Our technology has been implemented across a range of industries, geographies and applications.
Our AI has helped clients in healthcare, telecommunications, travel, hospitality, utility, insurance and banking, among other industries with large, consumer-facing operations.
Geographically, we have paired individuals in the United States, United Kingdom, Canada, Brazil, Mexico, France, Spain, Hungary, Portugal, Turkey, Germany, Italy, Australia, South Africa, Philippines, India, Nicaragua, Jamaica, Senegal, and Pakistan.
Our technology has delivered proven and precisely measurable improvements in key business performance indicators such as patient health, sales, customer retention, collections, and customer satisfaction.
Today, our AI is helping to improve life expectancy in the US and South America.
The possibilities for AI to improve quality of health are incredibly wide ranging, but very few applications are delivering proven results in the sector. We launched our healthcare product in 2017 and are working in the following applications to deliver improvements in life expectancy and reduced premiums.
Improving Adherence Rates
Adherence rates represent how likely patients are to take (or adhere) to their medication guidelines. If patients have been prescribed multiple sets of medications at all, often for different conditions, it can be challenging for them to keep track of each one’s guidelines and schedule. Equally, there are a number of patients who don’t complete their course of medication, especially if they start to feel better mid-way through a course of medication, and self-assess a fake return to good health.
In many of these cases, the underlying health issue re-emerges soon afterwards, or the confusion over medication dosage can result in further illness, leading to increased cost for the healthcare provider, and a poor standard of life for the patient.
In order to tackle and improve adherence rates, many healthcare providers offer house calls to help patients learn to take their medication in the right way. Each incremental house call, as a result of improved adherence, leads to an average reduction in annual healthcare claims of over $2000.
For a major healthcare provider, Afiniti EBP is delivering a 4% uptake in house calls, which results in millions of dollars a month in reduced claims for our client, and an average increase in life expectancy of seven months for their patients per call.
When inbound calls come into a healthcare provider, pairing callers with agents on the basis of behavior increases the likelihood of the uptake of a variety of programs and initiates to improve health (e.g.: weight loss, quit smoking, diabetes prevention initiatives).
This encourages preventative medication which is significantly less expensive than reactive care, and is generally offered by agents when patients call their healthcare provider.
Our solution has seen a 9% uptick in enrollments rates for these programs, hopefully leading to long term reduced premiums and significant improvements in health.
This product pairs nurses and healthcare professionals focused on supporting patients with chronic care needs on the basis of behavior. Using our AI in this way leads to increased patient satisfaction and further improvements in medical adherence rates.
All of these products are examples of how our AI is having a meaningful and measurable impact on improving the quality of healthcare across the world today.
Since 2013, Afiniti has optimized numerous metrics and queues for over 30 global enterprises including Sky and Caesar’s, resulting in transformative gains in revenue and customer lifetime value.
Telesales is typically defined as the sale of a product or service resulting from either an inbound or outbound customer interaction, where the primary purpose of the call has been to discuss the client’s product and the customer’s service needs.
Cross-sell and up-sell refer to the selling of additional products and services, such as the sale of broadband to a Pay-TV customer.
Up-sell refers more specifically to the selling of a more expensive product offering, such as an additional channel package.
From 2013 through 2017, our technology has optimized telesales performance for more than 80 million calls, in which over 10 million sales occurred, responsible for nearly $19.2 million in telesales revenue.
Last year, Afiniti generated half a billion dollars for our clients by pairing based on behavior. Sales increased by 4% on average across industries, and telecommunications and media clients saw an 8% increase in retention and 4% increase in collections.
On many occasions, the revenue our AI generates accounts for a significant proportion of our clients’ profit.
Each year, Afiniti optimizes around 200 million interactions worldwide to create measurable value that would otherwise be lost out on.
Retention and Renewals
Retention is the process of encouraging customers to continue using products or services.
Successful retention is usually measured by the number of “saves”, or customers who continue to use a product or service after asking to cancel. In certain cases, customers who are at high risk for cancellation are automatically directed to the retention queue.
For example, if a phone company offers a free phone as part of a phone plan, and the contract must continue for twenty months in order for the phone to remain free, a customer who calls at the twenty-month mark may be automatically routed to retentions.
Renewals are measured by the choice to extend or renew recently expired or soon-to-expire contracts for products or services.
Because it is easier to retain existing customers than to gain new ones, retention is responsible for substantial long-term increases in revenue and decreases in cost.
From 2013 through the end of 2017, Afiniti has optimized retention for over 10.4 million calls across four client queues. During these calls, more than 52 million “saves” occurred, in which customers were convinced not to leave our clients. Compared to OFF calls, clients have saved 834,407 customers: an average gain of 3.47% over the past twelve months.
Afiniti has optimized another 700,000 calls for renewals, resulting in 21.3 million renewals: an incremental increase of over 1.4 million renewals over 20 months. This is an average lift of 4.2%.
Collections optimization focuses on success and speed when collecting customer debts. Afiniti delivers measurable gains to clients by maximizing the amount of money collected per hour.
In 2016, Afiniti optimized almost 8 million calls in client collection queues. In T-Mobile, Afiniti produced an incremental increase of $11.3 million in six months. The average weighted gain in client collections is 1.91%.
Depending on client needs, cost reduction optimization can either focus on reducing call time or increasing first call resolution: the rate at which an inbound customer call is resolved during the first call. Both reduce client costs by decreasing the time a call center agent spends on a specific customer issue.
Afiniti reduced costs for over 2 million client calls in 2015. On average, this service yielded savings of 5.3%.