Jazz to provide AI-powered customer services in partnership with Afinity

Jazz, Pakistan’s leading digital communications company, has partnered with Afiniti, a multinational advanced analytics firm, to implement Artificial Intelligence (AI) solutions in customer service contact centers across Pakistan, fostering significant gains in customer satisfaction and revenues.

The telco has engaged Afiniti to use its AI-powered contact center technology to optimize call outcomes at Jazz’s customer service contact centers. By analyzing call histories and other CRM data, Afiniti’s algorithm predicts patterns of interpersonal behavior and matches callers with Jazz’s contact center agents best equipped to serve them.

Afiniti uses AI to identify subtle and valuable patterns within human interaction to pair customers and employees out of sequence on the basis of behavior. Pairing in this way transforms the quality of interpersonal interactions, driving measurable increases in enterprise profitability and customer success metrics.

Typically, customers contacting a business are routed to the first available contact center agent regardless of fit. With Afiniti, callers are routed to the agent most likely to deliver a positive experience, in turn improving the company’s efficiency (average handle time, first call resolution), increasing revenue (sales conversion, up-sells and cross-sells, retention) and improving customer and agent satisfaction (NPS).

Aamir Ibrahim, CEO Jazz, said in a statement that Afiniti’s solution is a part of its own customer obsession motto.

“Industries globally are advancing rapidly thanks to AI and we wanted to use this technology for the benefit of our customers. Afiniti’s solution is intuitive, seamless and measurable, and a part of Jazz’s broader customer obsession motto. It’s one of many ways we’re creating consistently positive experiences for our subscribers and driving revenue.”

Zia Chishti, CEO Afiniti, is also proud to have partnership with Pakistan’s top telco.

“Afiniti is the world’s premier provider of applied artificial intelligence solutions, which has delivered billions of dollars in measurable economic value to its clients around the world. We are proud to partner with Jazz to deliver similar value and enhanced customer experience to the largest mobile provider in Pakistan.”