Abstract: An artificial intelligence (AI) and machine learning (ML) powered customer experience intelligence platform is adapted to collect interaction data and metadata associated with interactions between customer computing devices and agent computing devices, generate a transcript for each interaction between the customer computing devices and the agent computing devices based on the collected data, apply AI/ML model(s) to the transcripts to perform deep analytics and interaction monitoring to generate interaction insights for each interaction, and predict scores rating agent behavior during each interaction, and display the predicted scores and the generated interaction insights on a graphical user interface, for example, a dashboard.