Although most call tracking services utilize AI and speech analytics to deliver their call analyses, CallSource, the inventors of call tracking, uses real human analysts to listen to calls and deliver robust and accurate data. While speech analytics is useful for a number of things, it is disappointingly incapable of the accuracy required to grade an employee’s telephone skills fairly. With advances in machine learning, speech analytics may one day overcome background noise and mobile phone audio issues, and understand the complexities of human conversations; homonyms, accents, and idiomatic expressions. For the present, however, expert, well-trained, analysts are still needed for accurate results – so that is what our call data is based on.