Future of Work News

Meet Grant - Your AI-optimized WFM Concierge

By

We talk about customer engagement quite frequently. A key cog in engaging customers is an eager, engaged workforce. While contact center solution vendors are feverishly working to optimize agent engagement with innovative workforce management tools, artificial intelligence is positioned to propel these efforts.

Today workforce management solution provider Teleopti unveiled its AI-optimized employee self service chatbot, Grant. Developed with Microsoft AI, the bot leverages Microsoft Azure Bot Service to more effectively communicate internally and ensure more efficiency within the contact center.

“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 Teleopti is constantly innovating around how to push the boundaries of WFM and employee-engagement functionality,” says Olle Düring, CEO at Teleopti. 

Specifically, Grant is the product of chatbot tech interwoven into WFM processes allowing for companies to empower employees and day to day operations. Grant will evaluate employee skill sets, schedules and serving as a firm’s “WFM concierge,” with chat notifications educating employees on when voluntary time off or overtime is available. From there, employees can communicate with Grant via chat, courtesy of natural language processing, and Grant will automatically submit any scheduling requests.

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 aswell as create empowering self-service for their teams.” 

AI is taking center stage in contact center transformation, enabling enhanced efficiency, agent engagement and customer experience.

Is AI in your contact center?




Edited by Maurice Nagle

Future of Work Contributor

Related Articles

How AI is Transforming Customer Relations

By: Laura Stotler    7/19/2019

AI is already changing customer service and relations and is poised to completely transform the CRM game over the next couple of years.

READ MORE

Success in AI Requires Alterations of Companies' Decision-Making Process

By: Tracey E. Schelmetic    7/16/2019

According to a study conducted by Harvard Business Review, only eight percent of firms engage in core practices that support widespread adoption of ar…

READ MORE

The Future of Work is a $3.5 Trillion Arbitrage Opportunity

By: Rich Tehrani    7/15/2019

The future of work is the idea that new tools are making workers more productive and efficient. We are collaborating more effectively. We are leveragi…

READ MORE

AI Building the Future of Work

By: Tracey E. Schelmetic    7/11/2019

If there's one hallmark of twenty-first century life, it's data. The amount of data that we posses increases exponentially each month, and the human b…

READ MORE

What AI Can and Cannot Do for CX: The Next Generation Balancing Act of Data and Humans

By: Special Guest    7/10/2019

Gartner's Hype Cycle traditionally shares the "peak of inflated expectations" and the "trough of disillusionment" that precede the "plateau of product…

READ MORE