Source note · AI predictive and affinity routing in contact centers
Afiniti's behavioral pairing patent distinguishes behavioral pairing from performance-based routing: PBR tries to maximise each interaction's expected outcome, while behavioral pairing accounts for subsequent pairings to balance agent utilisation and improve overall performance.
Checked 2026-10-02
- Vendor
- Afiniti
- Product
- not restricted
- Subsystem
- behavioral pairing
- Deployment
- overlay
- Region
- us
- Release range
- patent granted 2016-03-29
- Checked
- 2026-10-02
Sources
- US9300802B1 - Techniques for behavioral pairing in a contact center system — Google Patents (USPTO grant data) · tier 3 vendor-maintained repositories · background and summary describing FIFO and PBR
Cite this note
APA
WarmTransfer. (2026, October 2). AI predictive and affinity routing in contact centers: source note predictive-routing-ai-bp-patent-vs-pbr. WarmTransfer. https://warmtransfer.net/knowledge/claims/predictive-routing-ai-bp-patent-vs-pbr
BibTeX
@misc{warmtransfer-claim-predictive-routing-ai-bp-patent-vs-pbr,
title = {AI predictive and affinity routing in contact centers: source note predictive-routing-ai-bp-patent-vs-pbr},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/predictive-routing-ai-bp-patent-vs-pbr},
note = {Source note predictive-routing-ai-bp-patent-vs-pbr, checked 2026-10-02}
}