How Artificial Intelligence Can Improve Workforce Management

Filed under - Industry Insights, ,

​Paul Chance of NICE discusses how Artificial Intelligence (AI) can benefit forecasting, scheduling and more.

Often when we hear the term AI, we think of robots taking over the world.

For our sake, it’s helpful to first define what AI is and is not. AI is not about computers taking over the world but rather allowing people to perform fewer of the mundane tasks to focus on what is strategic.

According to the Brooks Institute, a system must have three dimensions.

Intentionality: it must make decisions which normally require a human level of expertise and it must help people anticipate problems or deal with issues as they come up.

AI must also contain some type of intellect. Using sensors, digital data, or remote inputs, algorithms combine information from a variety of different sources, analyse the material instantly and act on the insights derived from those data.

More importantly, algorithms must compile decisions based on different considerations, such as efficiency, equity, justice, and effectiveness to reconcile conflicting values to guard against untrustworthy results, as well as bias and discrimination.

The third dimension that AI must contain is adaptability. This means that the system must adjust as circumstances or conditions shift.

AI is being used throughout the contact centre environment today. We see it in chatbots, natural language processing within IVRs, robotic process automation for agents, automated customer interactions, automated or augmented email responses and speech analytics.

Paul Chance

Workforce management (WFM) deals with incredibly large and complicated data. AI is beneficial to WFM in five specific areas:

  • Strategic planning
  • Hiring
  • Tactical forecasting
  • Scheduling
  • Change management

To find out how AI can help to improve each of these areas, take a look at the video below.

This blog post has been re-published by kind permission of NICE – View the original post

To find out more about NICE, visit their website.

About NICE

NICE NICE is a leading global enterprise software provider that enables organizations to improve customer experience and business results, ensure compliance and fight financial crime. Their mission is to help customers build and strengthen their reputation by uncovering customer insight, predicting human intent and taking the right action to improve their business.

Read other posts by NICE

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Published On: 30th Nov 2018 - Last modified: 4th Nov 2020
Read more about - Industry Insights, ,

Recommended Articles

robots in a line
Artificial Intelligence in the Contact Centre: What You Should REALLY Know
A picture of AI forming a human face
14 New Uses of Artificial Intelligence in Customer Service
The 10 Things They Won’t Tell You About Artificial Intelligence
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.