAQPage"],"@id":"https://www.nice.com/products/interaction-analytics","url":"https://www.nice.com/products/interaction-analytics","name":"AI Interaction Analytics | NiCE","isPartOf":{"@id":"https://www.nice.com/#website"},"primaryImageOfPage":{"@id":"https://www.nice.com/products/interaction-analytics#primaryimage"},"image":{"@id":"https://www.nice.com/products/interaction-analytics#primaryimage"},"thumbnailUrl":"https://resources.nice.com/wp-content/uploads/2025/09/interaction-analytics-demo-tour.jpg","datePublished":"2024-05-02T09:45:50+00:00","dateModified":"2026-07-01T13:15:11+00:00","description":"Turn calls and chats into insight with AI Interaction Analytics. Improve CX, reduce manual work, and make faster, smarter decisions with generative AI.","breadcrumb":{"@id":"https://www.nice.com/products/interaction-analytics#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https://www.nice.com/products/interaction-analytics"]}],"mainEntity":[{"@type":"Question","name":"How does speech and text analytics help businesses improve CX?","acceptedAnswer":{"@type":"Answer","text":"<div style=\"height:100%\">\n<p class=\"\">NiCE AI Interaction Analytics helps you truly understand your customers \u2014 why they reach out, what they need, and how to better serve them. By analyzing every interaction across channels, you can uncover trends, spot opportunities, and make smarter decisions that enhance customer experiences, improve agent performance, and drive real business results.</p>\n\n\n\n<p class=\"\">Using NiCE\u2019s proprietary, industry specific, purpose-built CX AI models and generative AI technology, speech and text analytics measures insights on customer sentiment, identifies churn risk, and product, process or skill issues that were otherwise previously unknown. You\u2019ll see the full picture and know where to act, so every customer journey feels seamless and personal.</p>\n\n\n\n<p class=\"\">With AI Interaction Analytics, better experiences are just the beginning \u2014 you also reduce costs, improve agent outcomes, and unlock operational efficiency. You have a single workspace for organizing, analyzing, and operationalizing data from multiple interaction channels and data sources, making it easy to act on what matters.</p>\n"}},{"@type":"Question","name":"What types of interactions can I analyze?","acceptedAnswer":{"@type":"Answer","text":"<div style=\"height:100%\">\n<p class=\"\">NiCE Omnichannel Interaction Analytics works across every type of customer interaction from voice call analysis to text to digital, including social. Wherever customers connect, you can listen and learn. It applies advanced analysis such as automatic speech recognition (ASR) or speech analytics, natural language processing (NLP), machine learning (ML), transcription, sentiment analysis, and industry-specific gen AI models to any channel. This makes it easy to meet your customers where they are and understand them like never before.</p>\n"}},{"@type":"Question","name":"What are some of the metrics measured or analyzed in NiCE AI Interaction Analytics?","acceptedAnswer":{"@type":"Answer","text":"<div style=\"height:100%\">\n<p class=\"\">AI Interaction Analytics captures the metrics that matter most for creating standout experiences \u2014 from customer sentiment to agent performance to the full customer journey.</p>\n\n\n\n<p class=\"\">It includes purpose-built CX AI models, such as NiCE AI Models for Customer Satisfaction, which analyzes agent soft skill behaviors proven to influence positive sentiment. The agent soft skill behaviors, such as showing empathy, acknowledging loyalty, demonstrating ownership, asking effective questions, and others can be aggregated by agent, team, location and correlated with other KPIs.</p>\n\n\n\n<p class=\"\">You can filter, analyze, and correlate data by metrics including everything from timeline (day/time of interaction); agent team; likelihood to buy, sentiment, and more. Pre-built metrics include:</p>\n\n\n\n<ul class=\"wp-block-list\">\n<li style=\"font-size:16px\"><em>First Call Resolution</em> assesses whether or not the customer interaction was successful in providing a solution during the first customer contact, thereby reducing the need for repeat calls or further follow-up.</li>\n\n\n\n<li style=\"font-size:16px\"><em>Frustration</em>&nbsp;detects language that signals customer frustration.</li>\n\n\n\n<li style=\"font-size:16px\"><em>Silence</em>&nbsp;measures the duration of non-engagement between the customer and the agent.</li>\n\n\n\n<li style=\"font-size:16px\"><em>Sentiment</em>&nbsp;evaluates how positive or negative an interaction was, for both the agent and the customer.</li>\n</ul>\n\n\n\n<p class=\"\">Finally, the AutoDiscovery feature takes it even further, surfacing new patterns and themes by clustering unknown topics and showing how they\u2019re connected \u2014 offering AI customer interaction insights you didn\u2019t know to look for.</p>\n"}},{"@type":"Question","name":"How easy is it to view or manipulate CX data in AI Interaction Analytics?","acceptedAnswer":{"@type":"Answer","text":"<div style=\"height:100%\">\n<p class=\"\">Interaction Analytics offers a unified view of your CX data, all in one customizable user-friendly dashboard. With intuitive filters and widgets, anyone can explore the data and discover the story behind every customer interaction. For example, the intent analysis widget allows users to view metrics associated with the intents of calls, such as Total Interactions, Average Duration, Average Silence, Total Interactions %, Positive Client Sentiment, Negative Client Sentiment, Outcomes, and more. If the insights you are looking for are not on a pre-defined dashboard or you still have questions, use the Ask Analytics LLM conversational chat window to easily search and filter interactions. It\u2019s designed to help you identify metrics, trends, performance outliers and even find that \u201cneedle in the haystack\u201d you are without requiring analytics expertise.</p>\n\n\n\n<p class=\"\">AI Interaction Analytics Advanced provides you with the ability to also analyze and filter by Intents, Actions, and Outcome AI models, and then correlate those results with CSAT, handle time, or specific agent behaviors.</p>\n\n\n\n<p class=\"\">Best practice out-of-the-box templates and industry specific AI models can help you get started. It is also possible to fine-tune it to suit your specific business needs.</p>\n"}},{"@type":"Question","name":"How are AI/LLMs (large language models) used in AI Interaction Analytics?","acceptedAnswer":{"@type":"Answer","text":"<div style=\"height:100%\">\n<p class=\"\">Interactions Analytics Topic AI combines the latest generative AI LLM (Large Language Models) technologies with purpose-built, industry-specific AI models to analyze every interaction for intents, actions and outcomes and then categorize the results into a hierarchy. You can enrich the AI models with your own CX data to align with your organizational processes and terminology. This automated process means faster time to insight, more accurate analysis, and the confidence to take action, knowing it\u2019s backed by trustworthy intelligence.</p>\n"}},{"@type":"Question","name":"What sort of reporting is available with NiCE AI Interaction Analytics?","acceptedAnswer":{"@type":"Answer","text":"<div style=\"height:100%\">\n<p class=\"\">From the front line to the C-suite, everyone gets the view they need. Role-based out of the box and customizable dashboards and visual reporting offer a unified lens into performance, engagement, and experience across your organization.</p>\n\n\n\n<p class=\"\">With drag-and-drop simplicity, you can display the metrics that matter to you \u2014 by date, channel, agent, or any key attribute.</p>\n\n\n\n<p class=\"\">Highlights include:</p>\n\n\n\n<ul class=\"wp-block-list\">\n<li style=\"font-size:16px\">Tracking a full omnichannel view of call and chat analytics</li>\n\n\n\n<li style=\"font-size:16px\">Providing real-time insights to act on issues as they happen</li>\n\n\n\n<li style=\"font-size:16px\">Analyzing historical data for early insights into performance trends</li>\n\n\n\n<li style=\"font-size:16px\">Addressing complex business challenges with interactive drill-down views to uncover root causes and act quickly</li>\n</ul>\n"}},{"@type":"Question","name":"How do I purchase Interaction Analytics?","acceptedAnswer":{"@type":"Answer","text":"<div style=\"height:100%\">\n<p class=\"\">There are two CXone pricing tiers, NiCE Interaction Analytics Essentials and Interaction Analytics Advanced.</p>\n\n\n\n<p class=\"\"><strong>Interaction Analytics:</strong> Delivers continuous insights with out-of-the-box detection of key entities, topics, and outcomes like AI sentiment analysis and frustration.</p>\n\n\n\n<p class=\"\"><strong>Interaction Analytics Advanced: </strong>Adds powerful AI features like AutoDiscovery, Topic AI Intent and Activity Models, and Copilot for Analytics conversational filter and search. You can also enhance the advanced solution with NiCE AI Models for CSAT and Sales Effectiveness.</p>\n\n\n\n<p class=\"\">Interaction Analytics can also be purchased as part of the Complete or Ultimate Suites.</p>\n"}}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https://www.nice.com/products/interaction-analytics#primaryimage","url":"https://resources.nice.com/wp-content/uploads/2025/09/interaction-analytics-demo-tour.jpg","contentUrl":"https://resources.nice.com/wp-content/uploads/2025/09/interaction-analytics-demo-tour.jpg","width":1000,"height":682},{"@type":"BreadcrumbList","@id":"https://www.nice.com/products/interaction-analytics#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https://www.nice.com/"},{"@type":"ListItem","position":2,"name":"Products","item":"https://www.nice.com/products"},{"@type":"ListItem","position":3,"name":"Interaction Analytics"}]},{"@type":"WebSite","@id":"https://www.nice.com/#website","url":"https://www.nice.com/","name":"NiCE","description":"","publisher":{"@id":"https://www.nice.com/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https://www.nice.com/search?q={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https://www.nice.com/#organization","name":"NiCE","url":"https://www.nice.com/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https://www.nice.com/#/schema/logo/image/","url":"https://resources.nice.com/wp-content/uploads/2025/05/nice-new-logo.svg","contentUrl":"https://resources.nice.com/wp-content/uploads/2025/05/nice-new-logo.svg","width":77,"height":28,"caption":"NiCE"},"image":{"@id":"https://www.nice.com/#/schema/logo/image/"},"sameAs":["https://www.facebook.com/OfficialNICELtd/","https://x.com/NICELtd","https://www.linkedin.com/company/nice-systems/","https://www.youtube.com/channel/UC4tmsS3fAVLp1Ue0DF-EauA"]},{"@type":"Product","@id":"https://www.nice.com/products/interaction-analytics#product","name":"Interaction Analytics","url":"https://www.nice.com/products/interaction-analytics","brand":{"@type":"Brand","name":"NiCE"},"category":"Contact Center Software","sameAs":["https://www.trustradius.com/products/nice-cxone/reviews"],"aggregateRating":{"@type":"AggregateRating","ratingValue":"8.6","bestRating":"10","worstRating":"1","ratingCount":"951","reviewCount":"951"}}]}