Afiniti

Afiniti is an applied AI tool that analyzes demographic information and interpersonal behavior on call center calls to predict optimal customer/agent pairings, and route calls accordingly - a process the vendor refers to as Enterprise Behavioral Routing, or EBP. The vendor says that using EBP vs. a standard call center workforce optimization strategy based on wait time is more profitable, both in terms of revenue and cost-savings, and facilitates a better customer experience.