"You’re showing us the wrong numbers," she said. She clicked a USB drive. Iván’s graph appeared on the main screen.
The system was ruthless. It penalized a pause over 1.2 seconds ("Hesitation = Insecurity"). It flagged any deviation from the script ("Creativity = Deviation"). It gave Clara’s star agents a 68% score because they laughed naturally with a client ("Informal register detected—professionalism compromised").
It was titled:
Madrid, 2024. The corporate headquarters of McGraw Interactivo , a mid-sized training firm, and a cramped apartment across the city.
Clara stood up. Her hands trembled, but her voice was steady. Solucionario Comunicacion Y Atencion Al Cliente Mc Graw
A woman’s voice, trembling. "My husband passed away last week. I need to cancel his account, but… the automated system asked for his voice verification. I can’t… I can’t hear his voice again."
Clara didn’t open a script. She didn’t click the AI. "You’re showing us the wrong numbers," she said
"Then validate it," said Iván from the back. "Run a real test. One week. Human-only protocols. No AI scoring." Lerma agreed—not out of conviction, but because Iván threatened to leak the "Solucionario Lie" to a trade magazine.