Afiniti is a company that is revolutionizing the call center industry with its innovative use of artificial intelligence (AI) technology. The company’s software uses advanced algorithms to pair customers with the most suitable agents, resulting in improved efficiency and customer satisfaction.
The traditional call center model involves customers being connected to the next available agent, regardless of their skill set or experience. This can lead to frustrated customers who feel like their needs are not being met, and agents who are overwhelmed with calls that they may not be equipped to handle.
Afiniti’s AI technology changes this model by analyzing data from previous calls and matching customers with agents who have the most relevant skills and experience.