Afiniti was featured on CNBC’s Squawk Box by Michelle Caruso-Cabrera on Friday 6 January 2017. A transcript of the segment is below.
The next time you call customer service, the person on the other end of the line may know a lot about you. Companies like Sprint and Caesar’s are increasingly mining social media sites and personal data to tailor calls to each customer. Artificial Intelligence software developed by start-up Afiniti has been installed in more than 150 call centers by dozens of companies and examines databases tied to land line and cell phone numbers to determine the best agent to answer each individual call. Companies say matching like this can result in more satisfied customers and more sales.