Afiniti Agents™
Agentic AI for voice and chat. Driving lower costs, better customer experiences, and measurable business outcomes.
Afiniti Agents delivers human-like AI agent interactions powered by real-time intelligence. By dynamically adapting AI personas and knowing when to bring in a human agent, Afiniti Agents enables automation that improves issue resolution, sales, retention, and customer experience.
WHY AFINITI AGENTS
Designed to overcome the limits of traditional AI agents and drive outcomes.
Contact centers are rapidly adopting AI automation, but many bots still struggle with complex or high-value interactions. As automation scales, difficult conversations are pushed into containment; customer satisfaction declines, and outcomes like resolution, sales, and retention suffer.
Afiniti Agents is an outcome-optimizing AI agent solution that replaces traditional automation with intelligent, goal-driven engagement. Deployed as an IVR or IVA replacement, an in-queue AI agent, or a chat AI agent, it owns customer interactions end-to-end and dynamically routes to human agents only when it improves business outcomes, driving performance while containing costs.
Persona
Pairing
Persona
Pairing
Persona Pairing
Dynamically pairs each customer and context with the optimal AI persona to drive engagement and maximize business outcomes.
Intelligent Escalation for Outcomes
Intelligent Escalation for Outcomes
Uses real-time outcome signals to determine when and to whom interactions should be escalated to human agents.
Multi-Intent & Complex Problem Handling
Multi-Intent & Complex Problem Handling
Resolves multiple intents and non-linear customer needs within a single interaction, enabling more issues to be handled end-to-end without human intervention.
HOW IT WORKS
AI Agents Built for Real Contact Center Operations
Built on Afiniti Pairing’s patented behavioral models, which are proven across billions in measurable contact center value, Afiniti Agents brings outcome aware decisioning to AI led interactions. By analyzing customer context, behavioral patterns, and historical outcome signals, it guides every conversation toward the strongest business result, driving revenue, retention, resolution, and lifetime value.
This behavioral intelligence empowers Afiniti Agents to navigate complex, multi intent interactions where traditional bots fall short.
Example use cases include:
- Sales and upgrades
- Retention and save offers
- Technical support and fault resolution
- Account and general inquiries
- IVR replacement and intent triage
- Claims handling
- Appointment/Reservation booking AI agent
- And many more
It is configured and deployed through an intuitive, AI-guided workflow designed for fast adoption. Afiniti provides an agentic AI assistant that guides teams through defining the agent’s name, brand essence, voice, and personality, while recommending skills, tools, and knowledge based on the customer’s use cases and goals.
Teams configure how the agent engages customers, what it can and cannot do, and when to escalate using guided tools and simple text inputs, with suggestions and real-time validation throughout the process. Interactions can be tested prior to deployment, and once live, performance is monitored through dashboards and conversation transcripts.
MEASUREMENT AND TRANSPARENCY
Transparent performance evaluation
Afiniti Agents provides clear visibility into how AI-driven interactions perform in production. Analytics dashboards show key business, performance, and safety metrics, while detailed conversation transcripts allow teams to review how interactions unfold.
Both real and synthetic customer conversations can be evaluated to understand agent behavior, assess adherence to business rules, and identify areas for improvement. This transparency supports ongoing refinement and confident adoption of AI automation in live contact center environments.
Just like Afiniti Pairing, Afiniti Agents also integrates with your CCaaS environment, data sources like CRM and outcomes, that power the optimization models to maximize your outcomes.
INTEGRATION
Seamless by Design
Seamless by Design
Afiniti Agents integrates directly into existing enterprise contact center environments, connecting to the systems, workflows, and knowledge already in place. Through enterprise REST APIs, agents can securely perform common tasks such as customer lookups, offer and eligibility checks, and order or account updates, while accessing existing enterprise knowledge bases to support more complex inquiries, just like a human agent.
OUTCOMES
Supporting Better Automation Decisions
- Improves issue resolution, containment quality, and task completion
- Improves sales conversion, upsell, and cross-sell performance
- Improves retention, loyalty, and lifetime value
- Improves cost efficiency, automation rates, and operational scale
- Improves customer experience across voice and digital channels
SCALE
Built for Enterprise Environments
Afiniti Agents is designed for incremental adoption, giving organizations control over rollout by channel, queue, and line of business. It can be deployed as an IVR or IVA replacement, or as an in-queue AI agent operating alongside human agents, allowing teams to introduce automation at their own pace without disrupting existing operations.
Afiniti Agents is aware of real-time human agent availability and escalates interactions when needed, passing full conversation context to ensure continuity. This flexible approach enables enterprises to scale automation confidently while continuously learning and adapting as customer needs and business priorities evolve.
Frequently Asked Questions
What are Afiniti Agents?
Afiniti Agents is an agentic AI agent solution within Afiniti’s outcome orchestration platform that transforms how organizations engage with customers across both voice and chat channels. By applying intelligence across customer interactions, Afiniti Agents helps automate intent handling, connect to enterprise systems, and support business and operational goals.
How does Afiniti Agents work?
Afiniti Agents learns from actual customer interactions and outcomes to understand what drives success. When a live interaction begins, Afiniti Agents applies that intelligence in real time to dynamically select the appropriate agent personality, including voice and characteristics, to engage the customer and maximize interaction outcomes. The AI agent can resolve most intents directly, but determines when a human agent can maximize the desired outcome (e.g. sale, retention) and escalates seamlessly.Throughout the interaction, Afiniti Agents engages customers in a natural, professional, and empathetic way while adhering to all business and operational rules defined through the web-based configuration interface.
How do I get started with Afiniti Agents?
New customers can contact Afiniti through the website to begin the setup process. Existing Afiniti customers can get started with Afiniti Agents by contacting their Afiniti sales representative or account manager to discuss setup, deployment options, and next steps.
What types of interactions can Afiniti Agents support?
Afiniti Agents can support a wide range of customer interactions across voice and digital channels. Capabilities are defined through configurable skills, allowing organizations to expand use cases over time as business needs evolve. Example use cases include:
- Sales and upgrades
- Retention and save offers
- Technical support and fault resolution
- Account and general inquiries
- IVR replacement and intent triage
- Claims handling
Additional use cases can be supported through configuration.
How does Afiniti Agents integrate with existing enterprise applications?
Afiniti Agents integrates with existing enterprise applications through tools and knowledge bases. Enterprise systems such as CRM platforms or order management systems typically expose REST APIs, which Afiniti Agents can use during conversations to retrieve or update customer and order information in support of customer intents. These integrations are configured through the Afiniti Agents user interface.
Afiniti Agents can also integrate with enterprise knowledge bases, including product documentation, troubleshooting guides, support content, and training materials. Knowledge sources can be ingested in formats such as PDF, text, and word document files, or referenced via URLs or intranet sources.
What deployment options does Afiniti Agents offer? Will it disrupt existing contact center operations?
Afiniti Agents can be deployed as an IVR or IVA replacementwithin voice queues to answer calls for specific intents, or across digital chat channels. This flexibility allows organizations to introduce AI incrementally across lines of business.
Using UI-led deployment wizards, organizations can deploy agents they have configured and tested directly into their contact center. For voice journeys, Afiniti Agents can operate as the first point of contact or downstream of an existing IVR or IVA, supporting queues alongside human agents. These deployment options are designed to minimize disruption.
Can Afiniti Agents be tailored to my brand and business processes?
Yes. Afiniti Agents can be configured with voices and personas that align with your brand. Persona selection can also be optimized dynamically to better match customer needs. Organizations can configure skills and conversation flows to match their specific business processes and test those configurations through simulated conversations to ensure adherence across different scenarios.
How can I ensure Afiniti Agents performance is as expected?
Afiniti Agents provides analytics dashboards that allow users to review historical conversations through relevant KPIs, such as issue resolution rate, conversion rates, escalation rates, and process adherence. Users can also drill down into detailed conversation transcripts to understand exactly how interactions unfolded.
How does Afiniti approach Responsible AI for Afiniti Agents?
Responsible AI is embedded into Afiniti Agents, with a focus on disclosure, transparency, safety, data protection, and compliance. Built-in guardrails help ensure responses are appropriate, secure, and aligned with defined business policies.
Contact Us
If you are exploring ways to improve conversion, retention, or customer experience at scale, our team can help you identify where measurable value can be unlocked using your existing systems.