Home / Software & Service News / AI might handpick your customer service rep

AI might handpick your customer service rep

There are certainly ways to use tech to augment customer service, like Twitter’s auto-replies for public-facing business accounts. But if you’ve called a large company’s helpline and gotten a representative that was atypically, unusually helpful, latch on to that uncertainty: Your hotline helper might have been hand-picked for you by an AI system. The startup Afiniti International Holdings has installed just such a setup in over 150 call centers to better match callers with associates who have successfully helped similar folks.

To build a profile of the caller, Afiniti’s tech pulls up their purchase and contact history and business/credit profile. Since this is 2017, it also automatically crawls the internet to find their public Facebook, Twitter and LinkedIn pages. Finally, it fills out the profile by examining census archives of the caller’s area. If the associate on the other end of the phone is in sales, they’ll be matched with callers similar to those they’ve more successfully sold to in the past.

The associates can’t see callers’ personal data, Afiniti maintains, and they don’t know why they’re matched to whom: it’s all done in the background by the company’s AI system. But simply having scores and metrics invisible to callers is worrying some privacy advocates.

“There’s a process of discrimination going on,” University of Pennsylvania professor Joseph Turow, who studies digital marketing, told The Wall Street Journal. “Companies are bringing data together that we have no knowledge about, and it may discriminate against in a prejudicial sense or a positive sense, depending on who we are.”

Afiniti’s careful to note where it claims to pull its data from, according to The Wall Street Journal: From up to 100 databases that are legitimately available for purchase, like credit firm Experian and data clearinghouse Acxiom Corp, and only social media data from callers’ profiles that had been made public. But if you’re worried about making a simple customer service call and getting slotted a salesperson expressly skilled at upselling people like you, it might be too late: Your data’s already out there.

Via: Consumerist

Source: The Wall Street Journal

Click Here For Original Source Of The Article

About Ms. A. C. Kennedy

Ms. A. C. Kennedy
My name is Ms A C Kennedy and I am a Health practitioner and Consultant by day and a serial blogger by night. I luv family, life and learning new things. I especially luv learning how to improve my business. I also luv helping and sharing my information with others. Don't forget to ask me anything!

Check Also

AI Everywhere: Surprising ways we already interact with artificial intelligence


Paid Content by


If someone were to say to you that you’ve spent all day interacting with artificial intelligence, you’d probably stop and try to recount any instances of accidentally running into a robot

Despite what’s constantly being hammered into our brains via science fiction movies and television, AI comes in many forms, which may surprise you. Not only has artificial intelligence become integrated within a number of industries, but it’s teaching people how to streamline business and optimize their lives.

From social media to public service, some people are interacting with artificial intelligence every single day and it may surprise you how broadly it is being adopted. Here are some ways we’re already using AI on the daily.  Read more...

More about Supported, Artificial Intelligence, Chatbot, Deep Learning, and Virtual Assisstant