Profet AI: Call Center Workforce Optimization

 THE BUSINESS CHALLENGE 
The primary business challenge is unstable service quality due to inaccurate demand prediction, which leads to either insufficient or excessive customer service staff. This impacts service quality and significantly increases labor costs.
 
 THE AI SOLUTION 
Profet AI Platform for comprehensive automation of data processing and model optimization for Call Center Staffing Prediction
 
 THE APPROACH 
The AI solution was implemented through a collaborative effort between domain experts and the Profet AI platform, achieving full automation from data processing to model optimization. The prediction goal was to determine the required number of personnel for different tasks, utilizing historical data such as call volume and duration, personnel allocation, date and time, customer background data, and customer activity periods. Upon completion, the model provided important factor analysis results and prediction simulation functionalities.
 
 THE RESULT 
Average Speed of Answer (ASA): decreased by 5%
透過準確預測來電高峰期，提前安排足夠的客服人員，確保高峰期的客戶服務品質。在需求低谷期，避免安排過多人力，減少整體營運成本。
透過準確的預測和調度，管理者可精確的安排不同人力組合，達到效用的最大化。