Case Study: AT&T scales customer experience with Afiniti's AI pairing solution

AT&T improves customer experience on 80% of calls with Afiniti

The customer, AT&T, faced the challenge of scaling its commitment to delivering great customer experiences to meet evolving expectations. To achieve this, it sought to harmonize its people, processes, and technology. The vendor Afiniti provided its AI solution to integrate into this framework and enable smarter connections.

Afiniti implemented an AI pairing technology for AT&T's inbound calls, applying it to 80% of interactions. Through a continuous feedback loop, the algorithms were refined to identify and repeat the most effective pairings between agents and customers. This solution resulted in measurable gains, including increased customer satisfaction and improved business outcomes and revenue.

AT&T