Why AI Alone Isn’t Enough: The Role of Real-Time Automation

Good morning, everyone. This is Vicky Harrell, executive director of SWPP, and welcome to our webinar today. We’re gonna talk about why AI alone isn’t enough and the role of real time automation in this. So we are excited to have Lizzie and Rachel with us this morning to give us some great information from Intradiem. We’re going to record this, and we will be sending out a link to the recording after the webinar is over. And, also, we want you to interact with the panelists as much as possible. So we want you to use the chat on the bottom right hand side of your screen. If you see the chat bubble there, if you will click on that. And, want to make sure that you know how to use it, and I’m sure you do. But let’s put a message in there to everyone. Make sure it says to everyone, and let’s tell everybody where you’re listening from and how many agents you have in your organization so we can see where everybody is. I am in Nashville in the middle of an ice storm. Not in the middle of in the in the aftermath, I guess, of an ice storm. And so we are digging out. So I have a generator humming on the other side of the wall, and I have people outside with chainsaws trying to get some trees down. So I’m hoping that you don’t hear any of that. But I hope everybody else has better weather than I do. So Jeremy’s in South Weber, Utah with three thousand agents. Danny from Louisville, Kentucky with less than five hundred. Kimberly, Forest City. Let’s put the number of agents if you have them in there, Kim and Kimberly and Tim. Six six thousand TMs from Lakeisha. Hi, Lakeisha. How are you doing? Alright. Oh, in Pennsylvania in the same aftermath. Alright. Ice in Virginia as well. Alright. Looks like everybody has figured out where that chat is, and I’m certain you are gonna be interacting with the panelists and getting information from them and sharing information with, with each other. So I’m gonna go ahead and turn it over to Lizzie and Rachel. Thanks for being here, guys. Thank you, Vicky. Really glad to be here. So I am Lizzie Strawsbaugh. I’m a senior solutions consultant here at Intradiem located in Denver, Colorado. We’ve been lucky to have some mild winter weather. So I’m really excited because I actually come from the customer side of Intradiem. So I’ve seen firsthand the impact that Intradiem workforce orchestration actually has on organizations. So I’m really excited to show how that actually complements AI solutions that are in the marketplace right now and really maximizing your return on investment as well as making that workforce management life a little easier. Rachel, why don’t you go ahead? Thanks, Lizzie. Good morning, everybody. It’s a pleasure to be here, and thank you to Vicky for, inviting us to the session today. My name is Rachel DeBello, and I have been with Intradiem for about nine years. I’ve had the good fortune of partnering with our prospects and onboarding them as customers as they evaluate the Intradiem solution for their contact center, exploring business cases, and what aligning to value and how the solution can get them to, you know, just a better place with managing the day to day and the chaotic nature of a contact center. I’m really excited to be here to be a part of this conversation. Lizzie and I have been speaking to a lot of our customers about this particular topic, about AI and automation, and where does Intradium fit in the whole ecosystem of of the AI noise that’s out there. So we’re here to to talk through that today and really looking forward to the engagement with the group. Perfect. My screen. Okay. Okay. Yep. Thank you, Lizzie. Alright. So let’s talk about your workforces. Your frontline workforces in the contact center really do represent the largest single investment that you have in the contact center. And every interaction that your front lines have with your customers really is a moment of truth. This could be a really wonderful interaction that, strengthens brand loyalty and also takes this one bad interaction for that to shatter into something else. So and when you think about that, in addition to that investment that you have in your front lines, every day, hours are lost to burnout, to lost time, and inefficiencies. So when we think about what our customers are telling us, when we think about that investment in your front lines, up to eighty five percent of that total cost in your contact center is coming from your labor force. But consider this. When you think about how those, those front lines are interacting, only forty five to sixty five percent of the time are those agents actually spent spending their time servicing customers. And then when you consider things like turnover on an annual basis and agent burnout, what that does to attrition and the cost to the business, and how that trickles down into the experience for your customers. And then you think about your workforce management side. Up to seventy five percent of the WFM folks that are on this call are spending their times doing manual reactive things. So even with the best lead plans, the day happens, and you their your WFM teams are now into firefighting mode. So what we’re talking about here is with Intradiem is taking that greatest investment that you have and turning it into your biggest competitive advantage by optimizing your workforces and processes through automation. I think we have a little bit of a lag there. Apologies, everybody. So how do you get the most out of your workforce investment? Right? What we’re talking about with Intradiem is, untapping hidden capacity that naturally exist in the contact center every single day. So between your workforces, being able to detect when there’s periods of idle time, tapping into that capacity, and turning it into the most productive way possible. So being able to turn idle time into something productive. Tapping into that and, let’s say, using that time for delivering training, coaching, one on one coaching sessions, or other off phone activities, redirecting them to orchestrate your environment to react to the best possible action and tasks. We’re taking real time action. So looking at live data, pulse by pulse, second by second, and determining what’s happening in your contact center and making the most of that capacity when we find it. And then when we think about the automation that we’re actually doing, at Intradiem, we’re very strong believers in that we are automating things with a human touch. We’re not talking about automating things away from the contact center, with humans. We’re talking about enhancing the experience through automation. Alright. Thanks for hanging in there and working through this delay that we’re experiencing here. It must be that ice storm, Vicky, that’s that’s impacting the lag there. So thanks for hanging in there, folks. Okay. So how does Intradiem react to this? Through our intelligent automation, our real time automation, we’re able to monitor agent availability, system status, and other workflows to reveal hidden capacity that can then be redirected to the most productive use possible. We’re triggering actions and doing the right things at the right time without impacting service levels. Things like identifying, compliance training, time to do one on one coaching with their supervisors, detecting schedule adherence opportunities, when a agent is stuck on a long call, Lizzie’s gonna talk about that in a moment, and adjusting their lunches and breaks when those when those events happen. And we’re detecting those things in the moment and doing the right things with the automation. Through the through the solution use cases, we’re also able to detect when there’s things like burnout that’s happening and automating things that help empower that experience with the agent to remediate those things. And all these things, these actions that we’re taking, ultimately, we’re gonna protect the customer experience by giving the agents the empowerment to really be great at their jobs. Now when you think about workforces, we’re talking about contact centers, but, really, all of your workforces are dynamic in the sense of how they work and the different types of agent workforces that are out there. So think about things like customer care center or collections, billing. We work with a lot of health care companies that have nurses and PBMs that are attached to it. There’s a lot of different types of workforces that that can be, take advantage of the Entrydium solution. So as we’re going through this, think about your center and how this might apply in your environment. With that being said, I’m gonna turn it over to Lizzie to get into the poll question. Yeah. So, just responding in the chat, do you currently have or plan to have an AI agent assistant solution in your deployed in your contact center? Be it prior to this year or it’s a goal within twenty twenty six, just responding, in the chat if anybody has an AI agent assist solution on their road map. Oh, I see a lot of people using Intradiem already. Awesome. Yep. Perfect. See a lot of people having agent assistance or or planning. Yep. Using AI to help speed up email case resolution. Yeah. It’s it’s that’s definitely what we’re hearing. So it’s becoming more and more relevant in the contact center space. So as virtual agents handle simpler customer inquiries, the human agents are freed up to tackle more complex, high value customer interactions that require empathy and critical thinking. But here’s the challenge. Those complex interactions put more pressure on the agents to deliver that exceptional experience. That’s where the agent assistance come in for for that AI agent assistant on the the right side of the the slide. They those tools help agents respond to customer needs with the right knowledge, empathy, and efficiency within the interaction. So between virtual agents and agent assistance, you’ve got that interaction side covered. But there’s still a gap. There’s an entire layer of agent engagement, efficiency, and customer experience that goes untapped, and that’s exactly where Intradiem makes the difference. No other solution in the, marketplace today integrates with the ACD and WFM system to do what we do. And setting up AI agent assistance and chatbots isn’t simple. It requires technical infrastructure, data connections, significant time, resources. You need to let the models learn, then audit and correct inaccuracies that inevitably pop up during that learning process. But Intradiem isn’t AI. It takes a different approach. We deploy rapidly. So what you see with a AI agent assistance taking nine months or more to deploy to get past that pilot stage and actually full launch, Intradiem can take ninety days. Very quickly can we we actually deliver and deploy to the full contact center. We plug directly into the ACD and WFM systems to orchestrate meaningful actions that transform how your operation teamwork in real time. We pull second by second agent and queue data such as calls in queue, the agent aux state, but we also pull schedule data. And we not only pull that data, we can actually take action with it. We can change the agent state. We can update schedules. And while AI implementations require clean data sets and lots of review and auditing, Entradyen instead monitors the ACD and WFM data in real time and orchestrates actions based off of the business goals, the defined business goals within the rules. That’s why we like to recommend implementing Intradiem early. It helps to shape the practices that you wish to reinforce so that teams can be spend more time and attention to delivering AI solutions effectively. We also deliver that in year ROI that can help fund AI type of deployments. The Intradiem solutions that we provide, I won’t spend a lot of time on the slide where I hope that you can see it. I don’t see the delay, but when when you see the Intradiem solutions slide, we won’t spend a lot of time here. But as Rachel highlighted, Intradiem is focused on dynamic workforce orchestration, and that’s any workforce, not only finding efficiency in your front office, but your back office environments as well. We’re gonna dive into some of these solutions today to really showcase the power of Intraday automation and really how it complements that AI interaction, versus competing with AI. So in the chat, how often does your day go according to plan? You’ve created the plan. You’ve created schedules, and then the day comes. How often does your day go according to plan for the workforce management folks? Rarely if ever. Yeah. Never. Very rare. Your workforce management teams are analyzing historical data to plan for upcoming performance. We’re creating schedules that meet forecasts as much as possible. But when the day arrives, the actual performance can quickly deviate from the plan for many reasons. Plan? What plan? As you think of volume shrinkage and average handle time variances intraday, your teams are spending a lot of time manually reacting to these changes in the contact center by rebalancing the workforce activities throughout the day. Intradiem changes the way that you manage intraday balancing. We can act real time based on the actual cue performance. We now introduce a paradigm shift in the way that we think about intraday planning. One of my favorite solutions as a former WFM analyst is off phone engagement. In my previous WFM roles, we had teams of analysts that would preplan and coordinate off phone activities, things like meetings, one on ones, follow-up time, communication review. But ultimately, it resulted in the need to reschedule when volume shifted, agents were absent, other factors would cause preplanned activities to be missed. But once we implemented EntroVium, we had the solution that found the best time for these activities to occur in real time given specific conditions within the queue. So those conditions, now we’re talking about the roles engine, how Intradiem actually works. Pulling in that that queue to queue, information, that, second by second information, you can set things up like what is the service level? How many calls do I have in queue? How many agents are sitting available? And the AI assistants and agentic quality analysts find what the agent should focus on. So thinking about the AI, assistance in the chats or the contact, the interaction pulling, did the agent use enough empathy? Did they address the concern correctly? And then they can compile typically from what we’ve seen in AI agent assistance and QA. They can find what the agent should focus on, what they need to develop, what they need more knowledge retention on. But Intradiem can find when those agents get that development, even in high occupancy environments. So with Intradiem’s integration to the ACD and WFM solutions, you can set those specific conditions where an activity would be inappropriate, calls in queue, longest call waiting. And if those conditions allow, the desktop prompt will be delivered as you can see on the screen and, and deliver the activity based on the priority. So you get to determine what priority these activities should occur. And once the agent accepts the the session, we automatically update the schedule. You no longer have to have teams of of WFM analysts manually entering those segments into the schedule. The verbiage in the session prompt can be completely customizable. And you’ll notice in this example, we don’t actually put the duration of the training. So if you think about pre planning, things like training, communication, follow-up time, you’re putting a specific time frame. But the agents don’t always need that much time. Maybe they need more, maybe they need less. And so what you can find often is that I take a training. It only took me ten minutes, but I see that the segment on my schedule is for thirty. Now I’ve got a twenty minute break. So what EntrudeM does, we’re recommending you don’t put the duration. We deliver a training. We’re not saying how much time it should take because they should take the time that that they need. And then we update the segment, the schedule, the segment on the schedule to reflect how much time was actually taken. You’ll notice a natural compression in the amount of time that it takes for follow-up time activities. If they don’t need that follow-up time, should they even take it? And then training. So an example that we like to present, and I’m hoping that the delay doesn’t affect this demonstration of what the agent experiences. There’s a lot of animation on this slide. But let’s say that we’ve got a training that needs to be done, a compliance training, And, the agent is in after call work. As soon as they go into a ready state, we identify the solution or the conditions in the queue and say, alright. You can actually take a training right now. There’s a lot of idle time. The workforce management team can embed the link to the training and then direct them directly to the the actual training itself. We update the schedule with the segment to make sure that they are in adherence with a temporary segment. So the agent doesn’t see that in advance. It’s updating it in real time when they actually accept the session. And as we kind of talked about that natural compression, once they end that activity, I’ve completed my training, but it only took me ten minutes. Intradiem then goes back and reconciles that time to what was actually taken. Now implementing new AI technologies will ultimately change the way that the contact centers perform. As mentioned earlier, the simple and routine contact types are handled by those trained bots, while the interactions that matter will need the human element. This means more knowledge retention on how to solve complex problems, emotional intelligence that make the moment matter to the customer, and time for the agent to recover. Some of those contacts can be very difficult. So think about the the way that you can use these off phone activities to recognize those moments. I use training as an example for off phone engagement, but our customers use the solutions for so much more. Think about delivering a five minute wellness break, a recognition for anniversary or performance, and time to develop skills or read through communications. In a previous role, we used Intradiem to deliver follow-up time and rather than prescheduling based on what we thought was the best time for the agent. The agents were then empowered to use that time when it worked for them to make that follow-up connection. Using idle time that naturally occurs throughout the day means you no longer need to schedule then reschedule. The agents feel more supported by getting the training they need, and then they can provide that that excellent customer service on those complex calls. You also no longer need to increase your requirements throughout the day and guess when the right time should be. It’s naturally tapping into that idle time and making the most of it. So responding in the chat, another question for you. How many people have to chase down their agents when they aren’t following their schedule? Someone’s in personal ox for ten minutes, but they should be available. What happened? Where are they? Does anybody have to do that now reaching out through chats? Yep. Shannon. Reaching out through chats. Where is where is Rachel? You know, she’s not available. She’s alarming in the RTA screen daily, but intradm helps with the alerts. Awesome. Yes. Love to hear it. To RTA teams, this isn’t new, you know, chasing down where people are. It’s a very manual task. And I know when I was in RTA, we had the monitor with the flashing lights identifying who was out of adherence, who was on a call during their break. And by the time we identify and then reach out to the supervisors in a chat, and then that supervisor reaches out to the agent, it’s too late. A lot of wasted time and valuable resources in changing those agents and chasing those agents. Now this is outside of that interaction. These are those moments between the interaction where we’re capturing the the moments of adherence misses. That’s something outside of that AI agent assistant. Remember, the AI agent assistant is within the interaction, and we’re taking action outside of it, but also as it relates to interactions. One adherence can actually seem like a sore spot to an agent. Most organizations set that scheduled adherence goal. And even though AI agent assist can help with the conversation, every long call that cuts into a break adds up to scorecard anxiety. Agents are then thinking, wow, I ran over fifteen minutes of my break. I’m concerned. Now what do I need to do to get to that adherence goal? Maybe I put myself in ACW a few minutes before my break the next time. So what Intradiem does is it addresses those uncontrollable adherence misses, so that organization goals can actually focus on true scheduled adherence. So as you think about an agent stuck on a long call, their breaks coming up, they see it, they’re still on the call with the customer. Maybe they don’t see it, and they’re they’re just too engrossed in the conversation. They’re researching their heads down. Intradiem can pull that agent state, see that they’re on the call, and then also the schedule. You’ve got a break coming up. How can we help? They’re doing the right thing by helping the customer, so we shouldn’t be penalizing them for actually assisting. So, again, another kind of example here. Hopefully, you can see my slide for the demonstration, but Intradiem recognizes on the schedule when when the break is coming up and that they’re on a call with a customer. So we send them a little message. Hey. Your break’s coming up. Go to break once you finish the contact, and rest assured, we’ll update your schedule. Don’t worry. You’re taking care of the customer. You’re doing the right thing. Once they go into break, Entriteum can automatically write back to the schedule and adjust that break statement to when it was actually happening. And from an employee satisfaction side, it’s excellent. But think about it from workforce management. Now your staffing line is up to date with what’s actually happening. You can see the performance. What happened during this interval? Where was Rachel during this time? You can identify those moments. We not only, make adjustments for those uncontrollable adherence misses, but we can also nudge people back into productivity when they’re intentionally out of adherence. So putting that that control into the agent’s hand on how they can reach that metric. So if they, put themselves in a project state, for example, but they don’t have a project segment on their schedule, they should be taking calls. Entriteum can nudge them with whatever process the business defines. We can put, hey, It looks like you’re in project time. Make sure that you go back into available. Or, you know, reach out to your supervisor so that your schedule can reflect that you are in in fact in a project. We can also ask questions, though. Do you need assistance? It looks like you’re in personal aux for an extended period of time. Do you need help? Think about system outage management. If they put themselves in that system outage aux, hey, what’s going on? Do you need assistance? And we can direct them to the right audience, directing them to things like the the technology team to report an issue. We can also pull things like the cumulative agent states. You’ll notice that there’s aux, but also, call handling states, things like talk time, hold time, ACW. When you think about agent assistance, a lot of the capabilities that we’re seeing in the market today are automatic call summarization. That’s pretty significant when it comes to things like after call work, but it might not be automatically adjusting the agent’s state back to productivity. So they could be hiding out in ACW. They could be hiding out in a personal box if it automatically does put them into that available state, and then they change it to default, for example. We can actually see how how many times were they in an unapproved aux, how many times were they hiding it out in ACW and received an alert. And then we can direct that that information to the supervisors. Hey. You might wanna have a conversation. This person was in personal ox, you know, and got ten messages this week, for example. So I’m gonna pause right here before I move on. Rachel, any questions that have popped up in the chat about off phone engagement or aux and adherence management? Yeah. I’m just looking. I don’t see anything in the chat just yet, Lizzie. Awesome. Yep. Thank you. Well, now we get to a really cool and new feature within Intradiem, the burnout detection. AI bots handling the recurring easy contact types are pushing more complexity to be handled by the agents. This means more variable customer sentiment. This means longer calls, more training, and knowledge retention as I mentioned before. While your policies and processes continue to change, we reached out to our customers and asked what’s most meaning to you meaningful to you right now, and the result was overwhelming. Attrition, burnout, employee wellness. So we set up a machine learning team to deep dive into how we could help relieve this problem. Your agents are feeling the pressure to make those interactions count. Your managers are trying to help. But with limited insight into agent wellness, by the time the manager is aware of the issue, it’s too late. That employee has already started looking for an out. And we’ve found that agent agents approaching that critical burnout have a higher probability to a trip within two weeks. Now we discovered with that machine learning team that we had all of this data that would typically take an army of analysts to come through and categorize. We tested the data using agents that have already left a company and compared it to the ACD statistics that led up to that point. We train the machine learning model to consume the data and run predictions and categorize the burnout risk categories. This resulted in eighty percent accuracy in detecting burnout two weeks in advance. We tested additional things like NPS, CSAT, and QA, but it didn’t actually change the prediction accuracy. So we focused on ACD data. We looked at, a variety of dimensions, things like handle time, occupancy, after call work. If you think about those high occupancy environments where you’re back to back calls, that really leads to that agent burnout. You start to see the handle time get longer, maybe after call work in those aux states getting longer and longer. We pull, data on an ongoing basis, three days, seven days, fourteen day periods, which brings in more data, and the machine learning gets its power to identify those patterns and trends. The risk categories that we have listed low, moderate, high, and critical, those are updated on a daily basis so that your managers have constant insight into what the trends are for their employees. From a user experience, in in a pilot that we ran, supervisors spent an average of thirty minutes per week on the dashboards that we provide for burnout, and then the rest of the time coaching, taking action, and making that human connection. So with the dashboards, we are able to see what the trends are by, agent, categorize them, and then supervisors can spend their time on what where it’s used best, prioritizing, hey, Rachel’s approaching a higher burnout than maybe Lizzie is. We need to spend time with her pretty immediately, and maybe she gets that one on one more urgently. What we’re hearing is having that connection can transform the employee experience. Most customers that we work with have massive employee wellness programs with resources to help with this problem. And we’re here to show the need where it’s needed most, provide resources to help change that experience, and your manager can actually focus on the solution, the human side of things. The main dashboard shows which agents are at the highest risk of burnout based on their current days burnout risk category. And that’s all assigned by the machine learning model collecting that data over a three day, seven day, or fourteen day period. It also displays the organizational risk, across the business unit and managers and highlights the factors contributing to that elevated burnout levels in specific groups. There are also supporting dashboards that give insights into the evolution of the the, organization’s burnout risk categories. There’s also filters. So if you suddenly see a spike in that burnout risk category, what happened? What led to that? And you can identify based off of that day, maybe a system went down and calls were just flooding the contact center and everybody had that high occupancy, that long handle time. The issues just compiled day over day and had that, you know, the repeat calls that came the next day. You can identify those and start to address and recognize the employees for their patients, their dedication. There’s also additional dashboards that give insight into the individual agent performance with a focus on AHT and occupancy. So managers can actually see when that risk is creeping up and identify it before it gets too critical. Intradiem offers a remedial action toolkit. These are recommended actions to remedy that risk. We, this is basically to address the burnout before it’s too late. And you’ll notice a few of the solutions I covered today are listed in that toolkit. And setting up intradigm in advance will allow for these actions to be configured as the business sees fit to remedy burnout in their organization. When we connect with the ACD, we can pull in all of that data automatically. You no longer need to pull that data specifically, feed it into the model, and then tweak as it as it needs. We’re already connecting into that data. So it’s it’s a little bit different approach in AI than what your typical agent assistant would require in that setup. But also launching Intradiem, you’ve got things like coaching, dynamic delivery through off phone engagement. You’ve got, ways to deliver that recognition and wellness breaks. So setting that up in advance allows the agent to become comfortable with what’s possible, the business to start seeing the value in these these, interactions with the employees that are delivered through the solution. With that pilot, the, we actually launched this with a health insurance provider for a specific line of business within their organization, and they realized a seven percent basis point reduction in attrition. It not only improved the employee satisfaction, but ultimately impacts the customer satisfaction. Because when you focus on the well-being of the employee, it will naturally lead to better interactions. While AI assistant, assistants and chatbots are able to quickly gather information and respond within the conversation, customers still want that human connection. They don’t wanna be talking to a computer for every interaction. Intradiem is designed to automate the actions that enable managers and agents and workforce professionals to focus on what matters most. When you combine the, orchestration that Intradiem provides with the AI assistance and insights, you’re empowered to transform your contact center into a strategic advantage where technology handles the routine and your people deliver, the remarkable experiences that build loyalty. So with all of that, that was a lot that I’ve covered today. If you’re a current Intradiem customer and you’re interested in this burnout indicator, as a solution for your business, reach out. It’s very easy to implement this solution since we already have an existing integration with your ACD platform. If you’re not an intraday in customer, but these solutions really resonate with some of the pain points that you’re experiencing, reach out so that we can have a conversation and look at the additional solutions that I didn’t cover today. So I’m gonna go ahead and open it up to the floor now. Rachel, I know that you’ve been looking at the chat. Any questions that stand out? And in fact, if you’ve thought of any in the chat, please ask them. I’m so happy to answer any questions about anything that was covered today and then some. I did get a direct message chat, Lizzie. One of the questions was, our environment based on seasonality is really high occupancy. How successful is InterDM in using engagement or off phone activities use case in that environment? Great question. So we actually still in those high occupancy environments, people customers who have that ninety eight percent occupancy, we’re still able to capture the idle time that naturally occurs in the in the valleys of volume. So you’ve got those peaks and values that naturally occur. But when you’re focusing on your agent well-being in those types of high occupancy environment, maybe you tweak the the rules to allow for something a few more calls in queue to deliver the session. The training needs to occur regardless, especially in those high seasonality environments where the knowledge retention is key. So setting up Intradiem and making sure that they fit the business needs and the employee needs for development, working with our success managers can really help define where that sweet spot is. But naturally, we are able to still capture idle time even in those high occupancy environments. Great question. You looks like we have another one, Lizzie. We already account for late breaks lunches and lunches in our adherence goal. Why would we automate those changes if it’s already considered in the KPI? Great question. So as far as your KPIs looking at adherence, when you’re combining the uncontrollable adherence misses with the controllable, you know, the agent is automatically or intentionally changing their state, you’re really not capturing the the true goal of adherence. So automating the the things like the breaks and lunches, the reason why most companies include that in their adherence goal is because it would take a small army to update those segments in the schedules during those moments because it happens so often. The agent’s schedule is never going to be one hundred percent perfect, so we can actually make sure we’re remedying those instances where it’s uncontrollable. They’re truly assisting the customer, and now you’re able to focus on true adherence impacts. Perfect. We have another one. At scale, how many team members does your largest client support on Intradiem today? I can actually answer that one. Please. I’m sure you can answer too as as a former customer. So, our largest customer has over fifty thousand agents using Intradiem. So highly scalable solution, but our comp our customers range from anywhere from a couple hundred agents to tens of thousands as I referenced for our largest customer. Multiline of business, multi, you know, location, all different types of enter all different types of industries, whether it’s health care, finance, utilities, crosses all types of of organizations, but our largest customer is approximately over fifty thousand users. Great question. And then here we go. Another question. We have a heavily blended environment with both front office and back office work. It’s done by the same people. How does InterDM work in that environment? Awesome question. So environments in contact centers are becoming more blended where we’re trying to combine that front office work and back office work with the same agent population. A lot of people are exploring that omnichannel types of resource fungibility so that when the inbound contact center is realizing availability, they can work on back office work. But what we’re also seeing is back office work is a lot more difficult to plan, to predict, to forecast, and then schedule for. So Intradiem automating a lot of the tasks at the front office, and then we also have user productivity management user productivity tracking for your back office groups. Your workforce management teams, are able to focus on that strategic side, that planning, the forecasting, the more analytical side of your workforce management day. So think about all of the things that you could do, the projects that you work you could work on if you were able to take out all of those manual updates in the schedule, the constant rescheduling, the preplanning, and then ultimately needing to change it last minute. So I know we’ve got a lot of workforce management people on the on the call today. So if you had that availability, if you were able to automate a lot of those manual tasks, how would you use that time? How would you develop your skill set? What would you like to do in workforce management that you can’t do today because you don’t have the time or resources? Think people are thinking, Lizzie. Yeah. People thinking more data analysis. Absolutely. Yeah. Maybe even more, coordination with operations teams. I know that operations teams really want to have that partnership with workforce management. And in some cases, it can seem like butting heads, but really developing that relationship and and being strategic together can help foster relationship growth in the workforce management space and really bring a lot of healthy practices to your contact center. Alright. With that, Rachel, I’ll go ahead and hand it off to you. Close this up. Alright. Thank you very much, Lizzie. Great job. Really always enjoy listening to what you have to say and your insights, around, how Intradium can be operationalized, especially with your your firsthand experience using that as a customer. So, as we close out the webinar today, folks, if you’re interested in learning more about Intradiem or wanna continue the conversation, we certainly welcome that. We’d love to talk to you. SWPP is a great organization. We’re heavily involved in that. But we’ve included our contact information here, and you can all also always go to our website and fill out a contact us, whatever is easier for you. With that, I will turn it back to Vicky. Hope to see you all soon. Back, Vicky. Do have one more question. Oh, let’s see. Okay. Here we go. Alright. Yep. How are schedule changes, intraday adjustments, breaks, lunches, time offs, and adherence edits captured and synchronized with payroll to ensure accurate pay and reporting? That’s a great question, and, it really involves a lot more questions to lead to how you’re actually integrating with your payroll systems today. So within Tridium, we’re connecting directly to your workforce management, your scheduling software, and making those updates in real time. It can take seconds just to update that schedule. So if you have an integration with your payroll system that pulls directly from your schedule, then that would be a seamless experience. That connection is is untouched, and we’re going directly to the source of the schedule. If you’re asking if it directly connects to the payroll system from Entrudium, we are not doing that today, but it’s definitely an exploration that we have, you know, in the future because more and more companies are asking about that direct connection and integration. Alright. Well, thank you ladies for great information and a great webinar today. I will be sending out the recording or will be sending out the recording. Whoever gets to it first, I guess, will be sending it out. So if you have other folks in your organization who weren’t able to attend today and you want them to see this information, feel free to send it to them as well. So for now, I guess we will shut down this webinar, but thank you guys for being with us today, and we look forward to our next webinar together. We hope all of you are gonna come to the SWPP Annual Conference, April twenty seventh through twenty ninth. The Intradiem folks will be the people in green. There’ll be a big bunch of them all around the Intradiem booth. You won’t be able to miss them. So come to the to the conference, and you can actually meet them in person and see a demo if you need to. But, we look forward to seeing as many of you as possible in April. Also wanna let everybody know about a virtual conference that’s happening in March, that we do in conjunction with CRM Exchange. It’s a winning workforce strategies win I guess that’s winning workforce strategies, that we are having a virtual conference in March, and, that will be March twenty fourth through twenty seventh. So we would love to see you there. You’ll get information from SWPP about that as well. So thanks everybody for being here today. We’ll go ahead and close the webinar, and have a great rest of your day.