Avaya & Afiniti: Bringing AI to Contact Center Near You

Avaya and one of its A.I.Connect development partners, Afiniti, today announced a strategic partnership designed to improve contact center performance using artificial intelligence (AI). The partnership involves the use of Afiniti's behavioral pairing AI algorithm, which optimizes contact center outcomes by pairing customers with the contact center agents most likely to result in a desired outcome, as I wrote in a No Jitter article published last December. In that post I provided a high-level description of how Afiniti's AI-based customer-agent pairing works, showing where its machine learning algorithms fit in the pairing process. What's new with today's announcement is the depth of the integration between the Afiniti technology and Avaya's contact center software, along with an easier mechanism for Avaya contact center customers to purchase Afiniti's advanced routing capabilities. As part of this partnership agreement, Avaya will create an "AI edition" of Avaya Aura Contact Center Elite.