Automated scheduling assistant for a workforce management system

Inventors: Nicholas Duane Martin (McKinney, TX); Brent Allen Haferkamp (Garland, TX); Oren Gerstner (Plano, TX); Chetan Prajapati (Richardson, TX); Juan Claudio Serviere Morales (Allen, TX)

Assignee: NICE LTD.

G06Q10/063116 G06Q10/1093

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Quick Facts

Patent No.: US 11,657,344
App. No.: 17/716,798
Granted: May 23, 2023
Kind: B2

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Abstract

A system and methods are provided for a workforce management (WFM) system adapted to perform automated scheduling operations based on scheduling rule(s) and/or parameter(s). The system includes a processor and a computer readable medium operably coupled thereto, to perform the scheduling operations which include automatically generating a survey comprising queries based on the scheduling rule(s) and parameter(s) having at least a first and second dimension, distributing the survey to user(s) via one or more interfaces of the WFM system, detecting each response to the survey via the WFM system, analyzing, using a deep learning model, each survey response, generating one or more recommendations for the user(s) based on analyzing each response using the deep learning model, detecting one or more feedbacks to the survey via the WFM system, and adjusting, using the deep learning model and the feedback(s) to the recommendation(s), one or more of the parameters for the survey.

Claims (85)

1. A workforce management system adapted to perform automated scheduling operations based on one or more scheduling rules and parameters, the workforce management system comprising:

a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform the automated scheduling operations which comprise:

automatically generating a survey comprising queries having at least a first dimension and a second dimension based on the one or more scheduling rules and the parameters;

distributing the survey to one or more users via one or more interfaces of the workforce management system, wherein the distributing comprises:

providing, on a web portal of the workforce management system using web nodes connected to service nodes for computing services of the workforce management system, an availability of the survey via the one or more interfaces, wherein the web nodes comprise a web application and an application programming interface (API) service;

monitoring, via the web nodes, user inputs associated with the queries over a time period;

detecting, via the web nodes based on the monitoring, one or more responses to the survey during the time period, wherein the one or more responses comprise inputs by the one or more users to a gamified version of the survey accessible through the web portal;

analyzing, using a deep learning model of the workforce management system, the one or more responses to the survey;

generating, using executable rule logic of a schedule rules generator based on outputs of the deep learning model from the analyzing, one or more recommendations for the one or more users based on analyzing the one or more responses using the deep learning model, wherein the schedule rules generator comprises an automated computing component of the workforce management system that executes the executable rule logic for generating a schedule of the one or more users;

detecting, from the computing services via the service nodes, one or more feedbacks to the survey;

adjusting, using the deep learning model and based on the one or more feedbacks to the one or more recommendations, one or more of the parameters for the survey;

detecting, via the web nodes based on the monitoring, one or more additional responses to the survey having the adjusted one or more of the parameters; and

applying, using the web nodes, the one or more additional responses to the schedule of the one or more users with the workforce management system; and

after an expiration of the time period, reconfiguring, on the web portal, the survey based on the one or more recommendations, the adjusted one or more of the parameters, and the schedule, wherein the reconfigured survey is further available via the web nodes.

2. The workforce management system of claim 1 , wherein the parameters comprise options selection to the one or more users that are associated with at least one of a day off from work, a number of consecutive working days, a work start-time, a work end-time, or an amount of hours for a workday.

3. The workforce management system of claim 1 , wherein the automated scheduling operations further comprise:

determining a reward to allocate to the one or more users based on the one or more responses; and

providing the reward to the one or more users via the workforce management system.

4. The workforce management system of claim 1 , wherein the automated scheduling operations further comprise:

removing the survey from the workforce management system after one of the time period or a survey expiration length has expired.

5. The workforce management system of claim 1 , wherein the first dimension comprises a first query requiring one of two choices, and wherein the second dimension comprises a second query associated with an agreement level with the one of the two choices to the first query.

6. The workforce management system of claim 5 , wherein the agreement level comprises multiple choice options using one of a rating scale or a Likert scale.

7. The workforce management system of claim 1 , wherein the automated scheduling operations further comprise:

receiving an acceptance of the one or more recommendations,

wherein the applying the one or more additional responses to the schedule is further based on the acceptance.

8. A workforce management system adapted to perform automated scheduling operations based on one or more scheduling rules and parameters, the workforce management system comprising:

automatically generating a survey comprising queries based on the one or more scheduling rules and parameters having at least a first dimension and a second dimension;

distributing the survey to one or more users via one or more interfaces of the workface management system;

detecting one or more responses to the survey via the workforce management system;

analyzing, using a deep learning model of the workforce management system, the one or more responses to the survey;

generating one or more recommendations for the one or more users based on analyzing the one or more responses using the deep learning model;

detecting one or more feedbacks to the survey via the workforce management system; and

adjusting, using the deep learning model and based on the one or more feedbacks to the one or more recommendations, one or more of the parameters for the survey, wherein adjusting the one or more of the parameters for the survey utilizes a closed loop training process based at least on the one or more recommendations or the one or more feedbacks.

9. A method for execution by an automated scheduling operation based on one or more scheduling rules and parameters of a workforce management system, which method comprises: