{
  "id": 7405603,
  "title": "Contact Center AI Is Moving From Demos to Audits: Inside TELUS Digital's Agent Performance Loop",
  "url": "https://urgent.news/2026/09/14/contact-center-ai-is-moving-from-demos-to-audits-inside-telus",
  "topic": "ai",
  "section": "AI",
  "published": "2026-09-14T19:11:31.000Z",
  "source": {
    "name": "HackerNoon",
    "slug": "hackernoon",
    "url": "https://hackernoon.com/contact-center-ai-is-moving-from-demos-to-audits-inside-telus-digitals-agent-performance-loop?source=rss"
  },
  "original_language": "en",
  "account": "Contact center AI systems are moving from demonstrations to audits, with a focus on measuring their impact on agent performance. A study by The Quarterly Journal of Economics found that a generative AI assistant for customer support agents increased resolution rates by 15%, particularly for less experienced agents. Despite these promising results, only 32% of enterprises using contact centers have adopted AI-powered quality assurance and coaching tools. The lack of a grading layer in these tools has been a significant barrier to their success. TELUS Digital, a CX transformation partner for Fortune 1000 brands, has developed an \"Agent Performance Loop\" that connects training, real-time assist, and quality monitoring to improve agent performance. This loop involves training agents, providing real-time assist during interactions, and monitoring quality against real outcomes to inform coaching and training. TELUS Digital tests their AI systems within their parent company, TELUS, in a \"living laboratory\" approach before deploying them to external clients. This approach allows them to refine the AI-powered customer experience in real telecommunications operations.",
  "summary": "Only 32% of enterprises run AI quality monitoring in their contact centers. TELUS Digital says contact center AI plateaus without it. Here is the loop it needs.",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}