What type of data does ECI analyze from customer interactions?

The correct answer highlights the importance of call transcripts in analyzing customer interactions to derive actionable insights. ECI, or Einstein Call Insights, specifically focuses on analyzing recorded interactions such as phone calls to identify patterns, trends, and actionable data that can enhance customer service and business strategies. By examining call transcripts, the system can pinpoint key topics, sentiments, and customer needs, allowing organizations to understand customer behaviors and preferences better.

This data is vital for improving service delivery, training customer service representatives, and ultimately providing a more tailored experience for customers. The insights gained from these analyses can lead to enhanced efficiency and better decision-making across the organization.

In contrast, the other options do not effectively capture the specific utility of ECI. Unrecorded historical data does not provide a framework for understanding current interactions. Transcriptions of non-business conversations are irrelevant to professional customer interactions, and general feedback surveys, while useful, lack the depth of analysis gleaned from actual call transcripts. Thus, the focus on call transcripts for actionable insights is what distinguishes the correct answer.