Avaya, Afiniti Introduce Avaya AI Routing with Afiniti AiRo

Avaya Holdings Corp. (NYSE:AVYA), a global provider of solutions to enhance and simplify communications and collaboration, and Afiniti, the 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, the companies said.

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 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 enables organizations to create intelligent communications experiences for customers and employees. Avaya builds open, converged, and innovative solutions to enhance and simplify communications and collaboration. For more https://www.avaya.com.

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. For more information, visit www.afiniti.com.