Get the facts on what AI really is, how it impacts workforce management today, and where the future is taking us. Headlines proclaim that AI is a job killer, stirring up worries among those who work in contact centers. But is that really the case? No. AI is still a long way from mimicking human intelligence, but it does have serious benefits for workforce management.
Your contact center is likely collecting reams of data that can inform your workforce forecasting and scheduling—if you only had the time. That’s how AI is your ally. It’s not a replacement for the humans on your team, but as a multiplier that can alleviate workload. AI can run forecasting models quickly, calculating better models for the employee forecaster to run and judge. AI can craft a mathematically optimal schedule that an expert can then review and adjust. And AI can provide rapid lunch or break re-optimizations based on last-minute schedule changes.
AI doesn’t replace the years of experience and human judgement that a strong workforce management team has. Rather, it manages the heavy lifting and menial tasks so the team can put time and focus on important decisions requiring more discernment.
AI assists workforce management by:
Comparing multiple forecasting models to pick the best one for review
Using a closed-loop feedback process to fine tune scheduling
Updating rules on routing calls to agents when new skills are added
Configuring optimization rules to ensure best staffing coverage
