1. A system comprising: an analytics server associated with a customer contact center, the analytics server being configured to: identify an interaction between a customer and an agent; parse a text of the interaction; determine an intent and a topic of the interaction based on the parsed text; compare the intent and the topic of the interaction with an intent and a topic of a second interaction, wherein the intent and the topic of the second interaction are stored in a data storage device in correlation with an explicit survey score; determine an implicit survey score for the interaction based on the comparing and the explicit survey score; and generate an output based on the determined implicit survey score.
21. The system of claim 1 , wherein the second interaction is with a second customer, and wherein the explicit survey score is provided by the second customer based on the second interaction.