How Artificial Intelligence Can Improve Workforce Management Related Articles Workforce Management Guide 18 Workforce Management Case Studies Artificial Intelligence vs. Machine Learning vs. Deep Learning Artificial Intelligence Explained From A to I © BillionPhotos.com - Adobe Stock - 104059254 2,316 Filed under - Industry Insights, NICE, Paul Chance, Videos 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 Article For more information about NICE - visit the NICE Website About 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. Author: NICE Published On: 30th Nov 2018 - Last modified: 24th Apr 2024 Read more about - Industry Insights, NICE, Paul Chance, Videos Recommended Articles Workforce Management Guide 18 Workforce Management Case Studies Artificial Intelligence vs. Machine Learning vs. Deep Learning Artificial Intelligence Explained From A to I Related Reports eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions eBook: Hit Business Goals, Engage Agents, and Delight Customers eBook: Break Outdated WFM Paradigms Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter