OMD is a software tool that helps service providers from various domains to use their resources effectively, to provide agile solutions, to conserve their knowledge base, to allocate each call unmistakably to the right expert / provider, and with the best solution of the particular problem at hand. This will shorten the time and reduce the cost of operations avoiding repetitions. Improving the overall efficiency of operations on the supply side, our project also increases customer happiness. For businesses that utilize remote support now in ever-increasing rates, experts with various backgrounds give support service, and so the use of an assignment system is a must. Our consortium is made up of smaller consortia in Austria, Germany, Hungary, Portugal, Spain, Slovenia and Turkey with business domains ranging from IT service desk or programming to Health, from Marketing & Sales to Justice (assigning the right lawyer to a case) and even manufacturing. The OMD framework produced in this project will be a core framework for cross-domain cognitive service demand management, which can be customized for many different sectors by plugging in and out necessary modules and services. It also increases the automation level significantly to go beyond the state-of-the-art by developing and making use of a large number of AI models including NLP, Deep Learning/Machine Learning and an overall optimization module, contributes to many sectors effectively using AI models improving service as a CSM approach. With the remote working model now more intensely in our lives, companies providing remote support will dramatically increase in number and so our product will be high in demand.
Optimal Management of Demand