Afiniti Pairing™
AI-powered Customer-Agent Pairing. Better matches. Better outcomes.
Afiniti Pairing orchestrates how customers and agents are matched in real time using AI-driven decisioning. By learning from historical interactions and outcomes, Afiniti Pairing helps enterprises improve the moments that matter most across inbound, outbound, and digital interactions.
WHY AFINITI PAIRING
Turn Routine Interactions Into Measurable Outcomes
In complex contact centers, the difference between a great outcome and a missed opportunity often comes down to one decision: who connects with whom, and when.
Afiniti Pairing applies AI at the moment of connection, improving outcomes like revenue, retention, conversion, and operational efficiency, while honoring your existing routing rules, SLAs, and customer experience standards.
HOW IT WORKS
AI-Driven Decisioning at the Moment of Connection
Afiniti Pairing uses patented AI optimization models to predict the best possible customer–agent matches based on the outcomes that matter most to your business. The solution learns from historical interaction and outcome data to identify patterns of success between customers and agents. When a new interaction begins, it applies those insights along with real-time context to recommend the most suitable available match.
The results – consistently better conversations and measurably improved business outcomes.
MEASUREMENT AND TRANSPARENCY
Transparent Benchmarking You Can Validate
Afiniti Pairing is measured through transparent benchmarking and continuous A/B testing, so you can clearly see the performance difference between interactions optimized by Afiniti Pairing and those that are not.
Intuitive reporting provides visibility into impact across key metrics over time, supporting confidence, accountability, and continuous improvement.
INTEGRATION
Seamless by Design
Afiniti Pairing integrates into existing enterprise contact center ecosystems and is designed to operate without disrupting your current systems, workflows, or infrastructure.
OUTCOMES
Driving Results That Matter
- Increased conversion and sales performance
- Improved retention and churn reduction
- Increased revenue per interaction
- Greater operational efficiency and handle time management
- Enhanced customer experience at scale
SCALE
Built for the Enterprise
Engineered for large-scale deployments, it delivers enterprise-grade stability, real-time performance monitoring, and adaptive learning that evolves with changing customer behaviors and agent dynamics.
INDUSTRY SPECIFIC OUTCOMES
Make Every Interaction Count
Frequently Asked Questions
What is Afiniti Pairing?
Afiniti Pairing is an AI-powered solution within Afiniti’s outcome orchestration platform that transforms how customers and agents connect. By analyzing historical interaction and outcome data, it discovers patterns that drive success, and applies that intelligence in real time to optimize your operations holistically.
How does Afiniti Pairing work?
Afiniti Pairing continuously learns from past customer interactions and outcomes to uncover what drives success. When a live interaction begins, it instantly applies that intelligence, factoring in real-time context like agent availability and operational constraints, to match each customer with the most suitable agent for the outcome you prioritize.
Is Afiniti Pairing the same as routing?
Afiniti Pairing works within your existing routing framework. It is designed to influence the final customer-agent match within existing routing frameworks, where pairing decisions have the greatest impact on outcomes, after your routing rules and operational constraints have been applied.
What outcomes can Afiniti Pairing support?
Afiniti Pairing helps improve retention, sales, revenue, and operational efficiency. Every deployment is tailored to your priorities, to align AI-driven decisioning to the metrics you prioritize.
How does Afiniti measure impact?
Afiniti measures impact using transparent benchmarking and A/B testing. This allows organizations to compare performance between interactions influenced by Afiniti Pairing and interactions that are not, so impact can be validated through data-backed proof of measurable improvements across key business metrics, including auxiliary watch metrics.
Does Afiniti Pairing disrupt existing contact center operations?
No. Afiniti Pairing integrates seamlessly into existing enterprise contact center ecosystems without replacing systems or interrupting workflows. It operates within the established routing rules and operational constraints, ensuring smooth adoption and zero disruption.
Does Afiniti Pairing require agents or customers to do anything differently?
No. Afiniti Pairing is designed to work behind the scenes. The goal is to improve matches while keeping the experience familiar but smarter for agents and consistent for customers.
How does Afiniti Pairing adapt over time?
Afiniti Pairing continuously learns from new interactions and outcomes, ensuring it stays effective and aligned as customer behaviors, agent performance, and business conditions evolve.
What data does Afiniti Pairing use?
Afiniti Pairing leverages interaction and outcome data, and can incorporate approved contextual data from existing enterprise systems to enhance decisioning. All data sources and fields are defined and approved in close collaboration with each client, ensuring compliance and transparency.
How does Afiniti approach Responsible AI for Afiniti Pairing?
Responsible AI is embedded into Afiniti’s technology, with a focus on transparency, accountability, explainability, fairness, data protection, and compliance. Afiniti provides visibility into how performance is measured and how outcomes are validated.
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.