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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 …
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 …
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