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Teleopti reimagines workforce management with the launch of Grant the chatbot

06 May 2019
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Developed with Microsoft Artificial Intelligence (AI) technology, Teleopti’s WFM chatbot, Grant, is the next recruit for intraday automation and enhanced employee self-service

Teleopti today launched Grant, the workforce management (WFM) chatbot developed to help companies revolutionise their intraday automation with AI-optimised employee self-service.

Teleopti’s bot assistant leverages Microsoft Azure Bot Service to deliver a more agile, efficient process for internal communication and customer service staffing.

Driving intraday operations with AI technology allows companies to improve every aspect of their customer service organisation from their business processes to how their employees work.

Teleopti’s incorporation of chatbot technology into WFM processes offers the next step for many companies looking to evolve both their intraday operations and employee empowerment. Available to Teleopti Azure cloud customers, Grant is an organisation’s own WFM concierge, handling all processes related to schedule requests.

Grant analyses current staffing alongside employees’ unique skills and schedules to provide chat notifications when voluntary time off is available.  If additional support is needed, Grant will soon be able to provide notifications when overtime hours are on offer.

Infused with natural language processing, staff can chat with Grant and let him know if they wish to accept the schedule options. Grant then automatically submits the schedule request for them.

“Employee engagement has always been at the core of our development focus, but it isn’t a static, one-size-fits-all matter, which is why we are constantly innovating around how to push the boundaries of WFM and employee-engagement functionality,” says Teleopti CEO Olle Düring.

Recruiting Grant as a WFM assistant helps not just frontline employees to achieve a better work-life balance with more freedom in their schedule, but it also means management and the WFM team can achieve flexible intraday planning.

Staffing can be adjusted to meet incoming demand without exhaustive manual monitoring, all while lowering HR costs. The organisations’ overall customer experience is also enhanced as Grant helps the company meet customers in the right place, at the right time, with skilled people who feel empowered in their working day.

Olle Düring continues, “New technological opportunities, such as chatbots, offer clear benefits for automating customer communication. With our 100% focus on WFM, we’re taking these innovations into workforce management. 

“Developing WFM embedded with machine learning and bot technology helps our customers improve their planning and operations, as well as create more empowering self-service for their teams.”

Built with Microsoft Cognitive Services

Following workshops and bi-weekly check-in sessions with Microsoft’s AI Services team, Teleopti’s R&D team built Grant using Microsoft Cognitive Services.

Azure Bot Framework was a natural fit with its acceleration of intelligent bot creation, ability to scale on demand and integration of Teleopti’s cloud WFM solution with Microsoft Azure.

Microsoft’s LUIS Language Understanding has also been crucial as the machine-learning based service enables Teleopti to build natural language chat conversations between Grant and the employee.