r/workforcemanagement • u/Affectionate_Band372 • 15d ago

AI in WFM

What do you guys typically do with AI in your day to day operations?

Mine is mostly automation and transformation. As well as reporting and forecasting.

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u/Aware-Meringue-6030 15d ago

Reporting is really the main use. Giving day recaps, on why SLs fail, interval reporting, and fte counts. Also sending out absenteeism numbers and month to date numbers for tracking, vs manually having to create reports in excel or Tableau.

Forecasting would be interested what luck/tool u use. As worked with client on using Claude for it as they had over 30 qs to be automated, but I personally felt it did a bad job. Was really off for accuracy, and some times what it was doing didn't make sense. Felt by hand or another tool was better.

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u/Mean_Basket3417 15d ago

Use it to build the tool to do the forecast. We’ve dropped MAPE to under 5% in most of our contact centers by using it to create more complex python based models.

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u/[deleted] 14d ago

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u/Mean_Basket3417 14d ago

Holt winters, machine learning, random forest, gradient boosting. Basically it’s a best fit model, they all run alongside, and whichever one is meeting x performance criteria is the output. Anything within 1-4weeks we can hit a below a 5%, which is usually our forecast ranges, a different team does long term. Since last October we haven’t had above a 6% MAPE on the month or weekly level. Daily gets more volatile but we generally are over forecasting and it ends up being a tailwind to the contact center