Definition
Interaction Mining analyzes historical customer interactions (calls, chat, email, CRM) to extract behaviors of top-performing employees and encode them into deployable ai-agents.
Key Points
- Contrasts with cost-deflection contact-center-ai by optimizing for revenue outcomes (conversion, collections, upsell)
- Feeds autonomous agents or real-time “wingman” assistants
- Prominent in regulated financial-services deployments (encore-ai)