Afiniti

Afiniti uses AI to make customer service calls better by matching the right customer with the perfect agent in real time. For over 20 years, this tool has helped big companies like telecom giants boost sales, cut costs, and improve customer happiness through smart, data-driven decisions at every step of the customer journey. Trusted by industry leaders worldwide, it focuses on real results like higher revenue and better experiences without replacing people—AI just makes human connections stronger.​

Key Features

• Behavioral Pairing: Analyzes customer data from up to 100 sources to predict the best agent match for successful interactions.​
• Outcome Optimization: Boosts key metrics like revenue, margins, and customer lifetime value across contact centers.​
• Seamless Integration: Works with existing call center systems for easy setup and real-time decisions.​
• Responsible AI: Built with strict governance and six principles to ensure safe, ethical use.​

Use Cases

• Contact Centers: Improves call routing in telecom and hospitality to increase sales and satisfaction.​
• Customer Service: Enhances agent-customer talks for faster resolutions and happier outcomes in large enterprises.​
• Revenue Growth: Optimizes offers and pairings to drive more sales without extra staff.