Afiniti

EN Texte en anglais Pas encore d'article dans ta langue : extrait en anglais.

Afiniti is a multinational company specializing in artificial intelligence applications for customer experience optimization in contact centers, founded in 2005. The company develops technologies that use machine learning to match customers with call center agents, with applications in sectors including telecommunications, financial services, healthcare, and insurance. In 2006, Afiniti was founded in Washington, D.C. by Zia Chishti, a former Morgan Stanley investment banker who had previously co-founded Align Technology, with the help of his partners at The Resource Group (TRG), Hasnain Aslam and Mohammed Khaishgi of the Kheshgi family. In 2008, the company submitted several patents related to matching caller data with computer models, which were granted in 2014. In late 2016, the company confidentially filed for a potential future initial public offering (IPO). Around that time, Afiniti also introduced software to run phone numbers "through a variety of databases prior to when a call center agent picks up the phone." The system referred to around 100 databases to gather information on callers, including from public profiles such as Twitter. According to Fortune magazine, the system operated on "the idea that it's possible, using thousands of call records, to determine which agents perform best with certain type of customers." According to The Wall Street Journal, by January 2017, the company had installed its artificial intelligence software in around 150 call centers for several dozen companies, among them Caesars Entertainment Corporation and Sprint. In 2017, the company closed a fourth round of venture funding, bringing in $80 million from investors such as GAM, McKinsey & Co, Elisabeth Murdoch, and John Browne.