Pre-training and fine-tuning get your AI to the starting line. Runtime learning is how it wins the race by giving agents the tools to learn as they work as part of an ongoing QA process. BCI understands what defines an excellent CX- what creates courtesy, professionalism, empathy, and efficient problem-solving- and we transfer this knowledge to agents through continuous monitoring, auditing, and meticulous behavioral tuning, to deliver consistently high-quality experiences.