This rock-paper-scissors game illustrates the basic principles of an adaptive artificial intelligence technology. Like Afiniti, the system learns to identify patterns of a person’s behavior by analysing their decision strategies in order to predict future behavior.

While a computer won’t win all rounds, over time it can learn a person’s behavioral characteristics to perform better than chance. In a similar way, Afiniti improves on the traditional random process of pairing callers with agents by using behaviour to make better pairings.