Monitoring agent oversight of artificial intelligence content in a contact center

A system comprising:

• a processor;
• and
• a memory coupled with and readable by the processor and storing therein a set of instructions which, when executed by the processor, causes the processor to monitor agent oversight of automatically generated content in a contact center by:
• conducting, by one or more communication modules of the contact center over one or more communication channels, a communication session with each of a plurality of client devices, each client device associated with a customer contact;
• generating, by an Artificial Intelligence (AI) engine of the contact center, AI-generated content for each communication session;
• providing, by the AI engine, the AI-generated content for each communication session to an agent device associated with a human agent prior to providing the AI-generated content to any of the client devices, wherein the provided, AI-generated content is presented to the human agent through a user interface provided by the agent device;
• monitoring, by an eye tracking system associated with the agent device, review of the AI-generated content by the human agent while the AI-generated content is presented through the user interface provided by the agent device;
• and
• generating, by the eye tracking system associated with the agent device, an indication of the human agent's level of attention to the AI-generated content based on monitoring the review of the AI-generated content by the human agent.

A non-transitory computer-readable medium comprising a set of instructions stored therein which, when executed by a processor, causes the processor to monitor agent oversight of automatically generated content in a contact center by:

• conducting, by one or more communication modules of the contact center over one or more communication channels, a communication session with each of a plurality of client devices, each client device associated with a customer contact;
• generating, by an Artificial Intelligence (AI) engine of the contact center, AI-generated content for each communication session;
• providing, by the AI engine, the AI-generated content for each communication session to an agent device associated with a human agent prior to providing the AI-generated content to any of the client devices, wherein the provided, AI-generated content is presented to the human agent through a user interface provided by the agent device;
• monitoring, by an eye tracking system associated with the agent device, review of the AI-generated content by the human agent while the AI-generated content is presented through the user interface provided by the agent device;
• and
• generating, by the eye tracking system associated with the agent device, an indication of the human agent's level of attention to the AI-generated content based on monitoring the review of the AI-generated content by the human agent.