How Artificial Intelligence Can Improve Workforce Management

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Paul Chance of NICE discusses how Artificial Intelligence (AI) can benefit forecasting, scheduling and more.

Often when we hear the term AI, we 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 fewer of the mundane tasks to focus on what is strategic.

According to the Brooks Institute, a system must have three dimensions.

Intentionality: it must make decisions which normally require a 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, analyse 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 centre 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.