Real-time AI coaching is turning customer interactions into a continuous stream of performance data. Systems can analyze wording, tone, sentiment and adherence to scripts as a conversation unfolds, then prompt an employee or alert a supervisor. That speed can make assistance more useful, but it can also erase the distance between coaching and constant evaluation.
Democratic senator Ron Wyden is asking the U.S. government to review how federal law enforcement agencies use hacking tools and spyware against Americans, citing a lack of transparency into how often or for what reasons these tools are deployed.
