the way in which customers engage with your organization after selecting the communication channel of their choice. Interactions can be self-service orientated and can include navigating an IVR, leaving a voicemail, or filling out a web form to send an email. Interactions can also be human or agent oriented to include Chat sessions, talking to a live representative, or face-to-face video calls. Each interaction point, whether human or self-service, will have a different perceived value and unique organizational cost associated to it.