How AI is Driving Workforce Management

Today, artificial intelligence (AI) helps us shop, navigate our computers, operate our in-car infotainment systems and more. It’s increasingly showing up in the business communications solutions we use everyday as well. With their ability to recognize patterns, self-learning and cognitive capabilities, AI-driven algorithms can perform complex jobs with better speed and accuracy than humans. Businesses are getting deeper into predictive analytics, using artificial intelligence (AI) applications to help streamline call center experiences for customers and agents.

Solutions such as workforce management involve so many data points today that manual methods are no longer possible for companies that wish to get the most out of their labor investments. Artificial intelligence can spot trends, problems and opportunities in workforce data that humans simply can’t. In the contact center, complexity due to the allocation and coordination of shifts across teams, departments and locations necessitates a robust workforce management solution, and today, this means a solution driven by AI.

The AI-based workforce management solutions can help the managers to assess the current labor demand and anticipate future need as well,” wrote blogger Srikanth for Techiexpert. “Beyond demand forecasting, AI can also cover anticipatory events for generating flexible schedules. The software empowers managers with predictive analysis to create balanced schedules that make jobs more comfortable and reduce stress.”

Schedules created thanks to AI-driven workforce management solutions tend to be far more accurate, as there is no chance of human error in prediction. Cloud-based and hybrid solutions such as those from Verint’s Monet Software are designed with the latest artificial intelligence and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. This way, call center management can more efficiently use the people and tools at their disposal to optimize value and lower costs. The AI-driven scheduling engine incorporates all call types and activities to generate schedules that optimize factors including agent availability, work rules, skills, holidays, breaks, service levels and budgets.

Edited by Maurice Nagle