Avaya and Afiniti partner to bring AI to the contact centre

Avaya has announced a partnership with Afiniti, a provider of AI-based behavioural pairing solutions, to improve enterprise customer experience and contact centre performance through the integration of artificial intelligence into contact centre routing technology. This collaboration will natively integrate Afiniti Enterprise Behavioural Pairing with Avaya Contact Centre platform. Afiniti Enterprise Behavioural Pairing discovers and predicts patterns of interpersonal behaviour to optimally pair customers with agents. With over 90 patents, Afiniti's technology examines data and commercially available information tied to customer identity to determine patterns of successful behavioural interactions and applies these patterns in real time to drive improvements in health, enterprise profitability, and customer satisfaction. Jim Chirico, Avaya President and CEO described AI is the next major shift in the way contact centres operate.