Case Study: ÖAMTC achieves better call center staffing with A1 Digital machine learning

Operational planning made easy at ÖAMTC

The Austrian Automobile, Motorcycle and Touring Club (ÖAMTC) faced a challenge in its call center, where a complex, Excel-based model was insufficient for dynamic personnel planning. This often led to long customer wait times during peak periods and inefficient staff usage during quieter times. The club commissioned A1 Digital to develop a machine learning solution to address this.

A1 Digital developed a machine learning model using its own self-parameterizing platform. The solution could accurately forecast call volume based on various input parameters, such as historical call data, weather, and holiday periods. Following a successful proof-of-concept, the resulting model provided ÖAMTC with a reliable and expandable tool for predicting personnel requirements to ensure even call center utilization.

ÖAMTC

Susanne Tischmann

Chief Technology Officer