Afiniti
Hamilton, Bermuda
Our AI transforms the quality of conversations.
Hamilton, Bermuda
Founded in 2006, Afiniti is a world-leading applied artificial intelligence company that uses patented technology to pair customers and contact center agents based on how well they are likely to interact. Afiniti uses a cutting-edge AI solution to identify and predict patterns in human interactions, subsequently using these predictions to optimally pair customers with contact center agents. In most contact centers today, as a customer contacts a company, they are typically routed to the next available agent. Afiniti® Enterprise Behavioral Pairing™ opens up a whole new world of possibilities that lead to better customer interactions by going beyond this sequenced routing system. As agents become free, our AI deploys specialized machine learning techniques to identify agents’ unique interaction histories. In parallel, the technology identifies customers’ histories and likely intent, in order to predict which customer-agent pairing is most likely to result in a successful outcome. On the back end, Afiniti further leverages AI and machine learning techniques to identify overarching conversational patterns. Its algorithms continually learn and improve, analyzing millions of interactions every day. Afiniti works closely with clients, using these observations to optimize pairings for the particular KPIs that matter most to their business, such as sales, retention, or collections.
navigation.culture-values
Think big.
We are inventors. Seekers. Pioneers. When we can see a way forward, we run with it. When the way forward is not obvious, we dig. When the way forward seems obvious, we test. When we hit an obstacle, we're resourceful and relentless. We smile in the face of "stuck". We give each other the time, the space, the backup to try new things.
Build trust.
We see ourselves through our customers' eyes - and do what's right by them. When it comes to our colleagues, we see the best in everyone. We start with the belief that we're all here to do our best, and we trust each other to do what we say we will do. When something's not working, we tell it like it is (in the kindest possible way). We make each other proud.
Work smart.
We know where we're going and the steps we need to take to get there. We work smart and hard, pursuing excellence in everything we do. We're there for our colleagues. We're also there for the family and friends whose love powers our ability to do great work. We honor their contribution to our working lives by making every hour count. That means pulling together to get projects done and talking often so we don't overlap. It also means we care about documenting - to save each other time down the line.
Be open.
We have open minds, open hearts, and open ears. We're open in the sense that we're inclusive: we are listeners and speakers and sharers. We talk often, across time zones, cultures, teams. We're natural consultors and helpers and reach-outers. We're also open in how we make decisions. Like the well-trained scientists many of us are, we show how we got there.
Spread joy.
We believe a workplace should be somewhere people feel inspired to turn up every day. We actively choose to keep the joy levels high. We take the time to celebrate wins, however big or small. We understand the power of a thank-you, and we're generous with praise. This joy extends to everyone we work with - and the difference we can make to them