Afiniti began its testing and implementation phase in summer 2018. By November 2018, Afiniti was live and deployed across 250 representatives focused on guest experience and reservations.
Within months, G6 was already seeing a 4% revenue increase from its call center performance, as made evident by running Afiniti’s algorithm on and off in short time cycles. Notably, existing contact center operations were not disrupted by deployment, and guests do not experience any delays in connecting with representatives, as the pairing is made in under 200 milliseconds.
“Artificial intelligence is something that is utilized… in a way that is seamless to our guests, seamless to our agents, and it just works in the background, and we’re able to run it in a way that we can do real-time system testing to see the direct benefits,” said Jessie Burgess, CIO of G6.
G6 did not bear any upfront investment costs and assumed no commercial risk, as it chose to compensate Afiniti solely on the gain it delivered in a pay-for-performance pricing model.