AC Security is a fast-growing security services company that has expanded hospitality and event security into a trusted provider of end-to-end security solutions. The company offers trained security personnel, CCTV systems, access control, and security software for businesses and corporate events across multiple locations.
Problem: manual dispatch workflows limiting workforce scheduling software efficiency
Manual dispatch workflows limited the effectiveness of workforce scheduling software at AC Security. Before adopting an AI-powered approach, the team handled staffing requests manually by reviewing emails, extracting requirements, checking staff availability, and assigning guards through internal systems. This process led to inconsistent response times, especially during peak demand. It also increased the risk of scheduling errors such as double bookings and missed requirements.
Teams spent considerable time coordinating across systems to validate availability, skills, and location fit. As a result, clients often faced delays in receiving confirmations, which affected overall service experience. As operations expanded, the lack of advanced workforce scheduling software further reduced efficiency and slowed response times.
Solution: AI-powered workforce scheduling software with intelligent dispatch
GoML built an MVP workforce scheduling software using its Agentic AI boilerplate. The system automates dispatch by understanding requests, applying business rules, and assigning staff using real-time data. It integrates with AC Security’s workforce system to enable instant scheduling decisions and communication with clients and staff.
Conversational interface
Clients use chat and email to submit requests. The workforce scheduling software understands inputs like location, timing, number of guards, and special requirements. It responds with confirmations and next steps, such as approving or updating schedules.
LLM-powered request processing
The system uses Amazon Bedrock with Claude models to process requests. It extracts key details, applies business rules, and generates consistent, professional responses.
Real-time integration
The workforce scheduling software connects to existing systems through APIs. It checks real-time staff availability, creates shifts, and updates schedules instantly.
Intelligent scheduling engine
The system assigns staff based on proximity, skills, availability, and past performance. It also suggests alternatives when conflicts occur.
Multi-channel communication enabled
The platform supports email and chat. Clients receive updates, and staff get shift notifications automatically.
Data logging and analytics foundation
All requests and assignments are logged. The system tracks response times, utilization, and outcomes to support future improvements.
Backend and infrastructure
The backend stores client, staff, and assignment data. It allows easy access to schedules and runs on AWS for scalability and security.
Impact
- 80%+ of standard dispatch requests handled automatically through workforce scheduling software
- 50% reduction in average response time for client requests
- 40% improvement in staff utilization through optimized workforce scheduling software
About
Before Gen AI and after Gen AI
“With AC Security’s workforce scheduling software, we automated complex scheduling workflows and enabled faster, more reliable service delivery across locations.”
Prashanna Rao, Head of Engineering, GoML
Key takeaways for security service providers
Common challenges
- Manual dispatch does not scale with demand
- Delayed responses reduce client satisfaction
- Inefficient scheduling impacts staff utilization
Practical guidance
- Adopt workforce scheduling software with AI capabilities
- Integrate real-time workforce data for accurate scheduling
- Design scheduling logic around multiple operational factors
- Track and log dispatch data for continuous improvement
Ready to modernize your operations with workforce scheduling software
Partner with GoML to build AI-powered workforce scheduling software with Agentic AI and AI Matic.
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