With AI drawing a mix of interest and concern, it's important to separate fact from fiction and find trusted, reliable AI providers delivering consistent results. Afiniti is one of those providers, delivering value to customers through a patented AI system that pairs callers and agents by best fit, ensuring successful interactions in the contact center.
Speaking at Sabio Disrupt in February of 2023, Consuelo Remmert, General Manager and Head of International at Afiniti, explained the impact Afiniti's AI has in the contact center. "Today, data allows AI to reshape routing and to reshape it in milliseconds," she said. "We call this AI pairing, which changes the odds of delivering a good human connection and, therefore, changes the outcome for customers, for agents, and for companies. And AI pairing puts agents in a position of success because they'll be put in touch with a customer they can help."
But can a material difference be made by a better contact center interaction? As surveys show, having a positive experience has serious implications on customer retention and loyalty, ultimately impacting the business's bottom line. HubSpot reports that 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. On top of that, 86% say good customer service turns one-time clients into long-term brand champions.
Afiniti's technology has been developed, trained, and delivered for nearly two decades, creating a system for intelligent call routing by analyzing previous interactions and routing a new caller to the agent that is likely to meet their needs, not just the first available.
"Agents and customers, they don't see AI pairing," said Afiniti's Remmert. "It is imperceptible to them. They just have better conversations. And those better conversations, they have measurable outcomes. Higher customer satisfaction, higher agent satisfaction, and higher revenues as well. What's the impact of AI pairing on call center operations? Zero. AI pairing does not interfere with call center operations, not even with call center operations requirements such as average wait time."
Afiniti's unique patented benchmarking technology allows customers to see the precise uplift delivered through each interaction its AI supports. Benchmarking works by turning the AI on and off throughout the day, allowing Afiniti and its customers to see the measurable value driven by its AI. In addition to measurable increases in revenue, customers can also see an increase in important KPIs, like first-call resolution and customer lifetime value.
With AI widely available today, it's important to find precisely measurable AI to ensure a smart and valuable investment that enables growth.
