CCAIA Tampa Meeting 04/24

Help choose sub-topics for the CCAIA Tampa discussion on QA and Agent Assist

Author

Graycie Elliott
March 27, 2026

The Contact Center AI Association’s fourth meeting of the year is in Tampa on April 24th, 2026 from 2:30 to 7:30pm EST. This meeting will be one you cannot miss as we dive into one of the most relative topics in the industry as of late…

Quality Management & Agent Assist

We would love to hear your feedback as we solidify sub-topics. Please let us know your thoughts on the content below:

  1. Internal Development vs. External Vendors: Evaluating the trade-offs between building custom, in-house QA solutions versus utilizing third-party vendor platforms.

  2. The Evolution of Human Oversight: Navigating the transition from a “human in the loop” to a “human on the loop” model, and redefining supervisor roles as QA shifts to monitoring 100% of interactions.

  3. Sentiment Analysis Limitations: Addressing the realities and shortcomings of current QA platforms when it comes to interpreting vocal tone and sarcasm purely from raw text transcripts.

  4. Quality Assurance for AI Agents: Exploring the use of “guardian agents” to audit voice AI solutions, catch hallucinations, and ensure bots stay within guardrails.

  5. Use of tools like Claude Code: Discussing how practitioners are leveraging tools like Claude Code to bypass traditional limitations, conducting rapid, large-scale transcript analysis and intent mining.

  6. The Necessity of Prompt Engineering: Understanding why extracting accurate QA results from AI requires highly detailed prompts.

Respond to this email to let us know if you like these sub-topics,
or if there are any others you recommend.

As always, our meeting environment is established on a membership-priority basis, we highly encourage you to join today!

If you are already an active member and want to get involved either in-person or virtually, please refer to your membership page on ccaia.org to officially register your attendance, be it in-person or virtually. Or, respond to this email, let us know if you want to be in-person or virtual, and we will get you signed up!

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