The next time you dial customer service, who answers your call may be determined by what you have said on Facebook.
Companies from casino operator Caesars Entertainment Corp. to wireless carrier Sprint Corp. are increasingly checking social media and other personal data to tailor calls for each customer. The practice, however, raises concerns among privacy advocates.
For decades, call centers have answered requests based simply on the order they were received: First in, first served.
A startup called Afiniti International Holdings Ltd. is trying to change that. Its artificial intelligence software, which has been installed in more than 150 call centers by dozens of companies, examines as many as 100 databases tied to landline and cellphone numbers to determine the best agent to answer each individual caller. Such matching can result in more satisfied customers and more sales, the company says.
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