Calling Customer Service? An AI Is Picking The Agent That's "Best" For You

Think back to the last time you had to call a real, live person in order to complete a purchase or have a problem resolved. Did you and the customer service representative you spoke to have trouble understanding one another in some fundamental way? Or was it a smooth interaction, almost as if the CSR you spoke with was carefully hand-picked for you by robots? If it's the latter, it might be because the CSR you spoke with was in fact carefully hand-picked for you by robots. That's what the call-center tool Afiniti is out to do, the Wall Street Journal reports.