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Teleopti Elevates Workforce Management Software with AI

Teleopti, a global leader in workforce management (WFM) solutions, has launched the first of many functionalities within its artificial intelligence (AI) initiative to enhance the capabilities of core WFM software. With this release, Teleopti infuses 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.

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 center, and even each business unit within the contact center. 

Accoding to the vendor, from now on, anyone using Teleopti WFM will be working with an AI-infused WFM solution and there are 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. Overall, Teleopti is creating an approach to WFM that embraces AI, highlighting machine learning as a core way to develop the best WFM functionality.

With this first AI functionality launched by Teleopti a type of machine learning called dynamic decision trees is used to intelligently determine shift categories and sets within Teleopti WFM’s rescheduling functionality.

Automating shift categorization reduces the manual work for resource planners and improves the accuracy of historical data meaning more exact shift overviews which drives 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 categorization decisions behind the scenes.

The WFM industry must go beyond talking about AI as a “future” game changer and instead see how it can be used in real-life instances and have an actual impact on WFM planning, said Magnus Geverts, chief business development officer at Teleopti. In keeping with its commitment to innovation, he added, Teleopti is testing and challenging how machine learning can speed up WFM processes and provide more value and efficiency to the contact center.

Visit www.teleopti.com for more information.

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