Afiniti on How AI is Making Bank Collections a Less Stressful, More Successful Experience
Summary
Afiniti is helping banks manage those risks, close the gap on collections, and build trust with customers, all at the same time. Many companies tackle call traffic as a matter of volume, matching agents and customers on a first-available basis — resulting in agent-customer interactions that miss the mark when it comes to problem solving and understanding. Afiniti’s AI technology works by matching each customer with the agent who’s most likely to solve their problem, based on historical patterns of success. Making tailored connections helps foster these relationships between agents and consumers, addressing both the need for empathy and a measurable return on investment. Afiniti gives clients the ability to see the direct effect of its technology on their contact center’s success by using a unique benchmarking methodology.