Artificial Intelligence

One of the challenges that workforce managers are facing today is the complexity of the traditional workforce management (WFM) systems. Besides the difficulties involved in the software, they are required to provide weights to generate forecasts with no WFM software support, and make changes in schedules generated by their WFM system that are clearly not optimal. The Artificial Intelligence technology powering the AWO Portal applies the steps an expert analyst with extensive background and experience would use in forecasting and scheduling your workforce. It offers the utmost in ease-of-use while generating forecasts with the highest levels of accuracy, as well as concurrently optimal schedules using its knowledge base. The AWO Portal also offers highly intuitive, streamlined software usability to help you start generating value immediately. It eliminates the taxing complexities of traditional WFM systems and allows you to focus on the performance of your contact centers, while enjoying the expert forecasting and optimization knowledge without expert training.

Forecaster

The AWO Forecaster offers an Expert System, Best Pick, with the rules an expert would apply to generate accurate forecasts using the advanced forecasting technologies provided.

Best Pick is the default option in the AWO Forecaster unless you wish to apply a specific forecasting method. Every time you run the AWO Forecaster to generate forecasts, here’s what it does:

• Evaluates each forecasting method offered by the AWO Forecaster and determines the best parameter values
• Generates forecasts using the forecasting model that has the best predictive ability

Once generated, forecasts can be examined and edited. These are the same steps and analysis a forecasting expert would apply to achieve the highest possible level of accuracy.

Skills-Based Concurrent Optimal Scheduler

The AWO Optimal Scheduler offers a series of built-in rules an expert would apply to meet challenging scheduling requirements while providing you’re the concurrently optimal schedules. It performs the following every time you run the AWO Optimal Scheduler:

• Analyzes the scheduling requirements including the minimum staffing levels required in each interval and site, even distribution of % agent shortages or excess time (when there are more agents than needed, and agents are marked “Must Work”), and frontloading for meeting requirements in certain time periods 100% even if there are agent shortages in other periods
• Develops appropriate mathematical models
• Applies the appropriate advanced mathematical optimization algorithms to these models to generate optimal schedules
• Satisfies any additional site- or work-pattern-based fairness requirements

Once generated, schedules are made available for examination. These are the same steps and analysis that a mathematical optimization expert would apply to achieve the optimal level of efficiency while meeting all client requirements.

It has numerous benefits to the contact center managers. Specifically, the AWO Portal’s artificial intelligence technology.

• Provides utmost ease of use by automating a number of critical planning steps with built-in expert skills
• Optimizes the same new generation technology as an expert would and delivers superior results without hiring one
• Delivers unsurpassed forecast accuracy, optimal schedule efficiency, and fairness
• Let’s users enjoy benefits without any expert training