PERSPECTIVES
Essays on behavioral and emotional intelligence, the discipline of quality assurance, and what it takes to build AI that understands human interaction.
INDUSTRY ORIGINS
Lisa DeFalco, who founded the first firm dedicated to contact center quality assurance in 1996, on how the discipline began, what it measures, and how AI changes it.
ReadEMOTIONAL INTELLIGENCE
Lisa DeFalco on why conversational AI needs behavioral and emotional intelligence—not only sentiment scores—to understand and assess human interaction.
ReadBEHAVIORAL INTELLIGENCE
Lisa DeFalco on how to define and assess an ideal conversation: observable behaviors, consistent standards, and evaluating every interaction.
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