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Founded in 2006, Afiniti is a world-leading applied artificial intelligence company that uses patented technology to pair customers and contact center agents based on how well they are likely to interact. Afiniti uses a cutting-edge AI solution to identify and predict patterns in human interactions, subsequently using these predictions to optimally pair customers with contact center agents. In most contact centers today, as a customer contacts a company, they are typically routed to the next available agent. Afiniti® Enterprise Behavioral Pairing™ opens up a whole new world of possibilities that lead to better customer interactions by going beyond this sequenced routing system. As agents become free, our AI deploys specialized machine learning techniques to identify agents` unique interaction histories. In parallel, the technology identifies customers` histories and likely intent, in order to predict which customer-agent pairing is most likely to result in a successful outcome. On the back end, Afiniti further leverages AI and machine learning techniques to identify overarching conversational patterns. Its algorithms continually learn and improve, analyzing millions of interactions every day. Afiniti works closely with clients, using these observations to optimize pairings for the particular KPIs that matter most to their business, such as sales, retention, or collections.
Shrink the Attack Surface™
CADopia is a San Diego, CA-based company in the Software and Internet sector.
DigitalML works with large enterprises to guide them along the road to digital market leadership, enabling IT modernization, digital innovation, all while supporting governance, regulation & compliance. Our ignite platform is unique to the market; offering an active holistic catalog of APIs, Services, and Events with extended lifecycle management. A partner, not just a vendor, for your digital maturity journey across mindset, process, and tooling.