CommunityWFM, a leading provider of contact center workforce management software, has unveiled its new AI-powered automated forecasting solution, designed to make staffing predictions faster, smarter, and more efficient. This innovation combines artificial intelligence (AI) and machine learning (ML) to automatically retrain forecasting models, make accurate predictions, and generate staffing requirements without manual intervention.
Now, the company is taking forecasting to the next level. The new AI-driven solution optimizes the process even further reducing manual work while saving both time and resources. Known as AI automated forecasting, the tool analyzes historical data under a sophisticated analytics framework to create recurring, optimized forecasts with minimal human input.
The first rollout focuses on call volume and average handle time forecasting. The process requires just a single initial setup from the end user. After configuration, the AI models automatically retrain themselves, make ongoing predictions, and instantly generate staffing requirements. Once complete, the results are published without any additional action needed from the user.
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For example, a contact center manager could configure the system to create a recurring forecast every other Friday based on specific parameters. After the initial setup, the forecasts would be automatically generated freeing up the manager’s time for higher-value tasks. The date ranges are highly flexible, ensuring adaptability to the shifting demands of contact center operations.
Daryl Gonos, CEO of CommunityWFM, shared his excitement about the launch:
With this release, CommunityWFM reinforces its commitment to innovation, empowering contact centers to achieve greater efficiency, accuracy, and agility in workforce planning while ensuring they stay ahead in a rapidly evolving industry.
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