Meta's Model Capability Initiative is harvesting employee keystrokes and screen interactions to train AI agents on behavioral data—the missing layer in current contact center AI, which typically captures only what agents say rather than how they navigate systems and workarounds. As the industry shifts toward agentic AI capable of autonomous multi-step task completion, contact center leaders need to scrutinise their vendors on where they're sourcing this behavioural training data, since your own agent interactions represent a constant stream of valuable signal that competitors may be seeking to capture.
Meta has announced plans to start tracking its employees’ keystrokes and mouse clicks to train its AI models. The news has made headlines for all the obvious reasons, igniting debates around privacy and the employee experience, with one unnamed Meta staffer labeling the move “very dystopian.” Of cou
Meta Is Building AI Agents From Keystrokes – Are Contact Centers Next? CX Today