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
