The Use of Artificial Intelligence in WFM

​Often when we hear the term Artificial Intelligence (AI).  When we hear it, we usually 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 less of the mundane tasks to focus on what is strategic. Per the Brooks Institute, a system it must have three dimensions.  Intentionality, it must make decisions which normally require 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, analyze 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 center 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.

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

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

Looking to find our more? Please check the Facebook Live session where AI in each of these areas is discussed.


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