Verint launches AI bot for contact center agent scheduling
NEW YORK, UNITED STATES — Customer engagement company Verint introduced the Verint TimeFlex Bot, an AI-driven solution designed to transform agent scheduling by providing unprecedented flexibility and improving the overall employee experience (EX).
This innovative tool is set to reduce supervisors’ manual workload and offer agents a more adaptable work environment.
The TimeFlex Bot, powered by advanced artificial intelligence (AI) models, integrates with workforce management (WFM) forecasts to create a seamless scheduling process. This process not only supports a better work-life balance for agents but also streamlines managerial tasks, leading to substantial returns on investment for contact centers.
David Singer, Verint Global VP of Go-to-Market Strategy, emphasized the need for adaptability in today’s fast-paced world.
“Life has an inescapable way of throwing the unexpected at all of us,” he said. “Verint TimeFlex Bot gives agents groundbreaking tools to automate shift swaps, split shifts, and schedule changes. It uses AI and gamification to align the agent’s preferences and impromptu needs with the company’s scheduling and forecasting priorities.”
A key feature of the TimeFlex Bot is the use of ‘FlexCoins,’ a gamified currency that agents earn by making schedule changes beneficial to the company. These FlexCoins can then be spent to adjust schedules in favor of the agents’ personal needs, ensuring a balance between individual preferences and business requirements.
Early adopters of the TimeFlex Bot witnessed an average of 10 shift schedule changes per agent per month.
“Contact center leaders have struggled for years to balance the scheduling needs of their business operations with [the] work/life balance of their agents,” Singer continued.
The TimeFlex Bot is designed for quick deployment within existing systems. It promises rapid and measurable ROI, reduced operating costs, and enhanced experiences for both employees and customers.
Just recently, a Verint study revealed that AI and digital channels are driving automation strategies for contact centers.
In a survey of 300 contact center leaders, only 10% believe legacy telephony systems will impact customer experience in the next year. In contrast, 53% pointed to AI and 23% to digital channels as key drivers of automation.
