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A new tool called Afiniti has been developed to help call centre employees using the power of Artificial Intelligence (AI). It records huge amounts of data to generate coherent business intelligence about thousands and eventually millions of customers as well as all its call centre employees. The data is processed to draw conclusions on tastes, preferences or requirements of the customer base. Customer’s phone numbers are used to study behavior and usage patterns across the board. Their social media usage trends on Facebook, Twitter and LinkedIn are also assessed. In addition, the demographic data on gender, age, ethnicity and parenting status are also collated. On the other hand, Afiniti also records the call details, and transaction records of the employees so that they can best be trained on their shortcomings while further leveraging their existing skills. The specific machine learning abilities of the tool, allow it to process granular bits of data to form meaningful information ready to use.

Source:https://consumerist.com/2017/01/06/calling-customer-service-an-ai-is-picking-the-agent-thats-best-for-you/

 

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