Interaction Analytics is the process of analyzing customer interactions across multiple touchpoints, such as emails, calls, chat sessions, and social media engagements, to improve service quality and customer experience. AI-driven CRMs use sentiment analysis and natural language processing (NLP) to extract insights from conversations, identifying trends, common pain points, and opportunities for engagement. Businesses use interaction analytics to optimize agent performance, personalize communication, and enhance customer satisfaction. This feature helps organizations proactively address customer concerns and improve response strategies.