At its Avaya ENGAGE 2020 user conference today, Avaya and Afiniti announced Avaya AI Routing with Afiniti AiRo, a new offering in the Avaya IX Contact Center portfolio that enables companies of all sizes and industries to improve customer interactions and employee engagement by optimally pairing customers with contact center agents using artificial intelligence.
Avaya AI Routing with Afiniti AiRo identifies subtle and valuable patterns in human interactions, which facilitates better pairings between a customer and the optimal agent to drive better outcomes from resulting conversations. The product represents a significant step-change in the availability of AI-driven behavioural pairing technology for organizations of any size, rather than solely large enterprises, expanding the total addressable market by millions of agents.
“Avaya’s vision is to help organizations provide exceptional experiences for their customers and their employees through advanced AI and machine learning technologies natively integrated with Avaya IX Contact Center solutions,” said Jim Chirico, Avaya President and CEO. “Organizations that are using AI in their contact centers have seen greater efficiency in service delivery, including 53% greater agent productivity, 61% higher first contact resolution rates, and a 48% increase in the average revenue per customer contact. With Avaya AI Routing with Afiniti AiRo, AI in the contact center goes mainstream to dramatically enhance customer experience, create a more engaged, customer-facing workforce and drive increased revenue.”
Avaya AI Routing with Afiniti AiRo is an intuitive self-service product that enables organizations to add their own data sources, select the key metrics to optimize for, and view the AI model performance using a detailed portal. Customers can track the real-time incremental value delivered to their businesses, allowing them to rapidly adapt to changes in market, industry, environmental and consumer demands.
The benefits of the new integration between Afiniti behavioural pairing and Avaya IX Contact Center include: Measurable Results, Self-Service Interface, Data Inputs and Quality Assurance, Performance Portal and Usage Pricing Model.
Also currently available is Afiniti’s flagship Enterprise Behavioral Pairing (EBP) product integrated into Avaya IX Contact Center, which was recently recognized by CUSTOMER Magazine with their 14th Annual Contact Center Technology Award.