Afiniti: Revolutionizing Customer Experience with AI
Afiniti has been at the forefront of customer experience (CX) artificial intelligence (AI) since 2006. It has been delivering remarkable business outcomes for some of the world's largest enterprises.
Overview
Afiniti's CX AI solutions, like the eXperienceAI™ suite and Afiniti Inside™, are designed to make the most of AI, data, and cloud infrastructure. The aim is to enhance the productivity of customer engagement, leading to measurably better results. By removing skills or rules-based systems from the CX ecosystem, it personalizes customer experiences and turns partner platforms into predictive systems.
Core Features
The eXperienceAI technology is a standout feature. It personalizes customer engagement, which in turn boosts the quality of interactions between businesses and their customers. This leads to an increase in value as happier customers are likely to spend more and stay longer. The Afiniti Inside suite, on the other hand, works with partners to create a platform that combines outcome-based AI optimizations, CRM, and an omni-channel orchestration platform, ushering in a new era of CX AI.
Basic Usage
Afiniti's CX AI is mainly used to optimize customer interactions where empathy plays a role. It's measured precisely in terms of revenue, margin, or customer lifetime value impact. It's also applied to service metrics like improving customer satisfaction, reducing handle time, or speeding up time to resolution. For example, major telecommunications and media providers use it to increase customer lifetime value and sales. In the financial services sector, it adheres to responsible AI principles, ensuring fairness, transparency, and data protection.
Compared to other existing AI solutions in the customer service realm, Afiniti stands out with its focus on personalizing experiences and its comprehensive approach to leveraging AI for better business outcomes. It doesn't just offer a one-size-fits-all solution but tailors its offerings to meet the specific needs of different industries and customer interactions.
