Hyatt uses AI to automatically review contact center interactions — such as calls and chats — for quality assurance, replacing the previous process in which human quality analysts manually listened to a sample of recorded calls. The system allows the quality team to cover a far larger share of interactions and redirect staff attention to cases that require human judgment.

Confirmed by Hyatt's Global Director of Data, Analytics & Quality in a CDO Magazine interview, the AI-driven quality assurance system automates the monitoring and review of contact center interactions at scale. Before this tool, Hyatt's quality team had to manually review a limited sample of interactions, which is described by Mayer as a resource-intensive process. The AI now handles much of this observational work automatically, allowing quality staff to focus on more nuanced situations where human assessment remains essential. The specific technology vendor or model used is not identified in available sources.