PTCL to use Afiniti’s artificial intelligence solution

ISLAMABAD: Pakistan Telecommunications Company Limited (PTCL) signed a partnership agreement on Tuesday with Afiniti, the US-based applied artificial intelligence company that transforms the way humans interact. While Afiniti works with customers in the Americas and Europe, PTCL becomes the first company to “Go-Live” at scale, not only in Pakistan, but also in Asia. The partnership will bring new innovations to the customer services and contact center operations of PTCL. Before signing the partnership agreement, there was a period of six months during which a pilot project was undertaken to gauge the effectiveness of the Afiniti solution. Within the first two months of the pilot, Afiniti’s technology resulted in substantial improvements in PTCL’s contact centre operations through intelligent pairing of agents and callers. Afiniti is now live across PTCL’s sales platform, optimising metrics such as new customers, cross-sales, upgrades and downgrades for queues of about 600 agents.

Published in The Express Tribune, April 26^th, 2017.

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