Afi niti ’ s Behavioural Pairing technology improves the quality of human interactions .
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Who We Are
22
Global Locations
$ 5 + BILLION
Revenue Generated for Clients
270 +
Patents Granted
250 +
Installs Completed
1400 +
Employees Worldwide
How It Works
At the heart of a customer interaction is two people talking to one another . Afi niti allows you to optimise the quality of each individual interaction .
With Afiniti , as agents become free , our AI deploys specialised machine learning techniques to identify each agent ’ s unique behavioural interaction history .
In parallel , we examine the behaviour and likely intent of your customers to predict which customer , agent , and offer pairing is most likely to result in a successful outcome .
These better pairs deliver materially improved customer lifetime value , sales and retention rates , and customer satisfaction .
Behavioural Pairing goes far further than other intelligent routing methods ; it never impacts your operation . We ensure agents are utilised equally even when the number of callers and agents is unequal , and all underlying metrics , including average speed of answer and abandonment rate , are unimpacted in an Afi niti environment .
Patented Approach
We are one of the few AI technologies truly capable of proving its impact through precise measurement .
For all clients our patented ‘ ON vs . OFF ’ approach cycles Afi niti ’ s algorithm in short periods of time to provide a clear statistical view of the benefi ts we deliver .
These brief , alternating cycles ensure any external changes in revenue strategies , agent population , consumer interests , marketing campaigns , and even weather are taken into account .
Learn more about Afiniti
Women in technology The history of Afiniti
Afiniti ’ s impact www . afi niti . com