Automated speech analytics in call centers (2000s)
Before speech analytics, supervisors manually listened to a small sample of calls to assess quality. Speech analytics tools automated the analysis, allowing 100% of calls to be evaluated for sentiment, compliance, and customer experience.
Contact centers shifted from sampling a few calls per agent to analyzing every interaction.
Set the precedent for AI in contact centers, but the tools were analytical - they showed what happened without prescribing what to do about it.
Performance Agents represent the next wave: AI that not only analyzes conversations but also decides what workers should change and measures whether the change worked.
