VIPIN KALRA. TRANSFORMING CONTACT CENTER WFM THROUGH ARTIFICIAL INTELLIGENCE: IMPLEMENTATION AND IMPACT. INTERNATIONAL JOURNAL OF RESEARCH IN COMPUTER APPLICATIONS AND INFORMATION TECHNOLOGY (IJRCAIT), [S. l.], v. 7, n. 2, p. 2228–2238, 2024. Disponível em: https://ijrcait.com/index.php/home/article/view/IJRCAIT_07_02_161.. Acesso em: 14 oct. 2025.