Overview
Artificial intelligence (AI) was formally founded as an academic discipline at a conference in 1956, long before workforce management (WFM) systems became a staple in the contact center. In the years since, AI initiatives and enthusiasm have ebbed and flowed, but there’s been a recent surge in interest and investment due to advancements in computing power, an explosion of data collection and the business need to seek increased productivity and profitability through technology.
This eBook describes how NICE WFM uses artificial intelligence and a machine learning-based simulation process in creating schedules.
