Machine Learning Applied to the Contact Center

Predictive analysis: Predictive analytics is the branch of the advanced analytics which is used to make predictions about unknown future events. Predictive analytics uses many techniques from data mining, statistics, modeling, machine learning, and artificial intelligence to analyze current data to make predictions about future. I am pretty sure I know what you are thinking: the above sounds somewhat Orwellian. However, what those of us adhering to the principles of data analysis are really striving for is simple: information that will assist management in increasing employee satisfaction. Use Case: Based on reports from the nGAGEMENT contact center solution - or for that matter IBM/Watson for customer service - a contact center manager finds out when specific members of his team are performing at their best.