Afiniti Enterprise Behavioral Pairing™ uses artificial intelligence to identify subtle and valuable patterns of human interaction in order to pair individuals on the basis of behavior, leading to more successful interactions and measurable increases in enterprise profitability.
Today, Afiniti operates throughout the world, and has measurably driven billions of dollars in incremental value to its clients.
Without Afiniti, pairings between individuals and businesses are allocated on the basis of “First In, First Out”. In this process, when an agent or customer service individual becomes free, they would simply get allocated to the individual who is next in line in the respective queue.
This process delivers sub-optimal pairings and outcomes for both businesses and their customers, which ultimately can cost large enterprises hundreds of millions of dollars in value each year.
Afiniti’s unique AI solution allows global enterprises to pair callers and agents out of sequence on the basis of subtle behavioral characteristics. Pairing in this way transforms the quality of interactions.
Adopting Afiniti Enterprise Behavioral Pairing™ typically delivers a precisely measurable impact of hundreds of millions of dollars to enterprise, shareholders, and customers.
See our selected case studies here or click to learn more about how it works.