Afiniti, a global provider of AI-based behavioural pairing technology, announced a multi-year extension to its contract with Sky, Europe’s leading media and entertainment company.

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Sky uses Afiniti’s technology to help customers resolve issues over the phone more quickly and easily. Rather than routing customers to the first available agent, Afiniti’s patented AI analyses behavioral patterns to pair customers with agents based on who they will best interact with — and who is best able to solve the customer’s problem.

Afiniti’s pairings lead to better conversations that reduce the need for transfers or follow-up calls — making each customer’s experience of interacting with a brand as enjoyable and easy as possible.

“As one of our longest-standing partners, Sky has proven to be a great ally in our effort to transform customer interactions,” said Sabine Azancot, General Manager, United Kingdom, at Afiniti. “Every interaction is an opportunity for brands to give customers a better experience. That’s where Afiniti comes in — by ensuring Sky’s customers get to speak to the person they’re most likely to click with that day. We are incredibly proud of the trust the Sky team places in our technology and its ability to bring customers closer.”

The new deal significantly expands the two companies’ partnership, including a new focus on innovation that provides Sky with early access to Afiniti’s new product capabilities.

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