Afiniti, a provider of AI optimisation solutions for customer experience, has introduced its new eXperienceAI technology.
Partnering with Avaya, a global CX and contact centre company, Afiniti aims to enhance the Avaya Experience Platform (AXP) with AI capabilities, targeting improvements in business outcomes and customer and employee experiences.
Afiniti’s eXperienceAI is based on its CX AI Optimization technology, which uses customer and outcome data to optimise real-time interactions between customers, and agents.
“We are extremely pleased to expand the reach of our great partnership with Avaya. With Afiniti eXperienceAI, AXP customers will now have the ability to easily enable AI optimisation atop their existing Avaya routing strategies, further embodying the essence of ‘innovation without disruption’,” said Ben Evans, Chief Partnerships Officer at Afiniti.
eXperienceAI integrates with AXP, including Avaya’s new AXP Private Cloud – Extended Scale, which Avaya launched at ENGAGE last week. It is designed to improve metrics such as revenue generation, retention rates, average handle time, customer sentiment, and first-call resolution.
The platform offers flexibility for businesses to deploy AI models that align with their specific needs.
The deployment process is designed to be rapid, with a no-code orchestration tool enabling ROI realisation within four months. This integration allows businesses to enhance customer experiences without changing existing workflows.
The technology features a self-service interface that allows contact centre leaders to define, deploy, and manage AI routing strategies.
Organisations using Afiniti eXperienceAI in their contact centres have reported increases in revenue and improvements in first-call resolution rates and average handle time, Afiniti claimed.
