Workforce Management Featured Article
AI Can Improve Workforce Management
I’ve said it before and I’ll say it again: The pace of business is accelerating. New market entrants are challenging businesses in new ways. And companies like Amazon have conditioned customers to expect more from the organizations with which they do business.
That means businesses need to be smarter about how they leverage their resources, cater to their customers, and reach out to their prospects. They need to:
• provide workers with the tools they need to be as productive as possible;
• bring employees and partners together to communicate and collaborate to create winning strategies, and to provide the best possible solutions on time and within budget;
• deliver more consistent and personalized customer experiences across their customer service, marketing, and sales efforts; and
• more efficiently use the people and tools at their disposal to optimize value and lower costs.
This is the future of work. And artificial intelligence is a key technology enabling improvements in business and customer service.
The Infosys (News - Alert) “Leadership in the Age of AI” study notes that IT has been the primary beneficiary of AI initiatives at businesses to date. And it indicates that’s likely to continue, at least in the near term.
Respondents to the Infosys survey said marketing and communications (32 percent), human resources (29 percent) and legal (15 percent) are the other business departments and disciplines likely to be most impacted by AI.
AI is changing how work is done in customer service and contact centers as well. For example, AI can streamline and improve scheduling in such environments.
Edited by Maurice Nagle
