Behavioral pairing AI goes mainstream,
improving customer and agent satisfaction, operational metrics, and
customer lifetime value
Avaya ENGAGE 2020 – At its Avaya ENGAGE 2020 user
conference today, Avaya Holdings Corp. (NYSE:AVYA), a global leader
in solutions to enhance and simplify communications and
collaboration, and Afiniti, the leading provider of AI-based
behavioral pairing technology, 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 behavioral
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 are able to track
the real-time incremental value delivered to their businesses,
allowing them to rapidly adapt to changes in market, industry,
environmental, and consumer demands.
“Avaya AI Routing with Afiniti AiRo is poised to transform how
small and medium businesses use artificial intelligence to optimize
customer interactions,” said Zia Chishti, Chairman and CEO of
Afiniti. “For the first time, clients’ in-house data teams can take
control of Afiniti's award-winning AI using an interactive
dashboard, and in real-time forecast and measure the benefit our
technology generates. While our core Afiniti platform will continue
to address the large enterprise market, AiRo massively extends our
technology to enable businesses with contact centers under a
thousand agents to better pair their customers with their
agents.”
“This new joint development between Afiniti and Avaya has two
main advantages for customers,” said Sheila McGee-Smith, founder
and principal analyst of McGee-Smith Analytics. “It will aid in
driving broader adoption of AI routing as customers will be able to
choose the optimization metric that best suits their business and
it can be deployed in contact centers with as few as 30 agents in a
queue.”
The benefits of the new integration between Afiniti behavioral
pairing and Avaya IX Contact Center include:
- Measurable Results – Track the measured impact of
Avaya AI Routing with Afiniti AiRo on contact center operations at
all times, including incremental revenue generated, customer
retention, first contact resolution, and average handle time
metrics. Choose the optimization metric that aligns with your
desired business outcomes.
- Self-Service Interface – Control all features
singlehandedly with an intuitive dashboard powered by AI-driven
recommendations for improving results and constant access to
product support teams.
- Data Inputs and Quality Assurance – Connect your own
CRM, call outcome, and telephony data, and test the data integrity
before AI models run. Purchase industry-specific third-party data
enhancements to further power the model.
- Performance Portal – View your contact center
environment quickly and easily, including real time call flows,
characteristics like call volume and pairing choice, as well as
your results. Gain a greater understanding of key performance
drivers in your business.
- Usage Pricing Model – Optimize operational metrics free
of charge with the flexibility to upgrade and add advanced metrics
for a usage-based price.
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.
Afiniti is a charter member of A.I.Connect, an Avaya-led
initiative that brings together an ecosystem of vendors and
developers taking an active part in building AI-driven solutions.
A.I.Connect is accelerating the adoption of AI solutions in contact
center and unified communications solutions.
Avaya AI Routing with Afiniti AiRo, and much more, is being
showcased at Avaya ENGAGE 2020, the annual conference for the
world’s largest community of contact center and unified
communications users. The event is taking place in Phoenix, AZ from
February 2nd to 5th and is expected to attract 3,000 attendees.
Visit Avaya’s booth to see a demo.
Additional Resources
- See more about Avaya AI Routing with Afiniti AiRo in this
video
- Learn more about Avaya’s partnership with Afiniti and other
A.I.Connect partners
- Read the blog: Using AI Routing to find your contact center
soulmate
- Find out more about Avaya IX Contact Center solutions
About Avaya
Businesses are built on the experiences they provide, and every
day millions of those experiences are built by Avaya (NYSE:AVYA).
For over one hundred years, we’ve enabled organizations around the
globe to win – by creating intelligent communications experiences
for customers and employees. Avaya builds open, converged, and
innovative solutions to enhance and simplify communications and
collaboration – in the cloud, on-premise, or a hybrid of both. To
grow your business, we’re committed to innovation, partnership, and
a relentless focus on what’s next. We’re the technology company you
trust to help you deliver Experiences that Matter. Visit us at
https://www.avaya.com.
About Afiniti
Afiniti is a multinational applied artificial intelligence
company. Afiniti uses AI to identify and predict subtle, valuable
patterns of human behavior to better pair customers and agents.
Pairing in this way results in higher quality interpersonal
interactions and drives measurable increases in revenue and
customer lifetime value for enterprises.
Today, Afiniti has over 200 patents and is generating billions
in economic value for our clients across 18 countries. Afiniti’s
technology continually learns and improves, analyzing 1.3 million
interactions every day to refine its pairings. For more
information, please visit www.afiniti.com.
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All
statements other than statements of historical fact are
“forward-looking” statements for purposes of the U.S. federal and
state securities laws. These statements may be identified by the
use of forward looking terminology such as "anticipate," "believe,"
"continue," "could," "estimate," "expect," "intend," "may,"
"might," “our vision,” "plan," "potential," "preliminary,"
"predict," "should," "will," or “would” or the negative thereof or
other variations thereof or comparable terminology and include, but
are not limited to, expected cash savings and statements about
growth, exchange listing and improved operational metrics. The
Company has based these forward-looking statements on its current
expectations, assumptions, estimates and projections. While the
Company believes these expectations, assumptions, estimates and
projections are reasonable, such forward-looking statements are
only predictions and involve known and unknown risks and
uncertainties, many of which are beyond its control. The factors
are discussed in the Company’s Annual Report on Form 10-K filed
with the Securities and Exchange Commission (the “SEC”), may cause
its actual results, performance or achievements to differ
materially from any future results, performance or achievements
expressed or implied by these forward-looking statements. For a
further list and description of such risks and uncertainties,
please refer to the Company’s filings with the SEC that are
available at www.sec.gov. The Company cautions you that the list of
important factors included in the Company’s SEC filings may not
contain all of the material factors that are important to you. In
addition, considering these risks and uncertainties, the matters
referred to in the forward-looking statements contained in this
report may not in fact occur. The Company undertakes no obligation
to publicly update or revise any forward-looking statement as a
result of new information, future events or otherwise, except as
otherwise required by law.
Source: Avaya Newsroom
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version on businesswire.com: https://www.businesswire.com/news/home/20200204005318/en/
For Avaya media inquiries: Alex Alias
alalias@avaya.com
For Afiniti media inquiries: press@afiniti.com
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