| Name | Title | Contact Details |
|---|---|---|
Shriya Ravikumar |
Chief Operating Officer | Profile |
OT provides a focused set of services and products to help its customers manage and optimize network performance, roll out new services faster and cost-effectively, and improve overall customer experience. Focused on quality and a rigorous approach to ...
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.
Infocenter maximizes the value of ServiceNow across business areas to achieve operational excellence at scale. Get in touch today to get started.
Zencity is a community engagement platform for local governments that provides tools to turn urban data into actionable insights.