AI Interaction Analytics

NiCE AI Interaction Analytics helps you truly understand your customers — 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.

Using NiCE’s 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’ll see the full picture and know where to act, so every customer journey feels seamless and personal.

With AI Interaction Analytics, better experiences are just the beginning — 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.

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.

AI Interaction Analytics captures the metrics that matter most for creating standout experiences — from customer sentiment to agent performance to the full customer journey.

It includes purpose-built CX AI models, such as Enlighten AI 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.

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:

• First Call Resolution 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.

• Frustration detects language that signals customer frustration.

• Silence measures the duration of non-engagement between the customer and the agent.

• Sentiment evaluates how positive or negative an interaction was, for both the agent and the customer.

Finally, the AutoDiscovery feature takes it even further, surfacing new patterns and themes by clustering unknown topics and showing how they’re connected — offering AI customer interaction insights you didn’t know to look for.

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’s designed to help you identify metrics, trends, performance outliers and even find that “needle in the haystack” you are without requiring analytics expertise.

CXone Mpower 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.

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.

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’s backed by trustworthy intelligence.

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.

With drag-and-drop simplicity, you can display the metrics that matter to you — by date, channel, agent, or any key attribute.

Highlights include:

• Tracking a full omnichannel view of call and chat analytics

• Providing real-time insights to act on issues as they happen

• Analyzing historical data for early insights into performance trends

• Addressing complex business challenges with interactive drill-down views to uncover root causes and act quickly

There are two pricing tiers, CXone Mpower Interaction Analytics and CXone IA Advanced.

CXone Mpower Interaction Analytics: Delivers continuous insights with out-of-the-box detection of key entities, topics, and outcomes like AI sentiment analysis and frustration.

CXone Mpower Interaction Analytics Advanced: Adds powerful AI features like AutoDiscovery, Topic AI Intent and Activity Models, and Ask Analytics conversational filter and search. You can also enhance the advanced solution with Enlighten AI models for CSAT and Sales Effectiveness.

CXone Mpower Interaction Analytics can also be purchased as part of the CX analytics platform in CXone Mpower Complete or Ultimate Suites.