ISLAMABAD: Pakistan Telecommunications Company Limited (PTCL) – the leading telecom and ICT services provider in Pakistan signed a partnership agreement with Afiniti today, 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 center operations through the intelligent pairing of agents and callers. Afiniti is now live across PTCL’s sales platform, optimizing metrics such as new customers, cross-sales, as well as upgrades and downgrades for queues of about 600 agents. Over the next three months, this count will increase to around 1,000 agents. With the new artificial intelligence based system of Afiniti, PTCL will be able to connect the callers on its contact center intelligently with relevant and suitable agents, thus, improving the quality and speed of service offered to its customers.