2026-09-20T18:11:20Zhttps://dspace.mit.edu/server/oai/requestoai:dspace.mit.edu:1721.1/1143122022-01-13T07:54:52Zcom_1721.1_7582com_1721.1_7581col_1721.1_131023
William K. Aulet.
De la Croix de Castries, Jérôme
Sloan School of Management.
Sloan School of Management
2018-03-27T14:17:00Z
2018-03-27T14:17:00Z
2017
2017
http://hdl.handle.net/1721.1/114312
1028735848
Thesis: S.M. in Management Research, Massachusetts Institute of Technology, Sloan School of Management, 2017.
Cataloged from PDF version of thesis.
Includes bibliographical references (pages 57-62).
Increase in worldwide data generation and decrease in data storage costs associated with increase in computing power and decrease in computing costs that we are experiencing globally are opening a brand new world of opportunities. Yet, new technologies still fail to mimic humans inner ability to interact and influence each other, thus failing to efficiently replace human when comes the time for companies to talk with their customers. Yet some technologies in this field contribute to enhancing such interactions and may open the way for a sustainable Al revolution. Such a revolution is not one of human labor substitution by intelligent machines but one of collaboration through augmentation of human capabilities. One company, Afiniti, has developed such a technology and associated it with a very unusual business model and sales strategy that could very well be a game-changer in the space. Afiniti enhances human interactions by applying behavior-based personalization in the contact center space. Having developed a precise measurement system it only gets compensated on the precisely generated benefits it delivers. Selling such a business model has led the company to transform its sales engagement approach in order to tackle firms' organizational inefficiencies that hindered its ability to sell efficiently. Building the structure, levers and channels necessary to support this strategy, it has also strengthened its competitive position in its newly open market through its first mover advantage business model, its aggressive intellectual property building and its sales network. Finally, it appears that its approach to personalization is fitting in numerous academic fields and very relevant to the specific characteristic of the contact center space. Said to expect public offering in 2017 we still need to see what will be the long-term trajectory of a product that will probably not stay alone in its space.
by Jérôme de la Croix de Castries.
S.M. in Management Research
62 pages
eng
Massachusetts Institute of Technology
MIT theses are protected by copyright. They may be viewed, downloaded, or printed from this source but further reproduction or distribution in any format is prohibited without written permission.
http://dspace.mit.edu/handle/1721.1/7582
Sloan School of Management.
Using artificial intelligence to enhance personalization of customer relationship management in the contact center space : Afiniti's technology case study
Thesis
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<Abstract>Increase in worldwide data generation and decrease in data storage costs associated with increase in computing power and decrease in computing costs that we are experiencing globally are opening a brand new world of opportunities. Yet, new technologies still fail to mimic humans inner ability to interact and influence each other, thus failing to efficiently replace human when comes the time for companies to talk with their customers. Yet some technologies in this field contribute to enhancing such interactions and may open the way for a sustainable Al revolution. Such a revolution is not one of human labor substitution by intelligent machines but one of collaboration through augmentation of human capabilities. One company, Afiniti, has developed such a technology and associated it with a very unusual business model and sales strategy that could very well be a game-changer in the space. Afiniti enhances human interactions by applying behavior-based personalization in the contact center space. Having developed a precise measurement system it only gets compensated on the precisely generated benefits it delivers. Selling such a business model has led the company to transform its sales engagement approach in order to tackle firms' organizational inefficiencies that hindered its ability to sell efficiently. Building the structure, levers and channels necessary to support this strategy, it has also strengthened its competitive position in its newly open market through its first mover advantage business model, its aggressive intellectual property building and its sales network. Finally, it appears that its approach to personalization is fitting in numerous academic fields and very relevant to the specific characteristic of the contact center space. Said to expect public offering in 2017 we still need to see what will be the long-term trajectory of a product that will probably not stay alone in its space.</Abstract>
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