The Value of Interaction Analytics

Author: Robin Gareiss, CEO & Principal Analyst Customer interaction analytics is emerging as one of the most vital components of business intelligence, thanks to AI. With 49.8% of companies already using interaction analytics, and another 29.9% planning to implement it this year, according to Metrigy’s AI for Business Success 2025-26 global research study with 1,104 companies, interaction analytics has transitioned from a contact center innovation to a strategic asset used across departments. At its core, interaction analytics examines conversations—whether between customers and service representatives, customers and salespeople, or among internal teams—to uncover insights that drive improvements in employee performance, agent experience, costs, and revenue.

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Table of Contents

• Customer Interaction Analytics: An Imperative for Success
  • Defining Interaction Analytics for Customer Experience
• A Critical Source of Business Intelligence
  • Types of Conversations Being Analyzed
• Widespread Usage Across Functional Roles
  • Comparing AI and Human Performance
• Generative AI’s Important Role
• Conclusion
• Working With Metrigy