How Afiniti Can Improve Customer Satisfaction in Telecommunications

In a hypercompetitive telco market, where many different providers sell the same core products, customer experience continues to be a key differentiator.

With multiple touchpoints that provide opportunities for customers to reconsider their brand choices, providing better customer experience at every interaction is crucial to retaining existing customers and attracting new ones.

Fortunately, there is a way to deliver enhanced customer experiences and maximize every interaction opportunity.

By deploying AI technology that pairs customers and agents on the basis of behavior, Afiniti can help you build better customer experiences, simply through pairing them with the agent they are most likely to connect with. Afiniti’s award-winning Behavioral Pairing algorithms can also build pairings between customers, agents, and offers in inbound, outbound, and digital environments. These three-dimensional pairings ensure customer satisfaction and increase revenue across voice and digital channels.

This level of personalization greatly improves the customer experience and customer satisfaction, elevates sales outcomes, improves customer retention rates, increases cross-sells and upgrades, and impacts customer lifetime value.

Afiniti is currently working with some the world’s biggest telecommunications companies, delivering billions each year as a critical part of their day-to-day operations.

World-leading AI technology with 400+ patents optimizes each interaction

In most contact centers today, as a customer contacts a company, they are typically routed to the next available agent. Afiniti’s pairing solution opens up a whole new world of possibilities that lead to better customer interactions, by going beyond this sequenced routing system.

As agents become free, our AI deploys specialized machine learning techniques to identify agents’ unique interaction histories. In parallel, the technology identifies customers’ histories and likely intent, in order to predict which customer-agent pairing is most likely to result in a successful outcome.

Models are trained and validated to identify predictors and patterns of behavior which can then be implemented in real-time. The patterns enable the algorithms to estimate the probability of success of various potential agent-customer pairs, then select the pair that maximizes the likelihood of a successful interaction.

A measurable business model ensures win-win for all parties involved

These enhanced pairs are determined in part by analyzing information relevant to the context of an interaction — such as the customer’s current bundle, and their reasons for past contacts — to discern which representative is best suited for each individual’s situation, delivering an improved customer experience and a more successful outcome.

On the back end, Afiniti further leverages AI and machine learning techniques to identify overarching conversational patterns. Its algorithms learn and improve over time, analyzing millions of interactions every day. Afiniti works closely with clients, using these observations to continually evolve their customer experience.

Afiniti is also one of the only applied artificial intelligence companies able to precisely measure the results that it delivers to clients. For the entirety of a client’s relationship, Afiniti benchmarks its performance by running its AI algorithms ON and OFF in short time cycles continuously, typically at 80% ON and 20% OFF. By comparing the contact center or client performance during these two time periods, Afiniti is able to demonstrate exactly how much impact it has on interactions.

Working together from deployment and beyond to get the best results

The Afiniti deployment process is led by Afiniti’s Global Deployment and Engineering team. It typically spans 60 to 90 days, and involves close work with the client to ensure optimized performance and the alignment of business objectives.

Afiniti’s deployment experience includes integration with all major telephony, database, and related contact center systems vendors. In most cases, Afiniti’s cooperation and partnership with the provider facilitates a smooth deployment experience.

Furthermore, Afiniti clients do not pay any installation or CapEx costs, and are only charged a percentage of the incremental value gains that Afiniti has delivered.

The benefits of personalization

Consumers expect more from their telecommunications providers. They want frictionless, efficient interactions tailored to their needs and specific context.

With Afiniti’s proven track record of enhancing interactions to add value to some of the largest telecommunications providers in the world, businesses can rest assured that every touchpoint is enhanced with the personalization that matters. By taking each customer’s individual context into account, and matching them with the specific agent who is uniquely positioned to deliver the best service, your customers will have the sort of experience that satisfies, builds positive brand association, and engenders loyalty.

Afiniti has been working with many of the world’s largest telecommunications and media providers since 2011. If your organization is interested in improving the quality of customer interactions too, contact us today.

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