Contact center auditor

: controlos de ação e de resultados

Abstract

The implementation of a management control system is crucial to ensuring the smooth operation of organizations. Different types of controls must be considered to allow for adaptation to organizational needs, as is the case with a Contact Center, which is characterized by a dynamic and constantly changing environment. This Master's Final Project aims to study how the Contact Center Auditor, a tool based on artificial intelligence, utilizes action and results controls to achieve organizational objectives. A qualitative methodology was employed in this study, specifically a case study approach, which included data collection through internal information analysis, interviews, and direct observation. The main findings indicate that action, results and cybernetic controls, when combined with artificial intelligence, are effective methodologies for maximizing service quality and, consequently, achieving organizational goals. Thus, this research contributes to a better understanding of the application of artificial intelligence in an environment where compliance with norms and procedures is requi

Date of Award	25 Jul 2025
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	José Miguel Pereira dos Santos de Oliveira (Supervisor)