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Afiniti Taps AI to Optimize Customer-Agent Pairing


Afiniti is one of the companies leading the way in applying artificial intelligence (AI) and machine learning technology to the contact center. The company has developed AI-based technology that pairs contact center agents with customers to help measurably improve contact center business performance.
The idea of pairing the agents most likely to achieve a desired outcome with customers is not a new concept; tracking and monitoring agent performance is standard contact center procedure. What’s unique about Afiniti’s approach is how it improves the overall performance of the entire contact center, not just high performers. Plus, its effectiveness can be accurately measured. Afiniti is so confident of its technology that it is willing to install its solutions risk free and at no cost to the customer, taking payment based on actual performance improvements.

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