Teleopti launched the first of many functionalities within its artificial intelligence (AI) initiative, which focuses on enhancing the capabilities of core WFM software.
With this release, Teleopti infuses workforce management WFM scheduling with AI techniques where the intelligent software automatically learns from the customer, improving the longer it is used and making decisions unique to each customer's situation.
Many exciting AI initiatives are happening in the contact centre industry, and with Teleopti's 100% focus on workforce management, it pioneers the introduction of AI into core WFM practices.
Teleopti's initiative and connected release see it at the forefront of advancing scheduling processes with AI, improving the efficiency and accuracy of shift categorisation, and offering the tangible benefits of machine learning for users.
Understanding that every company is different, Teleopti has developed AI functionality that automatically learns from customer data, creating and setting shift categories specifically for each contact centre, and even each business unit within the contact centre.
The AI functionality launched uses a type of machine learning called dynamic decision trees to intelligently determine shift categories and sets within Teleopti WFM's rescheduling functionality.
Automating shift categorisation reduces the manual work for resource planners and improves the accuracy of historical data meaning more exact shift overviews which drive better compliance and regulations and a fairer working situation for agents.
Equally, enhancing scheduling processes with machine learning nurtures a cleaner user experience with the AI making automatic categorisation decisions behind the scenes.
Teleopti's AI initiative is supported by its long-term experience of building intelligent WFM solutions where algorithms are built to improve over time, producing better results the longer they are in place.
Such intelligence has so far come with advanced statistical methods, for example in forecasting functionality, but now, with machine learning, Teleopti is driving the solution to continually adapt and respond to different customer needs.
From now on, anyone using Teleopti WFM will be working with an AI-infused WFM solution. This is just the first step, with many more AI features soon to be incorporated.
Teleopti's AI launch will also advance the R-D team's approach to WFM development, as these possibilities are now available to all developers as an example of how they can build AI into their software development.