Abstract: A system for monitoring interactive communications, automatically evaluating communication quality, and generating customized training modules. The system ingests call recordings between agents and end users from a centralized data repository, converts the recordings into speaker-diarized transcripts using language-specific speech recognition, and redacts payment card industry data during transcription. The system segments transcripts and evaluates agent performance attributes using large language models. An automated quality control module processes each transcript through an evaluation pipeline that applies a large language model to evaluate the transcript against custom quality forms comprising evaluation questions, scoring rules, and descriptive elements configured per account, generating quality scores at scale. A scheduler operates daily processing pipelines tied to specific project identifications.

Abstract: Disclosed are systems and methods that enable robust, universal authentication and network access control capabilities for networks having a variety of computing device types and end users that access and operate on the network. The systems permit verification of end user identity, confirmation that computing devices have sufficient resources to reliably operate on the network, and configuration of computing devices with required software applications. The systems and methods further enable real-time, intelligent monitoring of the tasks and functions performed by system end users. The systems provide an immersive experience that allows end users to teleport into the environment of other end users, including viewing another end user's computer desktop, listening to ongoing telephone conversations, viewing and analyzing contemporaneous images or video of an end user and the end user's work environment, and interacting with the end user to provide precision coaching and assistance.