eXperienceAI creates incremental value from customer interactions. It enables you to use AI to connect the customer to the optimal agent, channel, and offer. You can dynamically generate agent commissions to drive performance and fairness, choose the metrics that matter for your business and precisely measure the results.
Key Benefits
Customer-agent optimization | Measurable impact | Easy deployment
See how our solutions drive better outcomes.
Discover how we can elevate your service and maximize revenue growth for your business.
eXperienceAI is powered by Afiniti’s market-leading AI optimization technology
Afiniti’s eXperienceAI dynamically decides how contacts are optimally assigned, which channels and offers are most likely to succeed, and what the appropriate agent incentives are. The result is an ongoing, measurable improvement to customer lifetime value and enterprise profitability.
eXperienceAI is powered by Afiniti’s unique AI optimization technology which delivers over $2.2 billion in annual customer value to enterprises worldwide.
eXperienceAI optimizes desired business outcomes, such as retention, conversion rates, revenue or lowering cost per interaction.
eXperienceAI provides real-time
AI-driven optimization of every decision in your customer journey, matching caller, agents, offers, channels and incentives.
It learns patterns of success from historical customer and outcome data to deliver intelligence live production environments.
Our benchmark AI optimization shows the difference in results when
our solutions are on vs off, so you can see the true value we provide.
Seamlessly integrate into the existing enterprise contact ecosystem, delivering business value without impacting your operations.
Overview
Unlock over $2.2 billion in annual customer value with Afiniti’s eXperienceAI. This enterprise-grade solution empowers you to take control of your contact center with its intuitive interface and seamless data integration. Benefit from no-code AI management that lets you select the best models and optimize routing effortlessly, ensuring your operations run smoothly with industry-leading AI capabilities.
AI-Driven Optimization
Transform your contact center performance with eXperienceAI, designed to leverage your existing ACD system’s interaction data. Our solution optimizes customer-agent pairings, focusing on reducing key metrics such as Average Handle Time (AHT) and improving First Call Resolution (FCR). Experience a more efficient operation that prioritizes cost reduction while enhancing service quality.
Data-Driven Insights
With eXperienceAI, access a range of AI models tailored to your specific performance metrics. Our user-friendly interface and comprehensive reporting dashboards provide complete visibility into the AI’s impact on your operations. Make informed, data-driven decisions that enable continuous improvement and help you maximize your contact center’s potential.
Seamless Integration
eXperienceAI is designed for rapid deployment and effortless integration. As a cloud-based solution, it offers quick setup and scalability, with options for private or on-premise instances. Partnered with leading ACD systems, you can implement AI-powered optimization without complexity, significantly enhancing your contact center’s efficiency and performance.
Unlock Potential
Transform your contact center with eXperienceAI+. Gain access to broader metrics and advanced models that empower Afiniti’s AI to deliver exceptional results. Our intuitive workflow simplifies data processing and model training, allowing you to focus on strategies that drive top-line growth while enjoying all the features of eXperienceAI.
Performance Elevation
Elevate your call center’s effectiveness with eXperienceAI+, designed to enhance the metrics that matter most to your business. This advanced AI solution optimizes sales and enriches customer interactions, resulting in a significant increase in incremental revenue. With a user-friendly interface, you can easily prepare data and build models, gaining a comprehensive view of both agent and customer performance.
Revenue Generation
Harness the power of eXperienceAI+ to achieve a 5% increase in incremental revenue for your organization. Our sophisticated algorithms optimize routing to drive sales and enhance the value of every customer interaction. Unlocking the potential of advanced AI models ensures that your contact center maximizes revenue opportunities effectively.
Streamlined Workflow
eXperienceAI+ simplifies the process of optimizing sales metrics through user-friendly, no-code tools that replicate the workflows of Afiniti’s data scientists. By integrating data preparation and advanced AI model training, you can make informed routing decisions quickly, minimizing time to value and maximizing your contact center’s efficiency.
Discover Elite
Experience Afiniti’s eXperienceAI Elite—our most advanced AI solution designed for large enterprises. With personalized support from our Elite AI team, you can leverage cutting-edge optimization tailored to your needs. The intelligent engine refines every decision in the customer journey, providing custom revenue metrics and insightful dashboards that unlock the full potential of your data.
Intelligent Optimization
eXperienceAI Elite excels at matching customers to agents and channels, enhancing both customer satisfaction and agent performance. By integrating AI Offers and AI Commissions, we increase predictive capabilities and data granularity. This leads to more effective AI models that drive improved business outcomes and meaningful interactions.
Advanced Pairing
Afiniti uses advanced machine learning to analyze patterns in customer behavior across large datasets. By assessing factors such as intent and preferences, our technology outperforms traditional systems, enabling precise predictions for individual customers and agents. This results in enhanced engagement and superior performance metrics throughout your organization.
Dynamic Commissions
Revolutionize agent compensation with Afiniti’s dynamic commission system, which aligns pay with performance outcomes. This innovative approach addresses the limitations of traditional compensation structures, promoting fairness and maximizing opportunities. By optimizing budget allocation, Afiniti enhances agent motivation and drives better results for your enterprise, ensuring a win-win scenario for both agents and the business.
Different solutions for different problems
Improve agent efficiency and reduce cost (e.g. first call resolution or handle time).
- Optimize Average Handle Time
- Optimize First Contact Resolution
- Optimize Net Promoter Score
- Voice Channel
- No Code Management
- 24/7 Support
- Cloud, Private Cloud or On-Premise
- Turnkey Solution Services
Improve upsells, sales conversions, customer retention and drive incremental revenue.
- Everything in eXperienceAI, and:
- Optimize Sales
- Optimize Products
- Optimize Revenue
- Advanced Data-sets
- Unified Reports
Streamline your call routing with our tailored integrations to boost revenue and cut costs.
- Everything in eXperienceAI+, and:
- Omnichannel
- Optimize Custom Metric
- Big and Unstructured Data
- Custom BI Reports
- Dimensional Optimization: Channels, Offers, Agent Incentives
- Custom Reports & Analytics
- Priority Feature Access
- Feature Proposals
- Customized Roadmap
- Dedicated Team
Afiniti evaluates data in real time to identify who your customer is and why they need help and then pairs them with an agent that has been successful with similar customer situations
Data evaluated:
Who is the customer: Identity, authentication, relationship, tenure, customer risk Why do they need help: intent, previous actions, complexity, transaction
Testimonials
