Generated by All in One SEO Pro v5.0.1.1, this is an llms-full.txt file, used by LLMs to index the site. # Afiniti Afiniti is a contact center AI company that optimizes customer-agent interactions through behavioral pairing and outcome orchestration, delivering measurable business outcomes verified through ON/OFF benchmarking. Over $2.5 billion in proven incremental value created. ## Posts ### [Afiniti Introduces Outcome Orchestration: A New Standard for Enterprise AI](https://www.afiniti.com/afiniti-introduces-outcome-orchestration-a-new-standard-for-enterprise-ai/) **Published:** January 29, 2026 **Author:** Bengu Gungoren **Content:** ###### As AI adoption accelerates, many enterprises are discovering a widening gap between promised innovation and measurable results. Fragmented decisions, opaque performance, and unclear cause–effect relationships have become common — especially inside complex, mission-critical environments like the contact center. After 20 years of operating AI in production, Afiniti is defining a new category to address this gap: **Outcome Orchestration.** **Defining Outcome Orchestration** Outcome Orchestration deploys AI to unify and steer contact center data, intelligence, and decisioning across people, systems, and workflows — holding performance accountable to real business baselines. Rather than replacing existing platforms, Afiniti operates as an intelligence layer within complex environments, orchestrating decisions that consistently drive outcomes. This approach reflects a foundational belief: **AI only matters if it measurably improves outcomes in production.** **Proven in Production** At the core of Outcome Orchestration is [Afiniti Pairing](https://www.afiniti.com/products/afiniti-pairing/), Afiniti’s patented AI technology that dynamically matches customers with the agents most likely to achieve a desired outcome. Afiniti Pairing has **delivered more than $2.5 billion in measurable value** across enterprise contact centers of all sizes and platforms. In 2025, Afiniti achieved **100% client retention**, reinforcing a model built on long-term performance rather than experimentation. **A Foundation for Responsible Expansion** In 2026, Afiniti will extend Outcome Orchestration beyond pairing to address broader contact center decisioning needs; including agent experiences, routing decisions, and intelligence. These capabilities are being introduced deliberately, informed by real operational challenges observed across Afiniti’s customer base. What remains constant is Afiniti’s commitment to AI that earns trust, by integrating into real environments, delivering measurable outcomes, and proving its value over time. Read the full announcement: **Categories:** Company News **Tags:** Blog --- ### [What High-Performing Contact Centers Do Differently](https://www.afiniti.com/what-high-performing-contact-centers-do-differently/) **Published:** August 24, 2026 **Author:** Naveen Kumar **Content:** ###### There’s a small group of contact center leaders pulling ahead of everyone else right now. Not because they’ve bought better AI. Because they connect decisions across the operation instead of managing each AI tool in isolation, and it shows up directly in revenue, retention, and the experience customers actually get. ###### Most CX and operations leaders have spent the past several years adding AI wherever it seemed useful: smarter routing here, a chatbot there, analytics layered on top. Each addition made sense on its own. Together, they’ve built a tech stack full of intelligent point solutions that can’t talk to one another. ### The real distinction: local optimization vs. global optimization Local optimization means tuning one system to hit its own metric. A routing tool judged on handle time. A bot judged on deflection rate. A workforce management system judged on staffing accuracy. Each of these can hit its target and still leave the business worse off, because none of them can see what happens to the customer or the business outcome once the interaction moves past their own piece of the process. Global optimization means judging every decision, wherever it happens in the operation, against the outcome that actually matters to the business: did this improve revenue, retention, or resolution, not did this one system look good on its own dashboard. Decisions are coordinated toward one result, rather than made in isolation from each other. Global optimization is the right target. Local optimization isn’t wrong on its own, it’s just incomplete: it solves for one piece of the system while leaving the rest uncoordinated. Only [22% of contact center leaders](https://www.afiniti.com/industry-reports/outcome-oriented-ai-for-contact-centers/) say their AI environment is fully integrated within an end-to-end strategy. The other 78% are running local optimization by default, often without realizing it, because each individual tool still looks like it’s working. Here’s where that shows up. A routing tool tuned to reduce handle time can quietly increase downstream escalations. A bot optimized to deflect more calls can push complex, high-value conversations to agents who weren’t prepared for them. Viewed alone, each looks like a win. Viewed together, the trade-offs compound. It’s little surprise that [78% of contact center leaders](https://www.afiniti.com/industry-reports/outcome-oriented-ai-for-contact-centers/) describe their stack as suboptimal, not because the tools lack intelligence, but because that intelligence never learned to work as one system. Leaders who get this right stop asking “is this tool hitting its target” and start asking “did this decision actually make things better for the customer and the business.” Those two questions can have different answers, and that gap is where most AI investment gets wasted ### Three practices that set high performers apart 1. **They measure against the outcome, not the tool.** A high deflection rate isn’t a win if it’s deflecting calls that should have reached a human. A fast handle time isn’t a win if it’s trading resolution quality for speed. High performers redefine success on a tool-by-tool basis: a bot gets measured on whether the issue was actually resolved, not just deflected, and whether it came back to a human agent afterward. That shift tends to expose trade-offs traditional metrics never surfaced. 2. **They evaluate investment with a framework, not instinct.** New tools get added because they solve a proven problem, not because a demo looked impressive or a competitor announced something similar. The shift is procedural: before approving any AI investment, run it through a standard set of questions rather than building a one-off business case around each vendor. A repeatable intake process reduces debate and identifies weak investments earlier. 3. **They treat orchestration as infrastructure, not an add-on.** The connective layer, the thing that makes sure a decision in one system doesn’t quietly undercut a goal in another, gets built in from the start. That connective layer has a clear owner, one team or role accountable for cross-system decisions, rather than being left to whoever happens to notice a conflict after the fact. ### The questions high performers ask before they invest The strongest operators run every proposed AI investment through a two-part filter before committing budget. First, is automation even warranted?** - Volume:** Does this happen often enough to matter? - Value:** Does solving it better move a real business outcome? - Pain:** Is it genuinely hard or costly to manage today? **Then, is AI specifically the right tool?** - Pattern:** Does this problem repeat in a recognizable, predictable way? - Speed:** Does a delay in the decision actively hurt the outcome? - Complexity:** Does it involve weighing several variables at once? Agent customer matching in a high-volume sales queue scores highly across both filters: the business impact is significant, and the decision is pattern based, time sensitive, and multi-variable, exactly the kind of problem AI is built to solve. A low volume, low complexity task rarely clears the same bar, and simpler automation is often enough there. Run a proposed investment through these questions and it becomes obvious whether you’re solving a real problem or simply following the market. The purpose of the framework is straightforward: distinguish problems that genuinely benefit from AI from those that simply look like opportunities to use it. ### This isn’t a simple switch to flip None of this happens by replacing a system overnight. Legacy infrastructure, integration costs, and organizational silos between IT, CX, and operations are real constraints. AI governance requirements also need to be addressed, including who approves automated decisions, how they’re audited, and what happens when they go wrong. The leaders pulling ahead aren’t the ones with no legacy debt. They’re the ones who built a connective layer over what they already had, rather than waiting for a clean slate rebuild that was never coming. Most start small: one high value decision point, like agent-customer matching or a single routing queue, proven out before expanding further, rather than an enterprise-wide overhaul on day one. ### What this looks like when it works One leading US healthcare organization deployed AI-driven pairing across telesales and service operations, reaching over 40,000 agents with no disruption to existing workflows. Over a four-year partnership, that approach delivered more than 60,000 incremental units and over $200M in lifetime value. The gains came not from improving one AI application, but from coordinating decisions across the operation toward the same business outcome. ### Outcome Orchestration, defined This coordinated approach has a name: Outcome Orchestration. It’s an intelligence layer that connects data, decisions, and actions across the contact center, so every interaction works toward the same outcome *“The winners in this shift will be the ones who can connect the customer engagement journey and operational decisions to the business metrics a CFO or CEO actually cares about, such as revenue growth, customer retention, and lifetime value. Outcome orchestration closes this causality gap: it connects disparate systems to outcomes, provably optimizing the ROI for contact center business owners,”* ***said Dileepan Narayanan, Chief Product and Technology Officer, Afiniti*** It’s not purely a cost or efficiency play for the business. Done right, it improves the customer’s experience just as directly, since a coordinated system routes each person toward the resolution most likely to actually work for them, not just the one that’s least costly to deliver. The contact centers figuring this out first won’t just run more efficiently. They’ll be the ones setting the pace everyone else has to catch up to. **Explore what Outcome Orchestration could look like in your environment** [**Book a demo**](https://www.afiniti.com/book-a-demo/) **Categories:** Leader Insights **Tags:** Blog, isFeatured --- ### [Harini Gokul to join Afiniti's Board as AI Redefines the Role of the Contact Center](https://www.afiniti.com/harini-gokul-joins-afiniti-board/) **Published:** June 18, 2026 **Author:** Naveen Kumar **Content:** ###### Former customer experience leader at Microsoft, AWS and Entrust joins as enterprises demand direct impact on retention, growth, and customer lifetime value. **WASHINGTON, D.C. – June 18, 2026 –** [Afiniti](http://www.afiniti.com) today announced the appointment of Harini Gokul to its Board of Directors, adding a seasoned customer experience and growth leader as enterprises rethink the role of the contact center in the age of AI.** Gokul brings more than two decades of experience leading customer-facing organizations at Microsoft, Amazon Web Services, and Entrust, where she most recently served as Chief Customer Officer. Throughout her career, she has built and scaled global teams responsible for customer value realization, retention, expansion, and long-term growth. “*The contact center is finally meeting its moment*,” said Gokul. “*For decades, customer service organizations have struggled to prove their impact beyond operational metrics. AI is changing that. The future belongs to organizations that can directly connect customer interactions to outcomes like retention, growth, and customer lifetime value. That’s the opportunity Afiniti is uniquely positioned to capture, and why I’m excited to join the board.*“ Afiniti has spent more than 20 years helping enterprises make that connection. The company’s AI decisioning platform optimizes customer interactions in real time, enabling organizations to influence whether customers stay, spend more, and return. To date, Afiniti has generated more than $2.5 billion in verified incremental value for customers, with every result validated against live control groups. “*Harini understands this transformation from every angle because she has lived it,*” said **Jerome Kapelus, Chief Executive Officer of Afiniti**. “*She started her career as an engineer in the contact center space, went on to lead global customer organizations, and spent years making the difficult decisions around technology investments and business value.*” As a board member, Gokul will bring her operator lens to Afiniti’s commercial scale and growth, helping the company translate its AI decisioning platform into durable enterprise relationships. Gokul was drawn to Afiniti’s leadership team and their approach to building the company. “*My leadership philosophy is simple: I trust leaders with muddy boots,*” she said. “*The leaders who earn trust are the ones doing the work alongside their teams.* *Jerome’s transparency about Afiniti’s journey, the hard decisions the company has made, and the vision for where it’s headed made it clear this is a team committed to creating real value for customers.*“ As a board member, Gokul will help guide Afiniti’s next phase of growth as enterprises increasingly view customer experience as a strategic driver of business performance rather than a cost center. “*Customer-facing teams are the voice of the customer, but for too long we’ve undervalued that role,*” said Gokul. “*AI gives us the opportunity to hear customers more clearly at every stage of their journey, translate those insights into action across the connected lifecycle, and proactively deliver experiences that drive measurable outcomes.* *This is the shift I have spent my career working toward, and Afiniti is where I want to help lead it.*“ ### About Afiniti Afiniti is the AI decisioning layer for enterprise contact centers. For more than two decades, the company has helped the world’s largest brands turn customer interactions into measurable business outcomes, deploying on top of any existing technology stack without disruption. Afiniti has generated more than $2.5 billion in verified incremental value for customers, with every dollar validated against a live control group. Learn more at [afiniti.com](https://www.afiniti.com/). **Media Contact** Fabiola Camacho **Categories:** Company News **Tags:** Latest News --- ### [Getting the Band Together: Building High-Performing AI Partnerships with SiriusXM](https://www.afiniti.com/ai-partnerships-with-siriusxm/) **Published:** August 5, 2026 **Author:** Bengu Gungoren **Content:** ###### Featuring: Moshe Pridan, Chief Product and Information Officer, SiriusXM, Jerome Kapelus, Chief Executive Officer, Afiniti Most contact centers have moved past the question of whether to use AI. They have the tools. What they don’t have, in a lot of cases, is the coordination to make those tools work together toward an actual outcome. That’s the gap SiriusXM Chief Product and Information Officer [Moshe Pridan](https://www.linkedin.com/in/mpridan/) and Afiniti CEO [Jerome Kapelus](https://www.linkedin.com/in/jeromekapelus/) sat down to talk through on stage at [Customer Contact Week Las Vegas](https://www.customermanagementpractice.com/cmp-events/ccw/las-vegas/) 2026, six-plus years into a partnership that’s had to answer that question in practice, not theory. ##### Evaluate From the Inside Out, Not the Vendor In With hundreds of AI vendors competing for a seat at the table, Pridan’s evaluation process starts nowhere near the vendors. > “*You’ve got to know from a strategic perspective what your goals are and what you’re* *trying to accomplish with this amazing technology… We stay very close to our* *business goals and keep thinking about how AI can be used as a tool.“ Chasing a technology because a competitor uses it, or because a vendor happened to knock on the door first, is, in his words, “*a very easy mistake.*“ Instead, Pridan spends much of his time with early-stage founders and VCs – looking for the companies that aren’tready to pitch him yet, rather than reacting to the ones that are. ##### When It Works, and When It Doesn’t Pridan pointed to SiriusXM’s multi-year design partnership on conversational AI for customer service as a case where the technology delivered on every measure that matters: resolution rates, containment, and, the metric he’s proudest of, customer effort, which came in at less than half of what a human interaction requires and less than a third of web self-service. He was just as direct about where AI hasn’t worked. An earlier attempt at predictive, next-best-action decisioning didn’t fail because of the model. It failed because of the organization around it. > “*It hasn’t been a failure, but it hasn’t been a glowing success either… It had nothing* *to do with the technology, but more about us as an organization, the change* *management, or the lack of change management with implementing a technology* *that essentially makes decisions on your behalf.*“ The lesson: mature operations can be the hardest place to introduce a non-deterministic system, precisely because everything has always been measurable and predictable before. ##### Six-Plus Years of Being Judged on the Same Metric SiriusXM’s relationship with Afiniti goes back more than six years, and Pridan was blunt about why it’s lasted. He described a “triangle” of misaligned incentives that plagues most vendor relationships, the software provider paid by seat, the systems integrator paid by the hour, and the customer left holding the goal of getting the implementation done on time and on budget. > “*You get paid only if you deliver. Moreover, you make it very easy to isolate the single* *effect of Afiniti in an ecosystem that is completely full of noise… We can tell, day* *one, but to this day, what is exactly the benefit that is uniquely attributed to your* *technology and how it’s implemented.“ That’s the foundation Kapelus built on in describing where Afiniti is headed next: an orchestration layer that sits above any given vendor’s stack, agnostic to CCaaS platform, on-prem or cloud, and focused on managing outcomes rather than any single interaction. ##### The Contact Center Needs a Traffic Cop The near-term future isn’t one AI agent per contact center, it’s many. Agents built by CCaaS partners, agents built in-house, agents from best-of-breed point solutions, each good at a narrow task. Pridan was clear about what happens without something coordinating them: > *“You risk complete chaos unless you have an orchestration layer and decisioning* *layer that is tied to company goals, that has the ability to pivot on a dime… Am I* *optimizing for revenue? Am I optimizing for subscribers? …That’s where* *orchestration comes in.”* Kapelus tied that directly back to Afiniti’s twenty years sitting at the routing layer: *“We understand the plumbing of the contact center better than most companies… You need a traffic cop to manage the agents as well.”* ##### Building the Contact Center From a Blank Sheet of Paper Asked what the relationship looks like five years out, Pridan pushed back on the idea that AI simply replaces human agents. The more useful frame, he argued, is designing the contact center of the future from scratch, squads of human and AI agents built to work together from day one, rather than bolting new technology onto old workflows. > “*If you go about it the very traditional way, then you’re going to end up teaching this* *super, super smart agent to do the same things you’ve always done before. You’re* *bringing all of your old biases into the new models… That is usually destined to fail.*“ His prescription: stand up small innovation pods outside the core process, prove measurable value, and let the results, not the mandate, move volume from the old system to the new one. ##### Why Outcomes Win When asked what single metric matters most to his own board, Pridan didn’t hesitate: **customer satisfaction.** Not containment, not deflection, not average handle time. > “*Better containment doesn’t help you if you didn’t really resolve the customer’s need* *on that same call. If they have to call back again, or even worse, they leave you as a* *customer, that is a really bad outcome… Our philosophy on the technology side, but* *also on care operations, is doing the right thing for the customer, everything else will* *follow.*“ Kapelus picked up on it immediately, calling back to a line he’d heard earlier that captured the whole conversation: > “*None of us wants to be contained or deflected. We want to be served.”* He added: “*There are definitely folks out there who are getting drumbeats from the C-suite and from the board to drive efficiency. But efficiency at the cost of customer satisfaction, at the cost of lifetime value, it’s a fool’s errand.*“ ##### Key Takeaways - **Evaluate from strategy, not from the vendor pipeline.** Start with the business goal, then find the technology, not the other way around. - **AI failures are usually organizational, not technical.** Change management determines whether a non-deterministic technology succeeds inside a mature operation. - **Outcome-based, auditable value is a durable differentiator.** A six-plus year relationship was built on being able to isolate exactly what a partner delivered, not just what it promised. - **Multiple agents need a decisioning layer above them.** As agent sprawl grows, CCaaS-native, in-house, and best-of-breed, something has to coordinate them against shifting business goals. - **Customer satisfaction outranks activity metrics.** Containment and deflection are only good outcomes if the customer’s need actually gets resolved. Want to see how an outcomes-based decisioning layer could work across your own contact center stack? [Book a demo with our team today.](https://www.afiniti.com/book-a-demo/) See the full session [here.](https://www.afiniti.com/video/building-high-performing-ai-partnerships-siriusxm/) **Categories:** Events **Tags:** Blog --- ### [Why Responsible AI Matters: Afiniti’s Principles for Safe, Trustworthy AI](https://www.afiniti.com/responsible-ai-principles/) **Published:** March 11, 2026 **Author:** Bengu Gungoren **Content:** ###### AI is everywhere in the contact center. It influences who customers speak to. How decisions are made. Which interactions drive revenue. Which experiences build loyalty. But as AI becomes more powerful, something else becomes more important: **Trust.** Not marketing trust. Operational trust. Enterprises want proof. They want clarity. They want to understand how AI works, how it is governed, and how risk is managed over time. At Afiniti, we define a new category: **Outcome Orchestration** – unifying contact center systems, data, AI, and human interactions to drive measurable business results. When AI is orchestrating decisions across the entire ecosystem – influencing routing, workflows, revenue, retention, and customer experience simultaneously – governance cannot be an afterthought. The broader the impact, the greater the responsibility. That’s why we’re launching [Afiniti’s Responsible AI](https://www.afiniti.com/responsible-ai/) series. Over the coming months, we’ll break down the six principles that guide how we design, deploy, and govern AI. Those principles are: - **Accountability** - Explainability - Transparency - Fairness - Data Protection - Compliance Each plays a critical role in building safe, trustworthy AI. But we’re starting with the principle that makes all the others possible: **Accountability.** ### Why Accountability Comes First: Responsible AI by Design Accountability is the cornerstone of Afiniti’s approach to Responsible AI. It is not simply one principle among many – it is the principle that allows others to work. Transparency only matters if someone stands behind it. Fairness only holds if it is actively maintained. Privacy and compliance can only be sustained when there is clear ownership. Accountability turns Responsible AI from aspiration into practice. At Afiniti, that accountability begins early – at the design stage – not after a system is deployed. It shapes architecture decisions, model development, data handling, validation, deployment, and long-term monitoring. Human oversight is built into both development and operations. In practical terms, that means: - AI systems are designed to be safe, controlled, and explainable - Guardrails are in place before systems reach production - Teams understand not only how models function, but why Accountability is not layered on. It underpins how our AI is built, validated, and managed from the start. #### Accountability Across Teams — and Over Time Responsible AI requires many stakeholders. It doesn’t sit only in engineering. Or legal. Or compliance. Afiniti assigns accountability to defined owners, with engineering, data science, product, privacy, legal, and compliance teams each playing defined roles in development, risk management, and oversight. That structure reflects reality: AI systems are complex. Their impact spans technology, operations, regulation, and customer experience. Afiniti’s cross–functional governance structure keeps oversight continuous and multidimensional. And accountability doesn’t stop once a model is deployed. AI systems evolve. Data changes. Regulations move. Performance shifts. That’s why governance continues after launch. We maintain: - Real-time monitoring - Model drift detection - Periodic performance reviews - Ongoing fairness validation - Alignment with evolving regulatory requirements There are formal escalation paths. Clear processes. Defined responsibilities. This is part of what it means to be the measurable AI company – not just proving performance but maintaining control and oversight over time. #### Accountability Makes the Other Principles Real Principles like transparency, fairness, data protection, and compliance only matter if they can be tested and sustained. For us, accountability is what makes that happen. It ensures transparency is backed by evidence. It ensures fairness is actively reviewed. It ensures compliance is continuously maintained – not assumed. One clear example is [Afiniti’s on/off benchmarking methodology.](https://www.afiniti.com/video/afiniti-pairing-proof-of-performance/) Rather than relying on model projections, we measure performance through controlled comparisons –running AI-enabled decisions against control groups to isolate incremental impact. This on/off cycle allows customers to see exactly what the system is contributing. It is a disciplined, repeatable way to validate outcomes. The same rigor applies to fairness monitoring, data governance, and regulatory alignment. Each is structured. Each is reviewed. Each has defined ownership. Responsible AI is not sustained by intention. It is sustained by proof. ### Responsible AI as a Standard — and a Differentiator AI is under more scrutiny than ever. Enterprises are no longer satisfied with performance claims alone — they expect clarity, proof, and governance that can stand up to review. That is where an accountability-first approach becomes differentiating. AI should be understandable, transparent, and aligned to outcomes that matter. Measurable results require measurable responsibility. Afiniti’s accountability-first approach is a differentiator because it pairs high performance with disciplined governance – proving impact while maintaining control. This article is the first in our Responsible AI series. Next, we’ll explore **Explainability –** how complex AI systems can remain understandable and why clarity is essential to lasting trust. **Categories:** Responsible AI **Tags:** Blog --- ### [Explainability in AI: Bringing Insight, Transparency, and Confidence](https://www.afiniti.com/explainability-in-ai/) **Published:** March 25, 2026 **Author:** Bengu Gungoren **Content:** ###### AI can drive powerful business outcomes – but only if you understand how it works. At Afiniti, explainability is a core part of how we build **solutions designed to support transparency and informed insight** that organizations can trust and confidently act on. In this second installment of our Responsible AI series, we focus on explainability – and why it’s essential for turning AI from a “black box” into a strategic advantage. ### What Do We Mean by Explainability? Explainability is about making AI understandable. It means providing visibility that supports customer monitoring and mitigation efforts, such as: - How decisions are made - What data and signals influence those decisions - How results can be evaluated and understood within their operational context - Where potential bias may emerge – and how it can be monitored and addressed within applicable governance processes In short, AI shouldn’t just produce outcomes – it should provide insight into how those outcomes are generated. At Afiniti, we design our AI to be **observable, explainable, and grounded in evidence**, so customers can see not only what is happening, but how. ### Why Explainability Matters #### Building Trust Through Transparency AI delivers its greatest value when people trust it. Without visibility, even high-performing models can feel like “black boxes,” making it difficult for organizations to adopt and scale them. Explainability removes that uncertainty by making AI decision processes more interpretable – helping teams understand how predictions are formed and how outcomes are achieved. At Afiniti, we build this transparency directly into how we deliver AI. We translate complex model behavior into meaningful human-readable insights so both technical and business teams can understand how decisions are made and what drives performance. This helps position our AI as powerful as well as a solution teams can confidently rely on. #### Strengthening Accountability and Governance Explainability is also critical for **AI accountability and governance**. When decisions are linked to data, logic, and measurable outcomes, organizations can: - Validate performance - Ask informed questions - Maintain oversight of AI-driven processes This creates a stronger foundation for responsible AI – where decisions are not only effective but also supported by documentation and aligned with governance expectations. That’s why Afiniti grounds its AI in measurable, evidence-based performance. Our approach is based on [transparent benchmarking](https://www.afiniti.com/video/afiniti-pairing-proof-of-performance/) and continuous evaluation, giving customers structured performance insights, consistent evaluation approaches, and materials that support customer validation. This means that AI performance isn’t something you have to trust – it’s something you can understand and meaningfully evaluate. #### Supporting Fairness and Bias Detection Explainability makes it possible to understand how models behave across different conditions, including: - Which inputs most influence outcomes - How results vary across different groups or scenarios - Where operational context impacts performance Explainability also plays a critical role in how we approach fairness. By providing insight into model behavior, we enable ongoing monitoring of how outcomes are generated, where bias may emerge, and how mitigation approaches can be evaluated and adapted over time. This continuous visibility helps support alignment with both operational realities and evolving expectations. #### Enabling Better Business Decisions **Explainability doesn’t just support governance – it improves business outcomes.** When leaders understand how AI works, they can make better decisions about how to deploy, optimize, and scale it. Instead of treating AI as a fixed tool, they can use it strategically – aligning it with business goals and continuously improving performance. And importantly, explainability is not static. We work closely with our customers through regular reviews, model walkthroughs, and collaborative evaluation cycles – creating an ongoing dialogue around performance, transparency, and governance. This ensures that explainability remains practical, relevant, and actionable as business needs to evolve. ### Explainability Is Essential to Responsible AI As organizations scale AI across increasingly complex environments, trust becomes a competitive advantage. Explainability is what enables that trust – by making AI transparent, measurable, and aligned with governance needs. It helps organizations understand how decisions are made, evaluate performance with confidence, and maintain meaningful oversight as AI becomes more embedded in day-to-day operations. At Afiniti, this isn’t an add-on – it’s core to how we build and deliver AI. Our commitment to explainability ensures our systems are not only high performing, but also supported by [responsible AI](https://www.afiniti.com/responsible-ai/) practices, and aligned with our customers’ goals and expectations. In the next post in our Responsible AI series, we’ll explore **Fairness** – and how we design AI systems to promote equitable outcomes, reduce unintended bias, and support more responsible decision-making. **Categories:** Responsible AI **Tags:** Blog --- ### [Fairness in AI: Designing Technology That Works Better for Everyone](https://www.afiniti.com/fairness-in-ai/) **Published:** April 15, 2026 **Author:** Bengu Gungoren **Content:** ###### When AI supports real people and decisions, fairness matters. As AI becomes more embedded in how organizations operate, it’s important to consider how outcomes are shaped, how different factors may influence results, and how potential risks, including unintended bias, are identified and mitigated. At Afiniti, we integrate fairness considerations across the AI lifecycle, from design through deployment and ongoing operation within the scope of a system’s intended use, current technical capabilities, and applicable legal and contractual requirements. Because these systems operate within complex environments, we also work closely with our clients to evaluate how they are applied in practice – helping align fairness-related assessments with specific use cases, client-defined objectives, and evolving industry expectations. ### What Fairness Means in Practice Fairness in AI starts with **intention** **and discipline.** AI systems learn from data, interact with human workflows, and can influence outcomes in different ways depending on context. That’s why fairness must be addressed across the entire AI lifecycle, from early design decisions through deployment and ongoing operation, within the boundaries of applicable legal, technical, and operational capabilities. At Afiniti, our approach to fairness focuses on: - Proactively working to identify and reduce potential sources of unintended bias where such risks are reasonably foreseeable and technically assessable. - Designing and evaluating our systems in an effort to mitigate material disparities in performance, where relevant and contextually appropriate, based on the use case, available data, and lawful evaluation methods. - Continuously evaluating system outputs, often in collaboration with our clients, to help detect potential patterns or indicators of statistical disparities where technically feasible and legally permissible. While AI systems inherently involve residual risk, we apply ongoing monitoring and human oversight designed to support risk awareness and informed decision-making, rather than guaranteespecific outcomes. Our approach is grounded in governance practices and system design considerations that help ensure fairness is actively considered throughout the lifecycle. ### Why Fairness Matters Afiniti’s AI is used across a wide range of industries and real-world environments, where it supports decision-making, shapes interactions, and influences outcomes at scale. Because of this, fairness plays an important role in how organizations build confidence in AI-driven insights, ensure systems behave consistently within defined parameters, and maintain trust with customers, partners, and stakeholders. At the same time, fairness is not one-size-fits-all. Expectations can vary depending on the use case, industry, and deployment context. What matters in one environment may not apply in another, which is why fairness must be evaluated within the realities of how AI is actually used. At Afiniti, we work closely with our clients to understand these nuances – including their objectives, operational environments, and regulatory considerations. We provide tools, documentation, and technical support to help make fairness assessments more practical, relevant, and adaptable as expectations and standards continue to evolve. ### How Fairness Is Applied Across the AI Lifecycle Fairness cannot be accounted for through a single control or checkpoint. It is supported through a combination of governance, technical practices, and ongoing review, applied throughout the AI lifecycle and in coordination with client-side controls and responsibilities. #### Data: Intentional Use and Governance Fairness begins by defining the scope and data relevance. At Afiniti, we take an intentional approach to data governance, focusing on using data for defined and legitimate purposes, and limiting use to what is relevant and necessary. These decisions are guided by practices that prioritize data minimization, relevance, and an awareness of potential impacts on individuals, consistent with applicable data protection requirements. Because data configurations often reflect specific client environments, we work closely with our clients to align on governance expectations and provide visibility into how data contributes to system behavior. #### Design: Building Systems with Fairness in Mind Fairness is also considered at the design stage. We proactively work to identify and reduce potential sources of unintended bias where such risks are reasonably foreseeable and technically assessable. Our systems are designed and evaluated in an effort to mitigate material disparities in performance, where relevant and contextually appropriate, based on the use case, available data, and lawful evaluation methods. #### Testing: Validation and Bias Evaluation As systems are developed, validation and testing approaches are applied to better understand how models behave. These evaluations go beyond overall accuracy and may include assessing performance across relevant segments, based on deployment context, using lawful, context-appropriate data and evaluation methods. The goal is to surface potential unintended patterns or disparities, not to guarantee uniform outcomes, but to support a more informed and contextual understanding of system performance. #### Monitoring: Ongoing Review of System Behavior **Fairness is not static.** We maintain ongoing monitoring of model outputs and system behavior to observe changes over time, identify outcomes that may warrant closer review, and support timely adjustments where appropriate, consistent with system design, contractual scope, and governance requirements. These processes are carried out in alignment with system design, contractual scope, and governance requirements. #### Collaboration: Working with Clients in Context Because AI systems operate within complex, real-world environments, collaboration with our clients is an essential part of how fairness is evaluated. Client insight helps contextualize outcomes, align assessments with specific use cases, and inform how fairness-related risks are interpreted and managed, recognizing that deployment decisions and use case objectives are defined by clients within their own governance frameworks. Where relevant, we provide supporting materials and insights to help clients assess potential impacts and determine any additional mitigation or governance steps within their own frameworks. #### Oversight: The Role of Human Judgment Human oversight remains a critical component throughout the AI lifecycle. AI systems do not operate in isolation, and informed judgment plays an important role in reviewing outputs, interpreting results, and guiding decisions about how systems are used in practice. This shared responsibility supports a more thoughtful and context-aware approach to managing fairness-related considerations. ### Fairness, Transparency, and Ongoing Responsibility Managing fairness requires a clear understanding of how AI behaves in practice. At Afiniti, fairness is fundamentally linked to appropriate levels of [transparency](https://www.afiniti.com/responsible-ai-principles/) and [explainability](https://www.afiniti.com/explainability-in-ai/), helping provide the visibility needed to interpret outcomes, assess system behavior, and identify areas that may require closer attention. By supporting interpretable outputs and maintaining open collaboration with our clients, we aim to enable more informed insight into how AI systems operate, so potential issues can be surfaced and addressed within the appropriate context. Fairness is not a static goal. As technologies, data sources, business needs, and global expectations evolve, fairness considerations must be revisited and refined. At Afiniti, fairness is addressed as an ongoing responsibility embedded across our product suite, supported by continuous collaboration with our clients and informed by evolving regulatory, technical, and ethical standards. This approach is designed to help organizations better understand how AI systems behave, manage potential risks, and make more informed decisions in real-world environments. ***Disclaimer:*** *This post reflects Afiniti’s general approach to Responsible AI as of April 2026. It is provided for informational purposes only and does not constitute a legal guarantee, a contractual commitment, a warranty of specific system performance, or a representation of compliance for any particular deployment.* **Categories:** Responsible AI **Tags:** Blog --- ### [Transparency in AI: Building Visibility, Accountability, and Trust](https://www.afiniti.com/transparency-in-ai/) **Published:** May 12, 2026 **Author:** Bengu Gungoren **Content:** ###### As AI becomes increasingly embedded in complex, high‑stakes business decisions, trust is the primary currency of the digital economy. Organizations today are not only expected to demonstrate that their AI systems perform effectively, but also to provide clarity into how those systems operate, how decisions are informed, how risks are managed, and how outcomes are evaluated over time. Without this visibility, even well-performing AI can be difficult to assess, govern, and confidently use at scale. Transparency is **no longer a “****nice****‑to‑****have****” corporate value**; it is an operational requirement for building, deploying, and managing AI responsibly. It enables organizations to better understand system behavior, support oversight, and align AI-driven outcomes with real-world expectations as conditions evolve. ### What Transparency Means in Practice Transparency in AI is about providing meaningful visibility into how systems are designed, how they function, and how outcomes are generated, so stakeholders can understand and assess them within their intended context. Transparency helps clarify not only what a system is doing, but also the conditions under which performance may vary, the factors that influence outputs, and the boundaries within which the system is expected to operate. At Afiniti, our approach to transparency focuses on making this information practical, role-appropriate, and useful for oversight. This includes: - **System Specifications** Defining the intended purpose, operating context, known boundaries, and conditions under which performance may vary. - **Methodological Clarity** Providing insight into the types and roles of data used to inform AI‑driven decisions, without compromising underlying data security or confidentiality. - **Operational Guidance** Maintaining comprehensive documentation that supports safe, effective interaction with AI systems across different user roles. - **Outcome Alignment** Demonstrating how AI results align with defined business objectives, performance expectations, and operational controls. This visibility is balanced with a rigorous approach to privacy and security. The goal is to make system behavior and outcomes understandable while protecting sensitive data, proprietary information, and the integrity of the systems themselves. ### Transparency as a Foundation for Traceability and Accountability Transparency plays a critical role in enabling accountability within AI systems. When stakeholders have visibility into how systems operate and how outcomes are generated, it becomes easier to understand where responsibility sits, how decisions are supported, and how systems can be evaluated over time. This is particularly important in environments where AI contributes to decision-making processes. Transparency helps distinguish where AI provides input or decision support, and where responsibility remains with human operators, ensuring accountability is defined and actionable in practice. At Afiniti, transparency is designed to support this level of oversight by providing the structures needed for evaluation, governance, and intervention where appropriate. This includes maintaining logs, records, and documentation that support internal review and, where appropriate, external assessment; enabling stakeholders to evaluate system impact against operational, ethical, and performance expectations; and establishing clear pathways for monitoring, escalation, and corrective action when outcomes require further review. By embedding transparency into governance frameworks, AI systems can be better understood, evaluated, and managed, reinforcing their role as tools that support human decision-making rather than replace it. ### Transparent Design: Moving Beyond the Black Box Transparency begins well before a system is deployed. For AI to be understood and trusted, visibility needs to be built into how systems are designed, not added later. At its core, transparent design is about clearly defining how a system is intended to function, what assumptions shape its behavior, and where its boundaries lie. This helps ensure that AI systems are not treated as **“black boxes,”** but as tools that can be understood, evaluated, and used within appropriate context. At Afiniti, this approach is reflected in how we develop and document our AI systems, with transparency practices tailored to each system’s role, operational context, and potential impact. Key elements include: - **Intended Use** Clear articulation of where an AI system should – and should not – be applied. - **Assumptions and Dependencies** Documenting key logic, constraints, and external factors that influence system behavior and performance. - **Human**‑**in**‑**the**‑**Loop Controls** Defining roles for human oversight and review to ensure AI recommendations remain subject to expert judgment. By embedding these considerations into system design, transparency becomes a built-in characteristic rather than a retrospective addition. #### Making AI Behavior and Outcomes Understandable Advanced AI systems can involve significant complexity, but the way they behave, and the impact they create, still needs to be understandable for the people responsible for using and overseeing them. Transparency and [explainability](https://www.afiniti.com/explainability-in-ai/) are closely connected, but they are not the same. Transparency focuses on understanding the broader design, purpose, and boundaries of an AI system, while explainability relates more specifically to the factors influencing individual recommendations or outcomes. At Afiniti, our approach combines both perspectives to help provide a more complete understanding of how AI systems operate in practice. This includes evaluating the key factors that influence outputs, assessing how changes in inputs may affect outcomes under different conditions, and providing visibility into how systems balance considerations such as performance, responsiveness, efficiency, and fairness. Transparency also means clearly communicating known limitations and identifying situations where additional review, context, or human judgment may be required. #### Continuous Performance Monitoring and Measurement Transparency does not end once an AI system is deployed. As systems evolve and operating conditions change, ongoing monitoring becomes essential to understanding how AI performs over time and whether outcomes continue to align with expectations. At Afiniti, transparency is closely tied to continuous measurement and evaluation. Our approach includes monitoring for changes in system behavior, identifying potential performance drift or emerging risks, and conducting ongoing reviews to help ensure alignment with operational objectives, governance expectations, and system design considerations. In practice, transparency is demonstrated through **objective, observable performance comparison mechanisms**. For example, within certain AI‑driven optimization contexts, Afiniti employs a [patented benchmarking](https://www.afiniti.com/video/afiniti-pairing-proof-of-performance/) approach in which the AI system cycles on and off in short, controlled intervals. By measuring outcomes during these “off” periods and comparing them to periods when the system is active, customers can **evaluate** the incremental impact delivered by the AI, such as improvements in revenue or other key business metrics. This approach allows customers to assess performance using their own operational data, creating a transparent, measurable, and defensible view of AI value that supports internal governance, auditability, and trust. When issues are identified, transparency supports timely investigation, remediation, and organizational learning, strengthening systems over time. ### Transparency in Practice: Supporting Customers and Building Trust Transparency is not a one-time disclosure; it is an ongoing responsibility that continues throughout the AI lifecycle. As AI systems evolve, organizations need continued visibility into how these systems operate, how outcomes are evaluated, and how governance expectations adapt alongside new technologies, use cases, and operational environments. Maintaining this level of transparency helps support more informed oversight, clearer accountability, and greater confidence in how AI is used in practice. At Afiniti, transparency is embedded across the lifecycle through ongoing documentation, explainability practices, performance evaluation, and governance processes designed to support long-term visibility into system behavior and impact. This approach helps organizations better understand how AI systems function within their own environments, evaluate outcomes in context, and maintain appropriate oversight as conditions change over time. In the next post in our [Responsible AI Corner](https://www.afiniti.com/blogs/) series, we’ll explore **Data Protection**, and how Afiniti approaches privacy, security, and responsible data practices across the AI lifecycle to help support trustworthy and resilient AI systems. **Categories:** Responsible AI **Tags:** Blog --- ### [Data Protection in AI: Safeguarding Privacy, Security, and Trust](https://www.afiniti.com/data-protection-in-ai/) **Published:** July 7, 2026 **Author:** Bengu Gungoren **Content:** ###### AI is only as trustworthy as the data behind it. Data is **at the heart** of every AI system. Data enables AI to identify patterns, generate insights, and support better decisions, but it also comes with responsibility. Organizations today expect more than innovative AI solutions. Organizations need confidence that the data powering those systems is collected, used, stored, and protected responsibly throughout the AI lifecycle. Strong data protection practices are essential not only for safeguarding sensitive information, but also for building [trust](https://www.afiniti.com/responsible-ai-principles/) in how AI systems operate. Protecting data is no longer just a security consideration; it is a fundamental part of responsible AI. ### Data Protection by Design Data protection is not a single control or checkpoint; it is an ongoing practice that **spans the entire AI lifecycle.** From the moment data is collected to the way it is processed, stored, and ultimately used, every stage plays a role in protecting privacy and maintaining trust. A strong data protection strategy goes beyond securing information. It also involves collecting only the data needed for a specific purpose, defining how that data will be used, and applying appropriate safeguards throughout its lifecycle. These practices help organizations reduce risk while ensuring AI systems continue to deliver meaningful outcomes. At Afiniti, our approach to data protection is guided by the principles of privacy by design and responsible data stewardship. We work closely with our customers to ensure data is handled securely, transparently, and in line with agreed purposes and governance requirements. This includes: - **Data minimization** Using only the data necessary to support the intended AI use case. - **Client-controlled data** Working with data sources that are vetted and approved by each customer, with data source ownership remaining with the client. - **Secure data handling** Applying appropriate technical and organizational safeguards to protect data during transfer, storage, and processing. - **Privacy by design** Embedding privacy considerations into how AI systems are designed, deployed, and maintained; not merely adding privacy considerations after the fact. ### Managing Data Responsibly Across the AI Lifecycle Responsible data protection extends beyond collecting and securing information. It also requires thoughtful decisions about what data is used, how it is protected, and how it is managed throughout the AI lifecycle. Together, these practices help organizations balance innovation with privacy, security, and responsible AI governance. #### Using Data Responsibly Every AI system depends on data, but responsible AI depends on using that data **thoughtfully**. The **quality, relevance,** and **governance of data** all influence how AI systems perform and how confidently their outcomes can be trusted. At Afiniti, we work with our customers to ensure the data used to power our AI systems is purposeful, relevant, and appropriate for the intended use case. Data sources for each customer are mutually agreed upon by Afiniti and the customer, fully documented, and reviewed to help ensure the data sources are collected and used responsibly. Our AI models are designed to learn from operational data that helps identify successful interaction patterns, including telephony, outcomes, contextual, and operational data. Where appropriate and approved by the customer, third-party data may also be incorporated to support AI-driven optimization. Equally important is **what we don’t use**. As part of our [Responsible AI](https://www.afiniti.com/responsible-ai/) approach, we intentionally exclude certain types of data from our AI models, including: - Protected class data - Agent survey data - Web-scraped data #### Protecting Data Throughout the AI Lifecycle Protecting data doesn’t stop once it has been selected. Responsible AI also depends on how data is accessed, transferred, processed, and managed throughout its lifecycle. A strong data protection approach includes limiting data access to what is necessary, transferring only the information required for the intended use case, respecting customer ownership of their data sources, and applying appropriate safeguards such as encryption or hashing where needed. ### Data Protection in Practice Data protection is not a one-time activity; it is an ongoing responsibility that evolves alongside AI systems, technologies, and the environments in which they operate. As organizations continue to adopt AI, maintaining strong privacy and security practices requires continuous attention to how data is collected, used, protected, and governed throughout its lifecycle. Embedding these considerations into everyday processes helps support responsible AI while strengthening trust in the systems that rely on data. In the final post of our [Responsible AI Corner](https://www.afiniti.com/blogs/) series, we’ll explore Compliance, and how maintaining alignment with applicable laws, regulations, contractual obligations, and evolving industry guidance helps support the responsible development and deployment of AI. **Categories:** Responsible AI **Tags:** Blog --- ### [Compliance in AI: Turning Responsible AI Principles into Practice](https://www.afiniti.com/compliance-in-ai/) **Published:** July 20, 2026 **Author:** Bengu Gungoren **Content:** ###### Responsible AI isn’t defined by a single principle. Building AI that people can trust requires accountability, explainability, fairness, transparency, data protection, and compliance working together. As AI continues to evolve, organizations are expected not only to develop innovative technologies, but also to ensure those technologies align with applicable laws, industry standards, contractual obligations, and internal governance practices. Compliance provides the framework that helps turn responsible AI principles into consistent, everyday practice. At Afiniti, compliance is embedded throughout our Responsible AI approach, helping ensure our AI systems continue to evolve alongside changing regulatory expectations, customer requirements, and industry best practices. ### Compliance Beyond Regulations The rapid pace of AI innovation is reshaping not only how organizations use technology, but also the expectations around how that technology should be governed. As AI becomes more deeply integrated into business operations, responsible deployment requires more than meeting today’s legal requirements, it calls for governance that can adapt alongside evolving technologies, risks, and industry expectations. In this context, compliance extends beyond laws and regulations. It also includes contractual commitments, internal policies, and recognized industry best practices that help organizations manage risk, strengthen oversight, and build confidence in how AI systems are developed, deployed, and used. At Afiniti, we view compliance as an ongoing commitment rather than a one-time exercise. We continuously monitor legal and regulatory developments while working to align our responsible AI practices with evolving guidance and industry best practices. ### Putting Compliance into Practice Responsible AI compliance cannot be owned by a single team or achieved through a single process. It requires **collaboration across disciplines** and continuous oversight throughout the AI lifecycle, from design and development to deployment and ongoing monitoring. #### Shared Responsibility Building responsible AI requires expertise from across the organization. Product, engineering, data science, legal, compliance, information security, data governance, and customer-facing teams all play an important role in helping ensure AI systems are designed, deployed, and managed responsibly. By bringing together different perspectives, organizations can better identify risks, strengthen governance, and make more informed decisions throughout the AI lifecycle. **This collaborative approach** is reflected in Afiniti’s Responsible AI program, which brings together cross-functional teams to help embed responsible AI considerations into how our technology is developed, delivered, and continuously improved. #### Adapting to an Evolving Landscape Responsible AI compliance is an ongoing process rather than a fixed destination. As AI technologies mature and regulatory expectations continue to develop, organizations must regularly review and evolve their governance practices to keep pace with new risks, opportunities, and industry guidance. **This commitment extends beyond today’s requirements.** We continuously monitor developments in AI-related laws, regulations, and industry best practices to help ensure our [Responsible AI program](https://www.afiniti.com/responsible-ai/) evolves alongside the broader landscape. Ultimately, compliance brings together all of the principles we’ve explored throughout this Responsible AI Corner series. [Accountability](https://www.afiniti.com/responsible-ai-principles/), [Explainability](https://www.afiniti.com/explainability-in-ai/), [Fairness](https://www.afiniti.com/fairness-in-ai/), [Transparency](https://www.afiniti.com/transparency-in-ai/), [Data Protection](https://www.afiniti.com/data-protection-in-ai/), and Compliance each play a distinct role, but together they provide the foundation for designing, deploying, and governing AI systems that organizations can understand, trust, and use responsibly. At Afiniti, these principles guide how we build and evolve our AI solutions, helping us deliver meaningful business outcomes while remaining aligned with the expectations of our customers, stakeholders, and the communities we serve. **Categories:** Responsible AI **Tags:** Blog --- ### [Where Customer Experience Actually Happens: Rethinking the Contact Center in a Multi-Channel World](https://www.afiniti.com/where-customer-experience-actually-happens-rethinking-the-contact-center-in-a-multi-channel-world/) **Published:** December 9, 2025 **Author:** Bengu Gungoren **Content:** ###### Customer experience no longer unfolds in a straight line. It moves across apps, websites, self-service flows, agentic AI, stores, and finally, when none of those paths succeed, the contact center. For many companies, this last stop is still treated as a cost center or a fail-safe. But for customers, it’s something much more consequential: **It’s where their entire experience is decided.** Not because the contact center handles the most interactions, it doesn’t. But because it handles the ones that matter most. And in a landscape where expectations are rising, patience is shrinking, and digital systems rarely behave perfectly, the contact center has quietly become the defining arena for trust, loyalty, and long-term value. In practice, modern CX isn’t shaped by technology alone. It’s shaped by a set of forces that influence how customers feel the moment a conversation begins and whether they believe the organization will stand behind the promises it makes. **The Shift No One Talks About: Voice Isn’t Just a Channel. It’s the Trust Environment.** Organizations have spent years investing in automation, self-service, and channel expansion. Yet despite these advancements, customers continue to reach for a human being when the stakes are high or the frustration is deep. What lands in the contact center today are the interactions that carry emotional weight: - the customer who tried four channels before giving up - the one who needs an immediate solution - the one who is anxious, confused, or dealing with a high-impact issue - the one navigating a broken process that should have worked The [voice channel](https://www.afiniti.com/conversational-ai/ai-voice-agents/) has become the environment where digital failures surface, and where customer sentiment is either repaired or permanently damaged. This shift is explored in [Why the Contact Center Still Matters in the Age of Digital CX](https://www.afiniti.com/why-the-contact-center-still-matters-in-the-age-of-digital-cx/), which reframes voice not as an outdated channel but as the place where trust is earned in real time. **Customer Experience Is No Longer About the Call. It’s About the Journey That Arrived There.** By the time a customer speaks to a person, the initial problem is only part of the story. The emotional context matters more: Did the website contradict itself? Did the app fail at checkout? Did automation loop them in circles? Did the customer already feel ignored? Two people can experience the same resolution but interpret it differently depending on what happened before the call. This is why customer experience cannot be evaluated solely through operational metrics. The emotional state entering the conversation is often the biggest determinant of the emotional state exiting it. That idea is examined further in [Perception at the Core of Customer Experience in the Contact Center](https://www.afiniti.com/perception-at-the-core-of-customer-experience-in-the-contact-center/), which explains why perception, not process, drives the real outcome. **Context Is the Missing Infrastructure in Most Contact Centers** When customers move between channels, companies often lose visibility into those movements. A customer may try a self-service option, attempt a purchase, troubleshoot online, abandon the journey and then call. But unless the systems that captured those steps speak to each other in real time, the agent sees none of it. Customers then face the single most universal frustration in CX: “I just did that. Why don’t you know?” This leads to an invisible tax on both sides: - customers must repeat themselves - agents must rebuild the story from scratch - resolution slows - frustration rises - empathy becomes harder to deliver This problem, and its implications, is explored in [Data Persistence or Agent Persistence?](https://www.afiniti.com/data-persistence-or-agent-persistence/), which argues that asking customers to start over is no longer acceptable in a world where technology should enable continuity, not undermine it. **The Most Damaging CX Failure Isn’t a Defect. It’s Inconsistency.** Modern journeys span channels, but most companies still manage channels as separate ecosystems. This leads to mismatches that feel like broken promises; the digital tool says one thing, the agent says another and the store says something entirely different Inconsistency erodes trust faster than inconvenience. A customer can forgive a delay or an error. They rarely forgive contradictory information. Consistency doesn’t require every channel to do everything. It requires every channel to reflect the same reality. This challenge is dissected in [The Other Half: Channel Consistency](https://www.afiniti.com/the-other-half-channel-consistency/), which examines how misaligned policies, systems, and capabilities undermine even the strongest CX strategies. **The Real Path to Fewer Calls Isn’t Automation. It’s Defect Elimination.** Every CX leader today contends with the pressure to reduce call volume in the [AI contact center](https://www.afiniti.com/ai-contact-center/). But fewer calls are only a win when they come from fewer problems, not fewer pathways to help. Digital tools can create efficiencies, but they also create new points of failure; broken flows, unclear messaging, partial capabilities, dead ends and inconsistent rules. When these breakdowns happen, customers inevitably turn to human support. The question is not: How do we reduce calls? The question is: Why are customers calling at all? This principle is central to [Reducing Calls or Reducing Defects?](https://www.afiniti.com/reducing-calls-or-reducing-defects/), which argues that true CX improvement comes from solving root causes, not creating new layers of digital insulation. **So Where Does CX Go Next?** Modern customer experience is no longer about adding more channels, more automation, or more features. It is about creating: - **continuity** instead of resets - **clarity** instead of contradictions - **coherence** instead of fragmentation - **empathy** instead of escalation - **simplicity** instead of system complexity - **prevention** instead of troubleshooting The contact center becomes the crucible where all of these forces converge. It is where broken digital experiences are felt most acutely, and where organizations have a final opportunity to restore confidence. In an era defined by technological acceleration, the differentiator will not be how automated a journey becomes, but how human, coherent, and trustworthy the final moments of that journey feel. **Explore the Full CX Power 5 Series by Jerry Adriano** - [Why the Contact Center Still Matters](https://www.afiniti.com/why-the-contact-center-still-matters-in-the-age-of-digital-cx/) - [Perception at the Core of CX](https://www.afiniti.com/perception-at-the-core-of-customer-experience-in-the-contact-center/) - [Data Persistence or Agent Persistence?](https://www.afiniti.com/data-persistence-or-agent-persistence/) - [The Other Half: Channel Consistency](https://www.afiniti.com/the-other-half-channel-consistency/) - [Reducing Calls or Reducing Defects?](https://www.afiniti.com/reducing-calls-or-reducing-defects/) **Categories:** Customer Experience **Tags:** Blog --- ### [The Contact Center Is a Retention Battlefield. Here Is What We Built to Win It.](https://www.afiniti.com/why-we-built-unified-ai-platform-for-contact-center/) **Published:** May 27, 2026 **Author:** Naveen Kumar **Content:** ###### After two decades inside enterprise contact centers, we keep seeing the same thing. **Contact center technology is being deployed faster than ever. Very little of it is moving the bottom line.** Most organizations we talk to are running into the same core failure. No single system is accountable for whether a customer stays, churns, or grows in value over time. Our [2026 market study](https://www.afiniti.com/industry-reports/outcome-oriented-ai-for-contact-centers/) puts numbers to what we see in the field. 78% of contact center leaders say their technology stack is suboptimal, not because it lacks intelligence, but because that intelligence is scattered. Only 22% say their AI operates as a fully integrated end-to-end strategy. The rest are optimizing for the wrong outcomes and paying for it. Containment rates that look healthy while churn accelerates quietly. Handle times that shrink while resolution quality drops. Every point solution solving one problem and creating new ones. **The stack compounds complexity. It does not orchestrate outcomes.** This pattern shaped every decision we made building today’s platform. Here is what we built, piece by piece, and how they work together ### Afiniti Orchestrator: One System Accountable for the Whole Journey Most enterprises run fragmented stacks. CCaaS platforms, IVRs, workforce management systems, CRMs, routing engines, AI agents and [conversational AI platforms](https://www.afiniti.com/conversational-ai/), each optimizing its own narrow objective, none of them coordinating the full customer journey. Right now, customers often engage through voice, chat, messaging, or digital self-service and are funneled through static workflows that treat interactions too similarly, regardless of intent, customer value, or business impact. A simple issue that could be resolved instantly may wait for a human agent. A high-value customer with a complex need may receive the same treatment as everyone else, with nothing in your stack recognizing they deserve a different experience. **Every system does its job. Nobody owns the outcome.** **Afiniti Orchestrator** closes the gap. It coordinates routing, staffing, channel decisions, and customer context across every system you already operate, in real time, without replacing any of them. Each interaction is evaluated individually to determine the best action for both the customer and the business, and your highest-value customers are recognized and prioritized the moment they arrive. Operational changes are simulated before deployment, so your team sees the downstream impact before committing. And when conditions shift, planned or unplanned, Orchestrator adjusts in real time. Explore [Afiniti Orchestrator](https://www.afiniti.com/products/afiniti-orchestrator/) ### Afiniti Intelligence: Insight That Reaches a Decision Contact centers are collecting more data than ever. Most cannot act on it fast enough to matter. Data is fragmented across systems, insights arrive late, and by the time information reaches someone who can act on it, the moment has passed. Only 51% of contact center leaders say their technology is delivering on its promise despite significant analytics investment. **Insight is not the problem. Getting from insight to decision is.** **Afiniti Intelligence** unifies contact center and enterprise data into a single view. Any operator can explore performance in plain language, without filing a request to the data team. When something goes wrong, Intelligence explains exactly what caused it. It helps teams understand the impact of operational changes before deployment and predicts which customers are at risk for churn. Every recommendation connects directly to action, whether executed by the team or through Afiniti Orchestrator, Afiniti Agents, and Afiniti Pairing. **Insight and execution become the same motion.** Explore [Afiniti Intelligence](https://www.afiniti.com/products/afiniti-intelligence/) ### Afiniti Agents: Built to Deliver Outcomes Most AI agents are built around containment and measured by whether they avoided a transfer. In high-stakes interactions, cancellations, retention, and dispute resolution, those metrics do not protect revenue or customer relationships. Your bot can resolve the stated issue and still lose the customer. **The issue is not automation itself, but what the automation is optimized for.** **Afiniti Agents** is designed differently. It is outcome-oriented rather than containment-oriented. It handles complex, multi-intent conversations across voice and chat. It selects the AI persona most likely to drive the right outcome for that specific customer. And it makes deliberate decisions, escalating to a human when that will produce the better result. When that handoff occurs, full context transfers. No repetition. No reset. Explore [Afiniti Agents](https://www.afiniti.com/products/afiniti-agents/) ### Afiniti Pairing: The $2.5B Foundation the Platform Is Built On Most contact centers recognize that certain agent-customer combinations produce better outcomes, but they have not been able to repeat this at scale. Skills and training matter, but they are only part of the equation. Dynamic factors like customer intent, relationship history, and recent engagement patterns all shape whether an interaction results in retention or churn, revenue gained or lost, frustration or loyalty. Despite this, most routing systems still rely on static rules and generic routing logic, placing high-value customers at great risk. **The match that happens is largely random. It does not have to be.** **Afiniti Pairing** uses prescriptive AI to connect each customer to the agent most likely to achieve the defined business outcome, in real time. It runs continuous ON/OFF control-group testing as standard. Every percentage point of uplift is directly attributable, measured against a live control group. That discipline has produced more than $2.5B in verified incremental value and it is the evidentiary foundation the rest of the platform is built on. Explore [Afiniti Pairing](https://www.afiniti.com/products/afiniti-pairing/) ### What This Means in Practice All four products deploy on top of your existing infrastructure. No migration. No rip-and-replace. The platform extracts more value from your stack by coordinating how decisions are made across all of it. Intelligence identifies where value is being lost. Orchestrator acts on it. Agents handle the interactions where automation will outperform a human. Pairing optimizes every moment a human is involved. **Every outcome feeds back into Intelligence to sharpen the next decision. The flywheel compounds. It does not stop.** This is what outcome orchestration means in practice. The category is defined by accountability, not features. A platform where every interaction is connected to a measurable result. For the full announcement, read the [press release](https://www.afiniti.com/unified-ai-decisioning-platform/). To explore the platform, visit [afiniti.com](https://www.afiniti.com/products/). **Categories:** Customer Experience **Tags:** Blog --- ### [The Growing Gap Between Contact Center AI Investment and Business Outcomes](https://www.afiniti.com/contact-center-ai-outcomes-gap/) **Published:** June 15, 2026 **Author:** Naveen Kumar **Content:** ###### After years of investment in AI, many contact centers are still asking the same question. Where are the results? The latest [CCW Digital Emerging Contact Center Technology Market Study](https://www.afiniti.com/industry-reports/outcome-oriented-ai-for-contact-centers/) reveals a growing disconnect between AI adoption and business impact. Three in five consumers say customer experience got worse over the past year, while 78% of contact center leaders believe their technology stack is not performing as expected. The challenge is no longer deploying AI across the contact center. It is ensuring intelligence, decisions, and actions work together to create measurable outcomes. For a complete breakdown of how AI contact center technology works and where most investments stall, see our [guide to AI contact centers](https://www.afiniti.com/ai-contact-center/). Many organizations have spent years optimizing technologies without establishing a way to optimize outcomes. That disconnect sits at the heart of the growing gap between AI investment and business outcomes. The research highlights three recurring challenges that continue to limit the impact of AI investments across the contact center ### Failure Mode 1: Local Optimization Is Compromising Global Outcomes Most AI investments are introduced with a specific objective. Routing systems improve efficiency. [AI call center voice agents](https://www.afiniti.com/conversational-ai/ai-voice-agents/) reduce interaction volume. Workforce management platforms improve staffing accuracy. Analytics provide deeper insight into performance. Each technology is designed to solve a specific challenge, and in many cases, it succeeds. The challenge emerges when every system is measured against its own objective, with no mechanism for aligning decisions across the broader customer journey. What appears to be progress within one function does not always translate into progress for the organization as a whole. Only 22% of contact center leaders believe their AI environment is fully integrated into an end-to-end strategy. The majority are still managing intelligent systems that operate independently, each pursuing different goals and measuring success differently. **When every system optimizes its own metric, no one is optimizing the customer journey.** This creates a growing gap between operational performance and business outcomes. Faster handle times can reduce resolution quality. Increased automation can drive downstream escalations. Improvements in one area often create trade-offs elsewhere. Customers do not experience individual technologies. They experience a journey. When systems operate independently, customers experience the disconnect between them. That is why many contact centers appear increasingly optimized while customer experience, loyalty, and revenue outcomes remain difficult to improve ### Failure Mode 2: Optimizing for Efficiency Instead of Value For many organizations, AI adoption has been driven primarily by efficiency goals. Budget pressure and productivity targets have accelerated investment in automation, self-service and operational optimization. Today, 86% of contact center leaders cite budget management as a key influence on technology decisions. Cost discipline matters. The challenge begins when efficiency becomes the primary measure of success. **Reducing cost is easy to measure. Creating value is harder and far more important.** Customers differ in intent, value, urgency, and expectations. Yet many organizations continue to apply AI uniformly across interactions and customer segments. The latest research suggests that a singular focus on cost can overlook these differences, limiting the ability to deliver differentiated customer experiences. The result is a contact center that becomes more efficient without becoming more effective. While some interactions should be automated, others have a direct impact on retention, loyalty, revenue, and long-term customer value. That challenge is reflected in the research, with 15% of leaders reporting they have already abandoned at least one-quarter of their technology initiatives because they were unable to prove value. The most successful AI strategies are not measured solely by what they save. They are measured by the outcomes they improve. ### Failure Mode 3: Insight Without Execution Is Eroding ROI Contact centers are generating more customer and operational data than ever before. Every interaction produces signals about customer intent, behavior, sentiment, performance, and outcomes. Yet despite those investments, only 51% of leaders believe their technology is fully living up to expectations. Organizations know which customers are at risk. They know which interactions drive revenue. They know which behaviors correlate with stronger outcomes. The challenge is turning that knowledge into action while the opportunity still exists. **Insight creates potential. Decisions create value.** The issue is rarely a lack of information. More often, it is the inability to apply intelligence when it can still influence the outcome. Data remains fragmented across systems and disconnected from the decisions being made every day. Valuable signals exist, but they often arrive too late or in the wrong place to influence outcomes. The consequence is measurable. Revenue opportunities are missed. Retention risks go unmanaged. High-value interactions receive generic treatment. Customer frustration grows despite increasing investment in intelligence. The organizations creating the greatest value from AI are not collecting more data than their peers. They are creating a stronger connection between intelligence, decision-making, and execution, applying [conversational AI](https://www.afiniti.com/conversational-ai/) and other contact center technologies as a coordinated system rather than a collection of isolated investments. Their advantage comes from acting on insight in real time, when outcomes can still be influenced. ### What High-Performing Contact Centers Are Doing Differently The organizations creating the greatest value from AI are applying it differently. Rather than focusing on isolated improvements, they are looking across the customer journey and asking a different question: where can better decisions create better outcomes? That shift changes how success is measured. Individual metrics still matter, but they are viewed in the context of broader business goals and customer impact. **The future belongs to organizations that optimize decisions, not just systems.** The strongest performers understand that value is created through a series of connected decisions. Improving a single metric may help, but improving the quality of decisions across the customer journey can have a far greater effect on customer experience, loyalty, and growth ### What This Means for Contact Center Leaders The findings from this research suggest that the next phase of contact center AI will be defined less by individual technologies and more by how effectively those technologies work together. Most organizations have already invested in AI across multiple areas of the contact center. The challenge is that intelligence often remains fragmented across systems and workflows, making it difficult to consistently influence the outcomes that matter most. Closing the gap between AI investment and business outcomes requires a more connected approach. Organizations need a way to ensure insights can influence decisions in real time and that those decisions are aligned to customer experience, retention, revenue, and long-term value. The organizations making the greatest progress are not treating AI as a collection of disconnected investments. They are creating stronger connections between intelligence, decision-making, and execution across the customer journey. As AI continues to evolve, the organizations that connect intelligence to action will be best positioned to close the gap between investment and impact. Explore the full **[CCW Digital Emerging Contact Center Technology Market Study](https://www.afiniti.com/industry-reports/outcome-oriented-ai-for-contact-centers/)** to learn how leading contact centers are addressing the growing gap between AI investment and business outcomes. **Categories:** Leader Insights **Tags:** Blog --- ### [How Data and Partnership Drive a Customer-Centric Revolution](https://www.afiniti.com/how-data-and-partnership-drive-a-customer-centric-revolution/) **Published:** August 11, 2025 **Author:** Bengu Gungoren **Content:** ###### Featuring: Lutz Schuler, CEO of VMO2 Use Case: Channel Optimization, Agent-Customer Pairing, AI-Driven CX In today’s rapidly evolving landscape, data is no longer just a competitive advantage – it’s the foundation of survival. As [Lutz Schuler](https://news.virginmediao2.co.uk/leadership/lutz-schu%CC%88ler/), CEO of VMO2 put it: > “*Data is an absolute revolution for our industry. Either we use it the right way, or we lose the customer relationship. As simple as that.*” This candid perspective comes from a leader whose team has been on a transformative journey – leveraging data, AI, and strategic partnerships to drive better customer experiences and stronger revenue performance. ##### From Data to Outcomes: A Shared Journey This organization’s digital transformation began with a simple but ambitious goal: to understand their customers better than anyone else. > “*The core for us is to understand every household, every product price permutation, and then understand the right channel for the household to interact with us.*” This granular understanding of customers became the cornerstone of their strategy. And it’s here where the partnership with Afiniti became critical. > “*This is also your sweet spot. This is the core of our strategy*.” By integrating Afiniti’s AI technology, which pairs customers with agents based on outcomes, the organization began to see measurable benefits, including: - Increased revenue - Higher customer satisfaction - Deeper, data-driven insights into customer behavior and channel preferences ##### A True Collaboration Between Data Teams As with any major transformation, there were challenges along the way – especially when it came to aligning internal teams and external technology partners. > “*In the past, there was a bit of competition between my data team and your team… some of my colleagues saw it as an OR instead of an AND.*” Initially, there was hesitation. Could internal and external analytics efforts truly work in harmony? Over time, the answer became a resounding yes. > “*Now we are at an AND. Afiniti is helping us in certain use cases – using our data and adding it to your data – to ultimately get customers what they want.*” ##### Built on Trust, Proven in Crucial Moments Beyond technology and data, this is a story about trust. > “*We’ve had some crucial moments together. And I could count on Afiniti. You helped us.*” That kind of reliability has turned a vendor-client relationship into a true partnership. > “*You’ve provided value to us. You can count on us. That’s what a partnership is about.*” ##### Key Takeaways - Data is now mission-critical. Organizations that fail to harness data intelligently will lose their customer relationships. - AI enhances – not replaces – internal capabilities. The most effective strategies combine internal data science teams with specialized partners to create a powerful, collaborative “AND” approach. - Personalization drives both CX and revenue. Tailoring product offers and communication channels to each household delivers measurable gains in satisfaction and financial outcomes. - The right partner goes beyond tech. Trust, consistency, and shared goals are what elevate a technology provider into a long-term strategic ally. Want to learn how Afiniti can help your team drive better outcomes from your existing customer data? [Book a Demo.](https://www.afiniti.com/book-a-demo/) See the full interview [here.](https://www.afiniti.com/video/vmo2/) **Categories:** Telco **Tags:** Blog --- ### [Hospitality at Scale: Using AI to Improve Guest Experience](https://www.afiniti.com/hospitality-at-scale-using-ai-to-improve-guest-experience/) **Published:** August 11, 2025 **Author:** Bengu Gungoren **Content:** ###### Featuring: Jessie Burgess, Former EVP & CIO, G6 Hospitality Use Case: AI-Powered Call Center Optimization With over 1,400 properties and 30 million annual guests, [G6 Hospitality](https://g6hospitality.com/ "G6 Hospitality") operates in a high-volume, high-stakes environment. To maintain quality at scale, the company turns to best-in-class partners, especially when it comes to specialized technologies like AI. That’s where Afiniti comes in. > *“Afiniti is AI behavioral pairing technology that uses data intelligently to pair our customers calling in with agents based on likely fit.”* For **Jessie Burgess,** former EVP & CIO at G6, the solution was clear: integrate advanced technology without disrupting day-to-day operations. ##### Seamless Integration, No AI Expertise Required Afiniti’s technology fits directly into G6’s existing Avaya-based platform and routing operations—no overhaul needed. > *“[We didn’t have to be AI experts to deploy it. There are no scripts to learn. It runs transparently.](https://www.afiniti.com/video/g6/)”* Within the first year of going live, G6 saw a 4% increase in reservations when the system was on. And with continuous A/B testing running every half hour, the impact isn’t just noticeable – it’s measurable. ##### More Bookings, More Satisfied Agents At its core, Afiniti enhances what G6 already does best: connecting with customers. The AI doesn’t replace agents – it empowers them. > *“It’s 17,000 more times they get a chance to sell.”* Better pairings mean guests get what they’re looking for faster, while agents are more engaged and effective in their conversations. ##### Results You Can See The G6-Afiniti partnership is built on one thing: performance. > *“Afiniti was just right for us because they’re real. Measurable. Monitored.”* With continuous optimization, data-backed insights, and results-driven execution, G6 has transformed its contact center into a revenue-driving, experience-enhancing engine. ##### Key Takeaways - No AI team? No problem. G6 deployed Afiniti without needing in-house AI expertise or process changes. - Results are transparent and tested. The system runs A/B tests every 30 minutes to prove impact. - Agents are more empowered. With better customer fits, agents are more effective and more satisfied. - Revenue and CX gains go hand-in-hand. Afiniti helped G6 grow bookings while improving guest experience. Want to see how outcome-based AI can transform your contact center? [Book a Demo.](https://www.afiniti.com/book-a-demo/) See the full interview [here.](https://www.afiniti.com/video/g6/) **Categories:** Hospitality **Tags:** Blog --- ### [How AI and Flexibility Drive Exceptional Customer Service](https://www.afiniti.com/how-ai-and-flexibility-drive-exceptional-customer-service/) **Published:** August 11, 2025 **Author:** Bengu Gungoren **Content:** ###### Featuring: Pietro Labriola, CEO, TIM Use Case: Agent-Customer Pairing, Service Quality, Competitive Differentiation Artificial intelligence is reshaping industries, and telecommunications is no exception. For [Pietro Labriola](https://www.gruppotim.it/en/group/organization/chief-executive-officer.html), CEO of TIM, the challenge is clear: succeed in a market that demands speed, resilience, and constant adaptation. > *“Today, AI is certainly driving a historic change. The consumer retail business is one where being lean and executing fast is key. The speed with which this market evolves forces us to change quickly to survive.”* ##### Flexibility as a Competitive Advantage In a global economy, large enterprises often operate with centralized rules that can feel inflexible at the local level. Labriola sees Afiniti’s adaptability as a key differentiator. > *“[With companies like Afiniti, it is easier to negotiate business topics that are country-specific, and even specific to our business model.](https://www.afiniti.com/video/tim/)”* That flexibility allows TIM to adapt solutions to local market needs while still delivering world-class customer experiences. ##### Service Quality as the New Differentiator When mobile operators all provide similar network coverage, customer service becomes the battleground for differentiation. > *“In the past, a customer might choose an operator based on coverage. Today, coverage is essentially the same. So how can an operator differentiate? On the basis of its brand and the quality of its service.”* Afiniti’s AI-powered pairing technology helps TIM ensure that every customer is matched with the best possible representative for their needs – improving satisfaction and loyalty. ##### Pairing That Drives Performance The core of Afiniti’s value lies in understanding both the agent and the customer, then making optimal matches in real time. > *“The capacity to create an optimal pair based on the understanding of the agents and of our clients is a key ingredient of excellent customer service.”* By elevating the quality of each interaction, Afiniti not only improves the customer experience but also strengthens TIM’s competitive position in the market. ##### A Clear Competitive Edge For TIM, the benefits are straightforward: > *“The opportunity for us is clear: Afiniti improves our customer service and provides therefore a key competitive advantage for TIM.”* ##### Key Takeaways - Flexibility matters. Local-market adaptability helps technology partnerships succeed where rigid models fall short. - Service is the new differentiator. In mature markets, customer service quality is where brands win or lose. - AI pairing enhances every interaction. Matching customers with the right representative improves satisfaction and loyalty. - Partnership drives results. Afiniti’s technology delivers both immediate customer experience gains and long-term competitive advantage. Want to learn how Afiniti can help your organization deliver stronger customer connections? [Book a Demo.](https://www.afiniti.com/book-a-demo/) See the full interview [here.](https://www.afiniti.com/video/tim/) **Categories:** Customer Experience, Telco **Tags:** Blog --- ### [Every Call Counts: How To Scale Customer Experience](https://www.afiniti.com/every-call-counts-how-to-scale-customer-experience/) **Published:** August 11, 2025 **Author:** Bengu Gungoren **Content:** ###### Featuring: Jenifer Robertson, Executive VP & General Manager, AT&T Mass Media Use Case: AI-Enabled Customer Experience, Scalable Performance Optimization [AT&T](https://about.att.com/) has always placed customer experience at the heart of its operations. For **Jenifer Robertson**, Executive Vice President & General Manager of [AT&T](https://about.att.com/) Mass Media, delivering great service isn’t just a business goal – it’s a cultural imperative. > *“AT&T has this concept of driving great customer experiences at its core. It’s part of our culture.”* But keeping pace with evolving customer expectations requires more than intention. It requires people, processes, and technology all working in harmony. That’s where artificial intelligence comes into play, and where Afiniti fits in. ##### Empowering People with the Right Tools As Robertson explains, achieving great CX requires a clear focus on three pillars: > *“[To fix the customer experience, you have to get three things right: your people, your processes, and your technology.](https://www.afiniti.com/video/att/)”* AT&T invests in its people – those who are trained and wired to serve. But it’s the interplay between these frontline agents and advanced AI technology that creates real scale. Afiniti’s AI solution integrates seamlessly into this framework, enabling smarter connections between representatives and customers, and reinforcing a service mindset with measurable results. ##### Carving Better Experiences – One Call at a Time Robertson likens CX to the ancient city of Petra: a masterpiece carved gradually, with care and persistence. > *“You have to carve it every single day. It takes every single call, and trying to make the best experience from that call to build big impact.”* By applying Afiniti’s AI technology to most inbound calls (80% with AI on vs. 20% as a control), AT&T is able to track and optimize every interaction. The result? Increased satisfaction and better business outcomes. ##### Smarter Pairing Through Continuous Learning What sets this partnership apart is the ability to constantly improve. Through a data feedback loop, AT&T and Afiniti continually refine algorithms to identify, and repeat, the most effective pairings. > *“We’re constantly sharing data to improve the algorithms… figure out which pairings work better, and repeat those as much as possible.”* This closed-loop learning system not only improves customer satisfaction, but also boosts revenue by maximizing the value of each conversation ##### Key Takeaways - CX is a daily commitment. AT&T treats every interaction as a chance to improve the customer journey. - Technology amplifies human strengths. AI augments – not replaces – frontline agents and their ability to connect. - Partnerships drive smarter outcomes. Through data collaboration, AT&T and Afiniti continuously refine pairing models. - Impact is measurable and scalable. With AI driving 80% of calls, AT&T sees clear gains in satisfaction and performance. Want to learn how Afiniti can help your team carve better customer experiences every day? [Book a Demo.](https://www.afiniti.com/book-a-demo/) **Categories:** Customer Experience, Telco **Tags:** Blog --- ### [Afiniti Delivers First Unified AI Decisioning Platform for Enterprise Contact Centers that Protects & Grows Customer Lifetime Value](https://www.afiniti.com/unified-ai-decisioning-platform/) **Published:** May 28, 2026 **Author:** Bengu Gungoren **Content:** ###### Introducing Afiniti Orchestrator, Intelligence, and Agents: the first platform that optimizes every contact center interaction to positively influence whether customers stay, spend, or come back for more **MAY 28, 2026, WASHINGTON, D.C**. — [Afiniti](http://www.afiniti.com/) today launched three new products on its unified AI platform that will make it easier than ever for enterprise contact centers to optimally manage support issues and protect customer lifetime value. New *[Afiniti Agents](https://www.afiniti.com/products/afiniti-agents/), [Afiniti Orchestrator](https://www.afiniti.com/products/afiniti-orchestrator/),* and[ *Afiniti Intelligence*](https://www.afiniti.com/products/afiniti-intelligence/) now join [*Afiniti Pairing*](https://www.afiniti.com/products/afiniti-pairing/) under one architecture, giving contact centers a single system accountable for whether customers stay, spend more, and come back. ### The Contact Center Is a Retention Battlefield. Most Brands Aren’t Set Up to Win. Customer acquisition has never been more expensive. The brands that win the next decade will win on retention and loyalty built through everyday interactions. The contact center is where that battle is fought, and for most brands, it is where value is quietly lost. The problem is structural. Workforce management handles staffing, routing engines manage queues, CRM systems store customer history, and IVRs control the front door, but no single system determines whether the right customer reaches the right person, through the right channel, at the right moment. In a 300-agent contact center, that gap between insight and action can cost up to $35,000 per hour. *“Every business leader understands the cost of a broken contact center experience: a misrouted call, a frustrated customer, or a high-value relationship lost because the right intervention never happened,” said **Jerome Kapelus, CEO of Afiniti.** “Afiniti was built to close that gap by helping enterprises make smarter decisions to turn the contact center into a growth driver.”* ### One Platform. Four Products. A Flywheel That Never Stops. While most vendors focus on one part of the contact center, Afiniti is designed to optimize the entire customer experience and business outcomes. Afiniti Intelligence connects data across the enterprise to create a unified view of performance, showing where customer value is being lost and where incremental value is being left on the table. It dynamically simulates changes and predicts who is at risk for churn. When risk or opportunity is identified, Afiniti Orchestrator acts in real time to coordinate routing, staffing, and channel decisions across the existing technology stack to drive the right opportunities to the right people and outcomes. Within each interaction, Afiniti Agents help resolve complex customer needs and seamlessly escalate to human agents when necessary, preserving full context during handoff. Afiniti Pairing then connects customers to the specific agent most likely to deliver the best outcome using behavioral science backed by $2.5 billion in control-group-validated results. Every interaction feeds back into the platform, continuously improving decision-making over time. ### About Afiniti Afiniti is the AI decisioning layer for enterprise contact centers. For more than two decades, the company has helped the world’s largest brands turn customer interactions into measurable business outcomes, deploying on top of any existing stack without disruption. The proof is in the results: $2.5 billion in verified incremental value created for customers, with every dollar validated against a live control group. **Media Contact** Fabiola Camacho **Categories:** Company News **Tags:** Latest News --- ### [Afiniti Introduces Outcome Orchestration, Defining a New Standard for Enterprise AI](https://www.afiniti.com/afiniti-introduces-outcome-orchestration-defining-a-new-standard-for-enterprise-ai/) **Published:** January 27, 2026 **Author:** Bengu Gungoren **Content:** ###### Washington, D.C. — January 27, 2026 — [Afiniti](https://www.afiniti.com/), a leader and expert in driving AI-powered measurable outcomes for contact centers, today announced Outcome Orchestration, a new category of enterprise AI. Outcome Orchestration addresses contact center operators’ disappointment with the wide and persistent gap between today’s narrowly focused and bespoke AI products and the hard, measurable outcomes businesses truly need. The rapid adoption of AI tools in contact centers in the past three years has resulted in fragmented decisions that do not consider the entire estate, opaque and sometimes negative performance, and the lack of clarity related to the cause-effect of new products. Outcome Orchestration was designed to overcome these exact challenges with a foundational belief that AI only matters if it consistently and measurably improves outcomes. **Defining Outcome Orchestration** Outcome Orchestration deploys AI products to unify and steer contact center data, intelligence, and decisioning across people, systems, and workflows toward specific business outcomes. Afiniti does not replace existing contact center infrastructure. Rather, it operates alongside existing tools and acts as an overarching intelligence layer within complex environments — orchestrating decisions to achieve business goals identified by contact center business owners and operators. “*If AI does not prove its impact in production, it does not matter,*” said **Jerome Kapelus, Chief Executive Officer of Afiniti**. “*We empower contact center operators to predict change, dynamically adjust resources and priorities, and respond in real time to the uncertainty of daily operations*”. **Proven in Production at Enterprise Scale** Afiniti’s long time expertise and excellence in the contact center industry is already proven through [**Afiniti Pairing**](https://www.afiniti.com/products/afiniti-pairing/), the company’s patented AI technology that dynamically matches customers with the agents most likely to achieve a desired outcome. Pairing has delivered more than **$2.5 billion in measurable value** to clients, validated through continuous implementation in contact centers of all sizes and across various platforms. In 2025, Afiniti achieved **100 percent client retention**, reinforcing a model that earns renewal by delivering results year after year. **A Foundation for Responsible Expansion** Afiniti enters its next phase of innovation and outcome-centric client solutions with a clearly defined category, a proven operating model, and a roadmap focused on responsible expansion. **In 2026, Afiniti will extend Outcome Orchestration beyond pairing** to address a broader set of enterprise decisioning needs across the contact center, including agent experiences, routing decisions, and intelligence. This expanded suite will solve real operational challenges observed across its customer base. **About Afiniti** Afiniti unlocks hidden value in contact centers by applying AI to optimize decisions that drive higher revenue, improved retention, and increased customer lifetime value. Founded in 2006, Afiniti’s patented AI optimization technology determines which decisions within complex environments consistently lead to better business outcomes. Trusted by leading enterprises worldwide, Afiniti has generated more than $2.5 billion in measurable value. Learn more at [www.afiniti.com](https://www.afiniti.com/) Media Contact: **Categories:** Company News **Tags:** Latest News --- ### [Afiniti Appoints Chris Karp as Chief Growth Officer](https://www.afiniti.com/afiniti-appoints-chris-karp-as-chief-growth-officer/) **Published:** October 9, 2025 **Author:** Bengu Gungoren **Content:** ###### **Washington, D.C. – October 9, 2025** – Afiniti, Inc., a global provider of artificial intelligence and customer experience optimization, today announced the appointment of Chris Karp as Chief Growth Officer. Karp has transitioned from Afiniti’s Board of Directors to join the company’s executive leadership team in a full-time capacity. In this pivotal role, he will oversee the growth functions – including Client Services, New Business, Marketing, Commercial Strategy, Partnerships, and New Product Go-To-Market – unifying them under one vision. His leadership and deep industry experience will accelerate Afiniti’s transformation as the company leverages its industry-leading AI pairing solutions into a broader suite of outcome-centric optimization solutions designed to increase customer retention, sales conversion, and revenue growth for enterprises. Chris brings a unique set of skills and experience to Afiniti. He scaled and led an innovative customer service operation at Chewy, was Chief Customer Officer and EVP of Operations at Auctane where he helped to lead AI strategy, and held senior leadership roles at RealPage and Tektronix Communications. Across these roles, he built high-performing teams, delivered strong financial results, and consistently drove client-first innovation. “Chris’s deep understanding of contact center operations and the leading-edge AI products that drive measurable client value will be vital as we expand our capabilities and continue to enhance customer experience journeys,,” said Jerome Kapelus, Chief Executive Officer of Afiniti. “His leadership and strategic vision will play a key role in helping us strengthen client relationships, increase sales conversion, and drive sustainable revenue growth.” “Afiniti’s outcome-driven AI technology has a unique opportunity to redefine how enterprises unlock value from customer interactions,” said Chris Karp. “I’m excited to join full-time to help scale our growth and bring the next generation of AI optimization solutions to market.” **About Afiniti** Founded in 2006, Afiniti is the world’s leading provider of outcome-driven AI technology that optimizes customer interactions across industries. Afiniti’s patented AI Pairing solution identifies and predicts patterns of interpersonal behavior to match each customer with the most compatible agent for desired business outcomes. Trusted by global enterprises in telecommunications, financial services, healthcare, and more, Afiniti has generated more than $2.2 billion in incremental annual value worldwide. To learn more, visit [www.afiniti.com](https://www.afiniti.com/). **Media Contact** **Categories:** Company News **Tags:** Latest News --- ### [Think first: why responsibility needs to be forefront when deploying AI](https://www.afiniti.com/think-first-why-responsibility-needs-to-be-forefront-when-deploying-ai/) **Published:** March 21, 2023 **Author:** Bengu Gungoren **Content:** ###### As the AI race heats up, no business wants to be left behind – and doing things properly will yield even bigger benefits The AI era is upon us, with what seems like new advances every week, pushing the technology to new heights. Between Google, OpenAI, Microsoft and a raft of other companies, new developments that can ease the way we live and work are accessible to people more than ever before. It’s little wonder, then, that businesses are starting to consider how best to integrate AI into their processes to reap the benefits. But thinking before acting is vital in such a fast-moving space. The first-mover advantage that businesses seek out can quickly be negated by the regulatory risks of irresponsible use of AI. “Lots of companies talk about AI, but only a few of them can talk about responsible AI,” says Vikash Khatri, senior vice-president for artificial intelligence at Afiniti, which provides AI that pairs customers and contact-centre agents based on how well they are likely to interact. “Yet, it’s vital that responsibility be front of mind when considering any deployment of AI – the risks of not considering that are too great.” **Think fast, act slower** In part, the fast moving and competitive environment often places the responsible use of AI secondary to gaining market share. The history of AI, says Khatri, has seen companies develop tools that harness the power of AI by making use of big data sets without fully considering what impact they can have on society. Widely used AI tools are trained by trawling the internet and gleaning information from what is found online, which can often replicate and amplify our societal biases. Another problem with AI generated content is that it is often ill-suited to the specific needs businesses may have when deploying AI. “If I’m a broadband provider in the UK, as opposed to a health insurance company in the US, there’s a specific way that I communicate with my customer,” says Khatri. “With respect to the generative AI technology that’s receiving so much attention, it’s important that the AI models being used are trained on the company’s own data, rather than relying solely on generic, third-party data. That way, the organisation remains compliant with global data regulation and the AI models generate content that aligns with the company’s unique approach to its customers.” Khatri points to how a customer service chatbot trained on the way users interact with one another on social media, for instance, could quickly turn quite poisonous rather than supportive, lobbing insults rather than offering advice. “At Afiniti, we use responsible AI design to make those moments of human connection more valuable,” says Khatri. “That in turn produces better outcomes for customers, customer service agents and companies alike. One way we do this is by training our AI models only with the data we need, and we continuously monitor them so our customers and their customers get the results they want, while being protected from bias or other discriminatory outcomes.” It’s not just the risk of alienating customers that should be at the forefront of a business leader’s mind when considering how to roll out AI within their organisation and to their clients. Regulation is on the horizon for AI, and is likely to bring specific requirements for how data is fed into models that are used to give AI its ‘brain’, and how AI is used to handle customer interactions. **Caution avoids consequences** “Before you even start to develop or deploy AI, you must be cognisant of the regulatory landscape,” says Kristin Johnston, associate general counsel for artificial intelligence, privacy and security at Afiniti. “This means examining your governance structure around data compliance to get your house in order first.” AI regulation is complex and constantly changing, and a patchwork of laws across the globe can make it hard for businesses to comply. For example, businesses operating in Europe have different requirements from those with customers in the US, while the UK’s data protection regulation is likely to soon diverge from the European Union’s. The magnitude of the task in responsibly deploying AI is something most businesses have yet to fully wrap their heads around, fears Johnston. “A lot of companies haven’t built out a governance process specifically around AI,” she says. To do so properly, Johnston says it’s important to consider, first, the definitions of ‘AI’ and ‘machine learning’, then to identify how AI is being used within the organisation based on those definitions, and to construct your responsible AI programme accordingly so that all employees are aligned. AI is set to become so ubiquitous that external services that feed into your company may use AI as well. For instance, Google has now introduced generative AI-powered aids to develop documents and slide decks in its cloud-software suite that your employees could soon find themselves inadvertently using without knowing it. And if people in your company aren’t sure what AI is — or even if they’re using it — you can’t be confident your approach to AI is responsible. **Root and branch reform** Johnston stresses that a clearly understood definition of AI within your company is the basis of any AI governance programme. She recommends considering the definition of ‘AI systems’ in the artificial intelligence risk management framework published by the National Institute of Standards and Technology (NIST) in the US as a working definition. “Making sure everyone is aligned is critical, because you want to check for any use of AI throughout your organisation,” she says. “Any protocol worth its salt needs to be able to categorically define who is using AI tools, when they’re using them, what data they’re using and what the limitations of the tools are. It’s also important to ensure AI tools are being used in a way that respects privacy and intellectual property, given the mounting legal actions against some generative AI tools by those who believe their data was used to train the models that power such platforms.” Doing this work in making sure responsibility is front and centre of any AI deployment is vital because it will avoid headaches in the long run. Not only can the irresponsible use of AI lead to trouble, but generative AI’s tendency to ‘hallucinate’ content — in other words, generate untrue responses — could lead to even bigger trouble in the court of public opinion for spreading disinformation. Yet fewer than 20% of executives say their organisation’s actions around AI ethics live up to their stated principles on AI. By putting in place a robust responsible AI programme, companies can avoid the pitfalls that come with leaping headfirst into the promise of AI without considering its drawbacks. “We’re very mindful about ethical and responsible use of data,” says Johnston. “Responsible AI should be a priority for organisations globally.” Responsibly transform your business with AI at [afiniti.com](https://www.afiniti.com). *Originally [published](https://www.raconteur.net/responsible-business/think-first-why-responsibility-needs-to-be-forefront-when-deploying-ai/) in The Times Future of Data and AI report on March 22, 2023.* **Categories:** Responsible AI **Tags:** Latest News --- ### [Afiniti Commended by Frost & Sullivan for its Vision of Using AI to Strategically Match Customers with Service Agents in Contact Centers](https://www.afiniti.com/afiniti-commended-by-frost-sullivan-for-its-vision-of-using-ai-to-strategically-match-customers-with-service-agents-in-contact-centers/) **Published:** April 11, 2019 **Author:** Bengu Gungoren **Content:** ###### The solution creates significant productivity and cost benefits for contact centers and a rich customer experience for callers [**Download the Report**](https://www.afiniti.com/wp-content/uploads/2026/02/frost-sullivan-award.pdf "Frost & Sullivan Best Practices Award - Visionary Innovation Leadership 2019") SANTA CLARA, Calif. — April 11, 2019 — Based on its recent analysis of the global AI-powered customer routing solutions for the contact center market, Frost & Sullivan recognizes [Afiniti](https://www.afiniti.com/) with the 2019 Global Visionary Innovation Leadership Award. Afiniti cultivates empathetic and personalized interactions by utilizing machine learning algorithms to identify subtle patterns of human behavior and pair customers with contact agents in unique ways. It enhances both operational effectiveness and the overall customer experience (CX) by increasing the rates of retention and up-sell and cross-sell opportunities. Therefore, by optimizing service-to-sales, it delivers measurable improvements in enterprise profitability and customer service. “Traditionally, call distribution assigns an incoming call to the next available agent. Afiniti’s platform, in contrast, enables real-time optimized pairing of individual contact center agents with individual customers by identifying subtle patterns of human interaction,” said Mohamed Alaa Saayed, ICT Industry Director & Fellow. “When an agent is free, the solution evaluates the nuance of his/her behavior to predict their suitability for the call. The AI layer also examines the traits of callers in the queue before they are assigned to an agent, mostly out of sequence.” Conventional performance-based routing (PBR) strategies are skewed toward higher-performing agent groups, which results in significant adverse long-term consequences, such as rising attrition levels, lower overall contact center performance, and inefficient use of higher- and lower-performing agents. Afiniti’s solution fosters excellent client and agent satisfaction. Its technology-agnostic solution is known for fast deployment—on average less than eighty days—and those deployments are now moving even faster where Afiniti is natively installed within its clients’ infrastructure. Afiniti integrates with a client’s customer relationship management (CRM), sales, and telephony systems at the back end, allowing it to route calls and then trace them when they result in a sale. Typically, the company allocates no fixed costs to the client and charges no per-seat or per-month pricing. Most of its clients do not pay for the hardware, software, or even a service fee; it presents a complete ‘zero-cost-to-try’ model. Overall, Afiniti reports that it often delivers between 4 percent and 6 percent performance enhancements across revenue, cost, and CX metrics. “Afiniti’s ease-of-use, scalability, and business agility are a result of its integrations with the solutions of industry leaders like Genesys, Cisco, Aspect, Avaya, and Altitude,” noted Saayed “The company services a comprehensive range of sectors including financial services, hospitality, insurance, retail, satellite, TV, telecommunications, and utilities. With more than 150 installations in 21 countries, the company has impacted more than 1 billion interactions of approximately 600,000 optimized agents in various verticals. Its superior value proposition is expected to drive an even greater number in the coming years.” “We are honoured to receive this award and have Frost & Sullivan recognise the results our unique technology is delivering to our clients today,” said Chris Farmer, Chief Marketing Officer at Afiniti. Each year, Frost & Sullivan bestows this award upon the company that demonstrates excellence in growth and customer value. It recognizes the superiority of the product/service as well as the overall customer, purchase, ownership, and service experience offered, which has resulted in the recipient company seeing above-market growth and greater share of wallet. The award lauds the growth, diversification, and sustainability strategies of the company. Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry. **About Afiniti** Afiniti Enterprise Behavioral Pairing™ uses artificial intelligence to identify subtle and valuable patterns of human interaction in order to pair individuals on the basis of behavior, leading to more successful interactions and measurable increases in enterprise profitability. Afiniti operates throughout the world and has measurably driven billions of dollars in incremental value to its clients. Afiniti has over 150 deployments in major enterprises across a range of sectors, including telecommunications, insurance, financial services, hospitality and healthcare, and has optimized more than 600,000 agents and 700 million customers. Afiniti’s technology continually learns and improves, analyzing 1.3 million interactions every day to refine its pairings. For more information, please visit [https://www.afiniti.com](https://www.afiniti.com/). **About Frost & Sullivan** Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today’s market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. [Contact us: Start the discussion](https://www.frost.com/contact-us/). Contact: Kristen Moore P: 210.247.3823 E: Source: Frost & Sullivan **Categories:** Awards **Tags:** Latest News --- ### [AI can enhance human connections – and the customer experience needs this most of all](https://www.afiniti.com/ai-can-enhance-human-connections-and-the-customer-experience-needs-this-most-of-all/) **Published:** October 5, 2023 **Author:** Bengu Gungoren **Content:** ###### AI is driving one of the biggest business transformations in history, where companies are moving fast to figure out how to use the technology to deliver more for customers. The acceleration of AI has also sparked conversations about the effect it’ll have on employment – in particular, whether smart technology is undermining the value of human labour. Across many industries, this fear is playing out in both the customer and employee experience, with a heavy focus on how generative AI will disrupt traditional ways of working, and how people interact with companies. This disruption is often painted in stark terms, where employment opportunities will decline as machines move to the centre stage. But companies that harness this technology to connect and empower people, rather than replace them, will find success with their customers, higher revenue and happier employees. **What the customer experience typically looks like** The contact centre at, say, a large health insurance company is the tip of the spear for the customer experience. The phones are ringing every second with customers wanting to know any number of details of their insurance package. What does it include? How quickly can payouts be made? What paperwork is involved? Each customer is different: one is a first-time caller anxious to be told that they will receive full support; another knows the insurance process well and simply wants clarity on a few details; yet another is frustrated at having to go through the process yet again. On the customer service side, contact centre agents are often grouped by skill set, as determined by the organisation’s business goals. Customers are typically routed to the first available agent within a group based on what they’re calling about, which leaves the opportunity of an optimal connection to chance and money on the table. **Improving, not undermining, the human element of CX** There are two false assumptions about the contact centre. The first is that agents are all alike; the second is that AI can now do the same jobs that humans have typically done – or better. “While generative AI chatbots are great at simple interactions, such as helping a customer get updates on their account, they can’t do everything,” said Syed Adeel Ahmed, VP of AI R&D at Afiniti. “In higher stakes interactions, like when a customer is filing a claim for a health procedure, the empathy only another person can provide makes a huge difference and can’t be replicated by a chatbot.” Afiniti’s CX AI [technology](https://www.afiniti.com/products/afiniti-pairing/) is designed to enhance, not undermine, the human element of the customer experience. Just as each customer has a unique set of needs, each agent has their own set of skills and experience. The key challenge is designing an effective customer experience that harnesses this diversity to successfully match the right agent with the right customer. Afiniti’s technology kicks into gear the second a customer makes contact with a contact centre. It’s at that first point of connection where the experience optimisation begins. “Instead of routing the customer to the first available agent, as is often the case, companies use Afiniti’s AI to pair customers with agents based on historical patterns of data – such as how an agent has handled similar interactions and why a customer has contacted the company in the past,” said Ahmed. “This puts the agent in a position to deliver on critical metrics, like closing gaps in care, so the customer leaves the interaction satisfied.” The success of any AI tool rests on how dynamic it can be, and how it can respond to challenging scenarios. Afiniti’s AI engine trains continuously, and on any given day may take into consideration hundreds of variables, such as product launches and agent turnover, to construct optimal models for connecting customers and agents. The result? A better customer and agent experience and measurable increases in revenue. Afiniti’s innovations support large enterprises – in insurance, telco, finance and hospitality – that are dealing with thousands to hundreds of thousands of calls each day. **Ensuring fairness with AI** Another concern about AI is the potential for bias to emerge and affect its decision-making processes. Afiniti has designed its tool so that it is constantly monitoring signs of bias, and quickly correcting them. “Measurability is essential when implementing any AI technology to ensure it is both safe and effective,” said Ahmed. “At Afiniti we turn our technology on and off throughout the day to create a benchmark. This allows us to continuously track whether bias or other unwanted effects are emerging when our AI is active so we can quickly mitigate them. We use this same capability to precisely measure the value our models are delivering against important business metrics.” Afiniti has also addressed another unwanted effect that many contact centres face – uneven utilisation of agents. Often, contact centre agents considered high performers are routed to more customers than they can handle, while perceived lower performers aren’t given enough customer interactions to deliver on their KPIs. Afiniti applies its technology fairly, harnessing the unique abilities of each agent across the contact centre at all times to ensure a consistent distribution and utilisation of agents – meaning no one slips to the bottom of the pile and no one gets burned out. **The need for human connection isn’t going anywhere** AI is exploding, and as Afiniti shows, the human connection complemented with advanced AI will be the foundation of the future customer experience. After all, customers will always seek the reassurance that comes with human connection – the knowledge that you are being listened to, and that your concerns are being addressed. AI can facilitate a better experience when it works with, not apart from, humans. *Originally [published](https://www.business-reporter.com/technology/ai-can-enhance-human-connections--and-the-customer-experience-needs-this-most-of-all "AI can enhance human connections – and the customer experience needs this most of all") in Business Reporter on October 4, 2023.* **Categories:** Customer Experience **Tags:** Latest Thinking --- ### [Data Persistence or Agent Persistence?](https://www.afiniti.com/data-persistence-or-agent-persistence/) **Published:** September 2, 2025 **Author:** Bengu Gungoren **Content:** ###### In theory, digital channels are supposed to make customer interactions easier. But when data doesn’t persist across those channels in real time, the burden falls squarely on call center agents. Instead of jumping straight into problem-solving, they spend valuable time piecing together a puzzle, trying to figure out what the customer has already done before picking up the phone. ##### The Real-World Experience Think about the last time you tried to resolve an issue online or complete a purchase through an app. Maybe it worked and you were satisfied. But what if it didn’t? If you ended up calling for support, was the agent aware you’d already tried to fix things digitally? Could they pick up right where you left off? Or did you have to start over, explaining everything from scratch? That’s a frustrating experience for any customer — and it puts the agent at a disadvantage from the first hello. ##### Why This Keeps Happening We’re in a multi-channel world. Customers move between stores, websites, mobile apps, and contact centers. But companies often can’t keep up with that movement. A customer might wait in a store without being helped. They might browse online to seek an answer to a problem. Or they might add something to their cart and abandon it when checkout fails. When they call for help, the agent often doesn’t see any of that. No context. No continuity. Just a fresh call and a frustrated customer. ##### The 9:15 p.m. Friction Point Imagine this: It’s late, and you’re online trying to complete a purchase. A message pops up: *“Please call us or visit a store to complete your order.”* But the stores are closed. So, you call. The IVR reminds you that “most transactions can be completed online,” then tells you there’s an eight-minute wait. After twelve minutes, you reach an enthusiastic agent. But she has no record of what you just did online. No visibility into your cart. You’re starting from zero. ##### Agents Deserve Better This lack of real-time data access creates double jeopardy. Customers are already frustrated that the digital channel didn’t work. Then they’re forced to repeat themselves, which escalates the frustration. For agents, it means less time solving problems and more time retracing steps. For customers, it means more friction and less trust. Neither side wins. ##### Proactive Progress, but Still Gaps To be fair, companies have made progress with proactive triggers: outage alerts, billing notifications, and delivery updates are good examples of reducing friction before a customer picks up the phone. Many also capture website and app interactions and write them into databases, though often with a lag. But the gap remains: most organizations still haven’t mastered feeding all that interaction data into the agent’s desktop in real time. That’s the missing link between digital channels and human conversations. ##### The Bottom Line It’s not easy to build systems that write customer activity into databases fast enough for agents to see it in real time. But until that gap closes, we’re relying on agent persistence rather than data persistence. And as customer expectations rise, “pick up where I left off” isn’t a nice-to-have anymore. It’s the baseline. In my next blog, I’ll explore why consistency across these interactions is just as critical as persistence — and how the two together can make or break the customer journey. **Categories:** Agent Experience **Tags:** Blog --- ### [Why the Contact Center Still Matters in the Age of Digital CX](https://www.afiniti.com/why-the-contact-center-still-matters-in-the-age-of-digital-cx/) **Published:** August 19, 2025 **Author:** Bengu Gungoren **Content:** ###### I’ve spent the past 20 years immersed in customer experience, and what makes my perspective a little different is that I’ve lived it from all sides. I’ve led contact center operations firsthand. I’ve built and run end-to-end CX programs, from voice of the customer to journey mapping and operational feedback loops. And I’ve been on the solution partner’s side too, helping organizations adopt AI solutions to improve their contact center performance. ###### That mix lets me bring a holistic view when I work with clients and prospects. At Afiniti, I’m not just talking about technology for its own sake. I’m focused on solving real problems, because I’ve been in the chair and I know what it takes to make change stick. ##### We’ve Come a Long Way Over the last two decades, organizations have invested heavily in broadening how customers engage, through self-service tools, mobile apps, agentic AI, and more. These advances have brought real benefits: lower effort, faster resolution, and greater customer control. That’s a good thing. Customers want options. And companies have rightfully responded by expanding digital channels. But despite all that progress, many customers still pick up the phone. ##### What Hasn’t Changed Even with excellent digital tools in place, there are still moments when people need to speak to someone. And when they do, those moments are rarely simple. What remains in the contact center today are the emotionally charged, high-value, or complex interactions that digital channels often can’t fully resolve. That means the calls that do reach a human agent matter more than ever and they’re harder than ever to handle. It’s not a volume game anymore. It’s a quality game. ##### Why the Contact Center Deserves Renewed Attention These moments, when someone calls you because nothing else worked, are critical. They’re often the difference between retaining a customer and losing one, between resolving an issue and deepening customer frustration. And yet, the contact center is still too often treated as an afterthought, even as the nature of the work becomes more demanding. If you’ve already made great strides in digital experience, this isn’t a call to rewind the clock. It’s a reminder not to forget the value of the voice channel. It’s still where trust is won and lost. ##### Agents Need Support, Too Because today’s calls are more complex, agents need better support. It means giving them the tools, training, and context to respond with clarity and empathy. I got into customer experience during the Sprint–Nextel merger back in 2005. I was asked to help lead part of the integration. At the time, the contact centers were struggling. High call volumes, frustrated customers, and unhappy agents. We pulled together a task force to figure it out. What we uncovered changed the way I think about CX. It wasn’t really a contact center issue. It was a wider customer experience problem. Customers weren’t calling us just to talk. They were calling because something had gone wrong. Their bill didn’t make sense. Their coverage was poor. They didn’t understand the contract they just signed. The contact center was left trying to clean up the mess. That was a turning point for me. I stopped seeing contact centers as support functions and started seeing them for what they really are: the front line of trust. ##### The Metrics That Matter Years ago, during my time at Sprint, we used dropped calls as a measure of network quality. The logic was sound, until we noticed elevated churn in areas with “good” coverage. It turned out some customers had stopped making calls altogether in places where the signal was bad. Our metric was clean, but it masked a problem. That experience taught me to always ask: are we measuring what really matters? Are we looking beyond the numbers and understanding the full story? That mindset applies to CX today more than ever. ##### One Last Thought The contact center is not a relic of the past. It’s a vital channel in a multichannel world. And as interactions become more complex and emotionally loaded, it’s time to give it the attention it deserves. If you’ve made great strides in digital experience, keep going. But don’t forget what happens when your customer calls and needs help. That’s still one of the most important moments in the customer journey. **Categories:** Customer Experience **Tags:** Blog --- ### [Afiniti announces partnership with Five9 to deliver personalized, efficient, and intelligent customer interactions with Five9’s leading cloud contact center platform](https://www.afiniti.com/afiniti-announces-five9-partnership/) **Published:** October 22, 2025 **Author:** Bengu Gungoren **Content:** ###### **New York, NY – October 22, 2025** – Afiniti Inc., a global provider of artificial intelligence and customer experience optimization today announced its partnership with Five9, the intelligent CX platform provider. The collaboration will give Five9 customers access to Afiniti’s AI Pairing technology within the Five9 Intelligent Cloud Contact Center, helping organizations improve conversion rates, boost agent performance, and drive measurable business outcomes. Afiniti’s AI Pairing technology uses behavioral and contextual data to match customers with the best available agents in real time, improving satisfaction, efficiency, and measurable business outcomes across every interaction. Partnering with Five9 brings these capabilities directly to the Five9 Intelligent Cloud Contact Center, extending the reach and value of both platforms and helping enterprises drive stronger results at scale. Afiniti’s solution is also available through the Five9 Marketplace, [click here to view the listing](https://marketplace.five9.com/s/product/afiniti-ai-pairing/01tVI00000AyClJYAV), providing customers with streamlined access and seamless deployment. “*We are excited to welcome Afiniti to the Five9 Marketplace,”* said **Amanda Miller, Director of ISV Partnerships at Five9.** “*By integrating Afiniti’s AI-driven pairing technology with the Five9 Intelligent CX Platform, we are empowering enterprises to create more personalized, impactful customer experiences that drive stronger business results.”* **Eyal Brami, VP of Partnerships at Afiniti,** said: “*We are excited to bring Afiniti’s behavioral pairing technology to the Five9 ecosystem through this new partnership. By combining our AI-driven capabilities with the power of the Five9 Intelligent CX Platform, we are enabling enterprises to deliver smarter, more personalized customer experiences that drive measurable improvements to both revenue and operational performance.”* **About Afiniti** Founded in 2006, Afiniti is the world’s leading provider of AI solutions that optimize customer interactions across industries. Afiniti’s patented Pairing technology identifies and predicts patterns of interpersonal behavior to connect customers with the agents most likely to deliver positive outcomes. Trusted by global enterprises in telecommunications, financial services, healthcare, and more, Afiniti has generated more than $2.2 billion in incremental annual value worldwide. To learn more, visit [www.afiniti.com](https://www.afiniti.com/). **Categories:** Partnerships **Tags:** Latest News --- ### [Afiniti’s AI Pairing solution is now available on NiCE CXexchange ](https://www.afiniti.com/afinitis-ai-pairing-solution-is-now-available-on-nice-cxexchange/) **Published:** December 3, 2025 **Author:** Bengu Gungoren **Content:** ###### **Washington, D.C. – December 3, 2025** – Afiniti, Inc., a global provider of artificial intelligence and customer experience optimization, today announced that its patented AI Pairing solution is now available on the NiCE CXexchange, following the company’s onboarding into the NiCE DEVone Ecosystem. This strategic collaboration brings Afiniti’s outcome-driven AI technology directly to [NiCE CXone Mpower](https://www.nice.com/platform/ai-platform), giving enterprises the ability to improve customer retention, sales conversion, and revenue growth – all without retraining agents or disrupting existing routing strategies. Afiniti’s AI analyzes rich contextual and behavioral data in real time to match each customer with the best available agent for desired business outcomes. Seamlessly layered into CXone Mpower workflows, Afiniti amplifies NiCE’s native capabilities by adding a proven optimization engine that drives measurable improvements. “*Our collaboration with NiCE expands access to Afiniti’s real-time AI optimization through one of the industry’s most trusted CX platforms*,” said **Brendan McCarthy, Senior Vice President of Partnerships & Alliances, Afiniti.** “*Together, we’re helping enterprises unlock greater value from every customer interaction – whether that’s higher retention, improved efficiency, or revenue growth – while complementing and strengthening existing CXone Mpower deployments.*” “*Afiniti brings a differentiated AI pairing capability that enriches the innovation available to customers through the CXexchange marketplace*,” said **Dan Belanger, President, NiCE Americas.** “*By integrating Afiniti’s proven optimization engine with CXone Mpower, we’re empowering enterprises to deliver smarter, more personalized customer journeys that maximize both satisfaction and business results.*” Through NiCE Seller Central and CXone Mpower’s global commercial teams, the partnership will also feature joint marketing initiatives, co-selling opportunities, and solution enablement – helping organizations across industries realize the compounded value of NiCE and Afiniti together. Afiniti’s patented AI Pairing solution is now available on the NiCE CXexchange Marketplace. To view the listing, [click here.](https://cxexchange.niceincontact.com/en-US/apps/647452) **About NiCE** [NiCE](https://www.nice.com/) (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. **Corporate Media Contact** Christopher Irwin-Dudek, +1 201 561 4442, , ET **About Afiniti** Afiniti unlocks hidden value in your contact center to achieve higher revenue, better retention and increased lifetime value across the customer journey. Founded in 2006, Afiniti’s patented AI optimization technology accurately predicts how adjustments in an environment, like which agent a customer speaks to, can amount to consistently improved business outcomes. Trusted by global enterprises in telecommunications, financial services, healthcare, and more, Afiniti has generated more than $2.5 billion in incremental annual value worldwide. To learn more, visit [www.afiniti.com](https://www.afiniti.com/). **Media Contact** **Categories:** Partnerships **Tags:** Latest News --- ### [LivePerson and Afiniti: Integrating artificial intelligence technologies to create better conversations and a more customized experience](https://www.afiniti.com/liveperson-and-afiniti-integrating-artificial-intelligence-technologies-to-create-better-conversations-and-a-more-customized-experience/) **Published:** September 12, 2022 **Author:** Bengu Gungoren **Content:** ###### LivePerson’s Conversational Cloud and Afiniti’s pairing technology enable an AI-powered personalized experience throughout the customer journey Customer expectations have greatly shifted in recent years, especially as we’ve moved into “[the age of the customer](https://www.liveperson.com/blog/conversational-analytics-tools-takeaways/)” – a time when brands are expected to anticipate and meet customer needs. And artificial intelligence is a critical tool in achieving those goals. According to a recent [LivePerson survey](https://pr.liveperson.com/2021-10-13-New-report-finds-83-of-consumers-worldwide-would-browse-or-buy-products-in-messaging-conversations), 83% of customers prefer brands that let them use messaging conversations to digitally browse, interact, and make purchases. Conversational channels such as text messaging, WhatsApp, iMessage, and others are growing in popularity, with 63% of consumers saying that messaging with a brand makes them feel a deeper personal connection. Brands have expanded their online shopping and digital channel options, but continue to face challenges with creating more personalized customer service with customer-agent interactions. That’s why LivePerson and Afiniti have today announced a [new strategic partnership](https://pr.liveperson.com/2022-09-13-Afiniti-and-LivePerson-Integrate-AI-Technologies-to-Help-Brands-Improve-Customer-Engagement) to bring AI-powered personalization efforts, featuring customer-agent pairing, to consumers’ digital channels, all through LivePerson’s industry-leading [Conversational Cloud™](https://www.liveperson.com/products/conversational-cloud/) platform. This partnership will build better customer-brand engagement by using AI to pair customers and contact center agents based on best fit. Afiniti’s AI pairing technology will be natively integrated with LivePerson’s Conversational Cloud, streamlining deployment, driving revenue for clients, and bringing a more personalized customer experience to millions of people to improve customer satisfaction and customer loyalty. Ben Evans, Afiniti’s Executive Vice President of Partnerships, and Dan Sincavage, LivePerson’s Senior Vice President of Voice & Global Partnerships, discuss the partnership below. **In your own words, why did Afiniti and LivePerson decide to partner?** **Ben:** This partnership combines Afiniti and LivePerson’s powerful AI capabilities through a native integration, helping companies improve the agent and customer experience, while driving more revenue. Not only do we share the goal of helping businesses have better conversations with their customers, but LivePerson’s powerful messaging platform, innovative culture, and drive to deliver a sustainable competitive advantage for its clients have made them an excellent partner for Afiniti. By partnering with LivePerson, a leader in customer engagement solutions, Afiniti is also able to extend our proven AI pairing technology beyond voice and into messaging on multiple channels. **Dan:** At LivePerson, we’re all about creating customer engagement that feels Curiously Human™. That is to say, a customized experience where AI understands customer behavior and intent, connects them to brands across conversational channels, and delivers meaningful outcomes. Afiniti’s goal of pairing people based on individual behavior and interpersonal connection aligns seamlessly with this mission. By natively integrating Afiniti’s behavioral pairing technology, our platform will help brands deliver even more personalized customer service, delight their customers, drive revenue, and cut costs. The partnership will allow us to create better customer engagement for more brands and their customers across the globe. **You both used the term native integration; tell us more about it.** **Ben:** At the point in the customer journey a live agent is required, LivePerson’s Conversational Cloud communicates with Afiniti’s pairing solution to determine agent selection. Afiniti’s AI analyzes historical data to identify subtle customer and agent behavioral patterns. By combining this information with real-time agent availability and utilization, the customer is paired with the best agent in milliseconds, resulting in higher customer satisfaction, happier agents, and better commercial outcomes for the brand. **Dan:** The integration will be seamless in both synchronous and [asynchronous messaging](https://www.liveperson.com/blog/business-cost-savings-ideas-engagement/) channels, plus offer self-serve audit capabilities to monitor operations for reliability and stability. In short, by integrating directly into our platform, Afiniti brings 16 years of expertise in pairing customers and agents to [all of the conversational channels supported by our solution](https://www.liveperson.com/products/messaging-channels/). Our Conversational Cloud powers nearly a billion conversational interactions per month. Afiniti’s pairing technology is helping us set our sights on even better outcomes for the customers and agents that participate in these conversations on a massive scale. **Dan, what are the specific benefits for joint clients and consumers?** **Dan:** This strategic partnership will help customers have better conversations with brands on the channels they love using everyday with friends and family. Simply put: they will be more satisfied, and will feel more individually catered to by the brands they are engaging with. Our joint clients will also unlock even more value from their LivePerson solution, with more tools for their personalization strategy, an array of self-service portals and monitoring options, and seamless deployment, enabled by our close partnership and strong integration. They will be able to optimize any metric prioritized by their business strategy across sales, service, and retention. Furthermore, Afiniti’s continuous ON/OFF benchmarking will ensure precise measurement of the value delivered through pairings, while the native integration will provide a seamless and fast setup. Plus, a pay-for-performance model means clients will be charged only a share of the value that LivePerson and Afiniti deliver together. **Lastly, what does the timeline look like for the deployment of this partnership for a customized experience?** **Ben:** This announcement is the first step in a multi-year relationship. We are currently targeting GA in early 2023, with a strong pipeline of early access clients in development. Both LivePerson and Afiniti will work closely with clients from discovery to implementation. Clients can expect the deployment process to take about 16 weeks, and once deployed, we’ll provide ongoing, global post-launch support. **If you are an existing Afiniti or LivePerson client and interested in becoming an early access customer for this integration, please reach out to your current relationship manager.** **Categories:** Partnerships **Tags:** Latest Thinking --- ### [How Afiniti Can Help Facilitate Growth in Insurance](https://www.afiniti.com/how-afiniti-can-help-facilitate-growth-in-insurance/) **Published:** December 12, 2022 **Author:** Bengu Gungoren **Content:** ###### Inflation is driving up the cost of living across the world, and the US is no exception. This, in turn, is driving up the cost of providing quality coverage and services across the insurance industry. As inflation continues to raise premiums for policyholders, it similarly compresses margins for providers. This has caused many providers to stop selling in certain states and halt growth altogether. But what if there was another way to guard against the pressures of inflation and lower comprehensive ratios without putting a stop on the acquisition of new policyholders? There is, and it starts by using AI to match customers with the agent that they are most likely to click with, and who can use the interaction to deliver customer satisfaction and a more successful business outcome. By deploying AI to predict patterns in human behavior, Afiniti can pair policyholders with agents on the basis of behavior, enabling better interactions. These intelligent pairs lead to higher customer satisfaction, increased sales and retention, and a level of personalization policyholders have come to expect. **AI pairing at work to transform the quality of conversations** In most contact centers today, as a customer contacts a company, they are typically routed to the next available agent. Afiniti’s pairing solution opens up a whole new world of possibilities, by going beyond this sequenced routing system. As agents become free, our AI deploys specialized machine learning techniques to identify agents’ unique interaction histories. In parallel, the technology identifies customer histories and likely intent, in order to predict which customer-agent pairing is most likely to result in a successful outcome. Models are trained and validated to identify predictors and patterns of behavior, which can then be implemented in real-time. The patterns enable the algorithms to estimate the probability of success of various potential agent-customer pairs, then select the pair that maximizes the likelihood of success. **Personalize every interaction** These enhanced pairs are determined in part by analyzing information relevant to the context of an interaction — such as policy, geography, premiums paid, and reasons for past contacts — with the specific aim of discerning which agent is best suited for each individual’s situation. On the back end, Afiniti further leverages AI and machine learning techniques to identify overarching conversational patterns. Its algorithms learn and improve over time, analyzing millions of interactions every day. Afiniti works closely with clients, using these observations to continually evolve their customer experience, delivering even better outcomes. Afiniti is also one of the few applied artificial intelligence solutions able to precisely measure the results that it delivers to clients. For the entirety of a client’s relationship, Afiniti benchmarks its performance by running its AI algorithms ON and OFF in short time cycles continuously, typically at 80% ON and 20% OFF. By comparing the contact center or client performance during these two time periods, Afiniti is able to demonstrate exactly how much impact it has on interactions. **The beginning of the journey** The Afiniti deployment process is led by Afiniti’s Global Deployment and Engineering team. It typically requires between 60 and 90 days, and involves close work with the client to ensure optimized performance and the alignment of business objectives. Afiniti’s deployment experience includes integration with all major telephony, database, and related contact center systems vendors. In most cases, Afiniti’s cooperation and partnership with these providers ensure a smooth deployment experience. Furthermore, Afiniti clients do not pay any installation or CapEx costs, and are only charged a percentage of the incremental value gains that Afiniti has delivered. **Satisfy Ideal Customers** Every end customer comes with a certain degree of risk. Using Afiniti’s AI, providers can identify low-risk individuals that any business should want to retain and acquire. By using Afiniti’s pairing to deliver a personalized and enhanced customer experience, providers can enable satisfaction at every opportunity while simultaneously growing their business. If your organization is interested in improving the quality of your customer experience and sustainably growing your business, please [contact us ](https://info.afiniti.com/afiniti-in-insurance)today. **Categories:** Insurance **Tags:** Latest Thinking --- ### [The New Architecture of Trust in Financial Services](https://www.afiniti.com/the-new-architecture-of-trust-in-financial-services/) **Published:** December 11, 2025 **Author:** Bengu Gungoren **Content:** ###### Financial institutions are operating in one of the most dynamic periods the industry has seen in decades. New technologies are reshaping expectations, regulatory scrutiny continues to intensify, and customers demand more relevance, clarity, and support than ever before. Yet the central question remains unchanged: **How can financial institutions deliver greater value and deeper trust in an increasingly complex world?** A meaningful answer sits at the intersection of personalization, empathy, and responsible technology adoption. These principles run throughout the three-part series authored by David Kroner, which explores how institutions can modernize without losing the human foundations that define financial decision making. The themes of that series; perceived value, [human connection,](https://www.afiniti.com/ai-can-enhance-human-connections-and-the-customer-experience-needs-this-most-of-all/) and thoughtful AI adoption reflect broader shifts that are already shaping the future of the industry. **Personalization Has Become the Core of Customer Value** Customers no longer evaluate financial products simply by their price or feature set. They evaluate them through the lens of personal relevance; how much the offering reflects their needs, lifestyle, and priorities. This dynamic is explored in [**Perceived Value in Financial Services: More Than Meets the Eye**](https://www.afiniti.com/perceived-value-in-financial-services-more-than-meets-the-eye/), where the concept of perceived value is reframed as something fundamentally individual. Traditional segmentation, once the industry’s go-to strategy, treated customers as averages. But averages rarely feel personal, and personal relevance is what drives loyalty. Today, AI and advanced analytics make it possible to tailor experiences at the individual level: - Highlighting the right benefits from a complex bundle - Anticipating financial needs before they fully form - Reinforcing value at the moment it matters most - Supporting dynamic adjustments as life circumstances shift This shift toward individual-level personalization will define the next competitive frontier. Institutions that can articulate value at the right moment, in the right channel, for the right person, will unlock brand affinity that broad segmentation could never achieve. **Human Confidence Still Anchors High-Stakes Decisions** Even as financial experiences become increasingly digital, high-stakes decisions remain deeply emotional. Mortgages, insurance coverage, long-term planning, or products tied to major life transitions all require more than precise calculations, they require reassurance. In [**Empathy Is the Real Currency in Financial Services**](https://www.afiniti.com/empathy-is-the-real-currency-in-financial-services/), Kroner connects this reality to a personal moment of navigating a first home purchase. The insight is simple but often overlooked: Information creates understanding. Empathy creates confidence. AI can support analysis, surface better options, and reduce administrative burden. But customers still want: - Someone to ask the “what ifs” - Someone to interpret grey areas - Someone to help weigh risks - Someone to provide emotional clarity This blend of human guidance and technological support will remain essential, especially as financial products grow more complex and more interconnected with customer data. **Responsible AI Adoption Requires Clarity, Transparency, and Time** Across the industry, leaders appreciate the transformative potential of AI. Yet many also move cautiously and for good reason. Financial services operate within strict regulatory frameworks. Institutions must demonstrate that decisions are; explainable, fair, compliant, auditable and free from unintended bias. In [**Adopting AI in Finance: Why Caution Is Natural, and Progress Is Possible**](https://www.afiniti.com/adopting-ai-in-finance-why-caution-is-natural-and-progress-is-possible/), Kroner parallels this environment with another domain where caution is essential: personal health. Trust in new tools, whether financial or medical, requires an understanding of how they work, what risks they carry, and how they change established routines. Caution is not a barrier to innovation. It is part of the process of adopting technology responsibly. Institutions embracing AI successfully tend to share common traits: - They align technology decisions with regulatory expectations - They demand clear explanations of model behavior - They prioritize outcome-level improvements over automation for its own sake - They invest in monitoring and governance from the start This approach ensures AI strengthens trust rather than threatens it. **The Next Decade Will Be Defined by Outcome-Based Transformation** While many tools in financial services aim to automate or streamline processes, the greatest impact comes from technologies that meaningfully improve outcomes, both for customers and institutions. Outcome driven approaches, those that optimize decisions, reduce risk, and enhance customer experiences, require; transparent methodologies, rigorous modeling, strong governance, continuous monitoring and alignment with ethical standards Institutions that prioritize outcomes over hype will be the ones that modernize sustainably. The differentiator will not be how much AI an institution deploys, but how effectively its technology improves customer journeys, strengthens trust, and reflects responsible leadership. **Trust Will Remain the Industry’s Primary Competitive Advantage** The financial institutions that lead in the coming years will be those that: - deliver personalization that feels truly individual - combine AI insights with human empathy - adopt advanced technology with clarity and accountability - design experiences that reduce complexity rather than amplify it Trust is not created by technology alone. Trust is created by thoughtful systems, transparent processes, and human connections strengthened, not replaced, by data and intelligence. The era ahead will reward institutions that treat trust as a design principle, not a byproduct. **Explore the Full Series by David Kroner** - [**Perceived Value in Financial Services**](https://www.afiniti.com/perceived-value-in-financial-services-more-than-meets-the-eye/) - [**Empathy Is the Real Currency in Financial Services**](https://www.afiniti.com/empathy-is-the-real-currency-in-financial-services/) - [**Adopting AI in Finance**](https://www.afiniti.com/adopting-ai-in-finance-why-caution-is-natural-and-progress-is-possible/) **Categories:** Financial Services **Tags:** Blog --- ### [Perceived Value in Financial Services: More Than Meets the Eye](https://www.afiniti.com/perceived-value-in-financial-services-more-than-meets-the-eye/) **Published:** October 14, 2025 **Author:** Bengu Gungoren **Content:** ###### What Leaders Must Ask Themselves ###### As you read this, I’d encourage you to reflect: How much are you using data and AI to tailor perceived value for each customer today? And if not, how long before someone else does? Over three decades in financial services, from banking to cards, rewards, insurance and now technology, I’ve seen one principle prove itself time and again: to acquire, deepen and sustain relationships, customer value must outweigh costs. But as the saying goes, “beauty is in the eye of the beholder” – perceptions of value are always personal. Some customers calculate every dollar of benefit. Others care just as much about exclusivity, service quality, the sense of being recognized or the trust that the institution will be there in the time of need. ##### The Problem with ‘Average’ Value Traditionally, financial institutions tried to solve for perceived value through benefit bundles: packages of features, coverages, perks, annual fees and loyalty programs that, on average, meet the needs of a target segment. But marketing to the average needs of target segments is blunt and often costly. What delights one customer will be irrelevant to another, yet bundle costs are borne either way. And when companies lean too heavily on one type of value, purely rational, purely emotional, or purely relational, they miss what truly drives loyalty. What has changed is that we no longer need to operate in a segmented world. With today’s analytics, true one-to-one personalization at scale is possible. The future isn’t about designing bundles that work for the average; it’s about ensuring each customer sees and feels the parts of that bundle that matter most to them. ##### AI: From Bundles to Personalization AI changes this equation and the future. Today, advanced analytics make it possible to tailor value at the level of the individual. AI enables institutions to detect both broader tendencies as well as time and situation specific signals and personalize the *entire customer experience.* Think of a premium credit card that comes with over 100 different benefits. Historically, customers had to sort through them on their own. Today, AI makes it possible to highlight the benefits that matter most to each customer; the right travel perk when they’re booking a trip, the right dining benefit when they’re reserving a table, or the right insurance protection when they’re considering a big purchase. That reinforcement should happen dynamically at every intersection: logging into a website, browsing in an app, or calling customer service. And those signals won’t remain static. They will shift over time as needs, circumstances, and behaviors change. Consider the experience of a customer shopping for auto insurance. In the past, pricing was based on broad categories, like “young drivers” that often missed individual nuance. Today, AI enables insurers to personalize every step of the journey. Telematics and connected vehicles allow for tailored pricing based on real driving behavior. Digital assistants help customers select deductibles, limits, and add-ons in real time, based on their unique risk profile. And when it comes to service, carriers can now deliver high-touch support precisely when it matters most. As one industry expert put it, “Every node on the journey can feel like a path for one.” This is the real challenge for leaders: how will you deliver more perceived value to deepen customer relationships? The question is whether you are personalizing how those bundles are communicated and experienced. Best-in-class companies will continue to offer comprehensive packages, but they will use AI to tailor and reinforce the message so that each customer feels the value proposition was designed specifically for them. Looking ahead, this ability to personalize value at scale will determine which institutions thrive. Customers are increasingly comparing financial products not only to other banks or carriers, but to the best digital experiences in their lives. They will expect financial services to anticipate their needs, adapt instantly, and deliver value in ways that feel both rational and deeply personal. **Categories:** Financial Services **Tags:** Blog --- ### [Afiniti Announces Appointment of Two New Board Members](https://www.afiniti.com/afiniti-announces-appointment-of-two-new-board-members/) **Published:** March 7, 2025 **Author:** Bengu Gungoren **Content:** ###### **New York, NY – March 7, 2025** – Afiniti, Inc., a global customer experience and artificial intelligence provider, today announced the appointment of two new board members, Anurag Yagnik and Chris Karp, as the company continues to strengthen its operations and growth. Anurag Yagnik is a seasoned technology executive and board member with over 25 years of experience transforming legacy software into cloud-native, SaaS solutions. Mr. Yagnik has extensive experience working with private equity-owned businesses and helping to drive various value creation and growth initiatives. He is currently the Chief Technology Officer at Prophix and was the founding CTO at Vitech Systems Group. “We are thrilled to welcome Anurag to our Board,” said Jerome Kapelus, CEO of Afiniti. “His impressive background and proven track record in delivering cutting-edge enterprise software solutions will be invaluable as we further invest in next-generation technologies and unlock new avenues for growth. We look forward to benefiting from his strategic insights and leadership.” Chris Karp is an innovative executive with vast expertise in managing customer service operations and technical support, as well as driving continuous improvement and transformation at SaaS businesses. He has been recognized for developing and leading high-performing teams and his commitment to delivering financial excellence, high customer satisfaction, establishing employee followership and fostering accountability. Mr. Karp currently serves as Chief Customer Officer and EVP of Operations at Auctane and has held leadership positions at Chewy, RealPage Inc and Tektronix Communications. He is a board member at NPOWER. “We are excited to have Chris join our Board,” added Mr. Kapelus. “His deep understanding of contact center operations and the leading-edge AI products that drive value to customers will be vital as we build on our strengths, expand our capabilities and continue to enhance customer experience journeys. Chris’ leadership and strategic vision will play a key role in helping us drive the company’s growth and success in the years to come.” **About Afiniti** Founded in 2006, Afiniti is a leading provider of artificial intelligence solutions, specializing in optimizing customer interactions across various industries. By leveraging patented technology, Afiniti identifies and predicts patterns of interpersonal behavior to pair customers with the most compatible contact center agents, enhancing customer satisfaction and operational efficiency. Afiniti’s AI solutions enable leading global consumer companies to drive high-value engagement between their customers and their customer service agents. To learn more, visit [www.afiniti.com](https://www.afiniti.com/). **Media Contact** **Categories:** Company News **Tags:** Latest News --- ### [Empowering Connections: Afiniti at Enterprise Connect 2024](https://www.afiniti.com/empowering-connections-afiniti-at-enterprise-connect-2024/) **Published:** April 22, 2024 **Author:** Bengu Gungoren **Content:** ###### Afiniti proudly participated as a platinum sponsor at[ Enterprise Connect 2024](https://enterpriseconnect.com), held from March 25-28 at the Gaylord Palms in Orlando, FL. This prestigious event, renowned for its focus on enterprise communications and customer experience, provided the ideal platform for us to introduce our latest [CX AI Optimization solution.​](https://www.linkedin.com/posts/afiniti-com_new-product-launch-we-are-delighted-activity-7178406358998745088-LgAx/?utm_source=share&utm_medium=member_desktop) Before the event, Orlando Hampton, our Chief Customer Officer, provided valuable insights in a video, discussing who we are, what we would be showcasing at the event, and major industry trends. You can check out [the video](https://www.linkedin.com/posts/afiniti-com_were-looking-forward-to-meeting-many-of-activity-7167823506871681024-FMvO/?utm_source=share&utm_medium=member_desktop) on our LinkedIn page. During the event, a couple of highlights were Caroline O’Brien’s captivating theatre presentation on “CX AI – Unlock Higher Revenues and Higher CX at the Lowest Possible Cost,” emphasising the significance of contact centres in building brand loyalty and optimising the customer journey. Caroline highlighted, ”Contact centres are where brand loyalty can be born. The opportunity for optimization is everywhere across the customer journey.” ![](https://www.afiniti.com/wp-content/uploads/2024/04/Carolines-presentation-300x221.jpeg "Caroline's presentation") Additionally, our Chief Partnership Officer, Ben Evans​ took part in a panel session with people from Avaya, Genesys and Cisco and spoke to a packed room about the future in his “Contact Centres / CX 2027: What Will Drive the Market” session. Ben emphasised the importance of clear objectives and measurable business outcomes, stating, ”Companies need to think beyond cost reduction when embracing these new technologies. At Afiniti, we look at how our technology can improve customer retention and lifetime value.” ![](https://www.afiniti.com/wp-content/uploads/2024/04/Bens-panel-300x225.jpeg "Ben's panel") ![](https://www.afiniti.com/wp-content/uploads/2024/04/Bens-panel-2-300x225.jpeg "Ben's panel 2") At Booth 1311, our team engaged with industry leaders, potential leads, partners, analysts, and media representatives, showcasing the potential of our solution. Check out them at our booth with their cool Afiniti t-shirts! ![](https://www.afiniti.com/wp-content/uploads/2024/04/Team-photo-225x300.jpeg "Team photo") ![](https://www.afiniti.com/wp-content/uploads/2024/04/Team-Photo-2-225x300.jpeg "Team Photo 2") **Categories:** Customer Experience, Events **Tags:** Latest News --- ### [Afiniti Appoints Jerome Kapelus as Chief Executive Officer](https://www.afiniti.com/afiniti-appoints-jerome-kapelus-as-chief-executive-officer/) **Published:** February 10, 2025 **Author:** Bengu Gungoren **Content:** ###### **Washington, DC – February 10, 2025** – Afiniti, Inc., a global customer experience and artificial intelligence provider, today announced that Jerome Kapelus has been appointed Chief Executive Officer. Mr. Kapelus succeeds Hassan Afzal, who will continue to support Afiniti in a strategic advisory role. Mr. Kapelus is a seasoned operations and financial executive with over 25 years of experience leading, scaling and transforming high-growth technology companies. Most recently, he was President of PWCC Marketplace, where he led the business’ integration and transformation following its acquisition by Fanatics, Inc. Previously, he served as Chief Financial Officer of TCGplayer, overseeing significant revenue growth and operational improvements before its sale to eBay. Kapelus also served as Chief Financial Officer of Quartet Health, where he played a key role in rapidly scaling and operationalizing the business. “It is an honor to lead Afiniti and its tremendously talented employees as CEO,” said Kapelus. “I would also like to express my deep gratitude and appreciation for Hassan’s leadership and dedication to Afiniti, both in the last two years as CEO and in the many years before that as a key architect of our unique and patented technology. Thanks to his efforts, Afiniti is now positioned to expand its market presence and achieve sustainable growth at scale. I look forward to building on his legacy by continuing to invest in cutting-edge AI technologies that bring tangible value to Afiniti’s customers and empower them to optimize their customer experience.” “Jerome is an experienced, operationally focused leader with a knack for innovative solutions that encourage transformation and drive growth,” said David Flannery, President of Vista Credit Partners and Chairman of Afiniti’s Board of Directors. “He has been an excellent addition to Afiniti’s leadership team and is a natural choice to lead the company through this important next phase of its journey.” **About Afiniti** Founded in 2006, Afiniti is a leading provider of artificial intelligence solutions, specializing in optimizing customer interactions across various industries. By leveraging patented technology, Afiniti identifies and predicts patterns of interpersonal behavior to pair customers with the most compatible contact center agents, enhancing customer satisfaction and operational efficiency. Afiniti’s AI solutions enable leading global consumer companies to drive high-value engagement between their customers and their customer service agents. To learn more, visit [www.afiniti.com](https://www.afiniti.com/). **Media Contact** **Categories:** Company News **Tags:** Latest News --- ### [Afiniti Successfully Completes Recapitalization Transaction](https://www.afiniti.com/afiniti-successfully-completes-recapitalization-transaction/) **Published:** December 9, 2024 **Author:** shaban.ahmad@afiniti.com **Content:** *Company moving forward with stronger financial foundation and additional resources to accelerate growth and support innovation* ###### **Washington, DC,** **December 9, 2024** – Afiniti, Ltd., a global customer experience and artificial intelligence provider, announced today that it has successfully completed its recapitalization transaction with its secured lenders, led by Vista Credit Partners, and significant shareholder, The Resource Group International Limited. The transaction enables Afiniti to move forward with a stronger financial foundation to accelerate growth. “The close of our recapitalization transaction provides exciting opportunities for Afiniti to further invest in next-generation technologies and unlock new avenues for growth,” said Hassan Afzal, Chief Executive Officer of Afiniti. “With additional resources, we will have renewed flexibility to build on our strengths, expand our capabilities and continue delivering cutting-edge AI solutions that empower our customers to enhance their customer experience journeys. This is a pivotal moment in Afiniti’s evolution, and we are thrilled about all the possibilities ahead.” He continued, “I would like to express my gratitude to Vista Credit Partners for their support throughout this process. Having them on board is a testament to the value we provide to our customers, and we look forward to benefiting from their expertise as strategic partners moving forward.” “We are pleased to have completed this recapitalization process and are focused on continuing to deliver value and innovative AI-powered solutions to Afiniti’s customers,” said Brendan Renehan, Managing Director at Vista Credit Partners. “Vista Credit Partners has long been an operationally focused financing partner, and we look forward to welcoming Afiniti to the Vista ecosystem and leveraging our deep expertise in enterprise software to help them chart an ambitious path forward.” The transaction was completed following court approvals in Bermuda and in the Chapter 15 proceeding in the United States. **About Afiniti** Afiniti is a leading provider of customer experience (CX) artificial intelligence (AI). Our AI optimization services, and infrastructure deliver measurably better business outcomes for some of the largest enterprises in the world. Our technology is used globally in the healthcare, telecommunications, hospitality, insurance, and banking industries, and across multiple customer experience channels. To learn more, visit [www.afiniti.com](https://www.afiniti.com/). **Media Contact** **All Other Inquiries Contact** **Categories:** Company News **Tags:** Latest News --- ### [How Afiniti’s AI Can Improve Collections](https://www.afiniti.com/how-afinitis-ai-can-improve-collections/) **Published:** September 19, 2022 **Author:** Bengu Gungoren **Content:** ###### With a [predicted downturn](https://www.risk.net/risk-management/7952686/banks-temper-credit-loss-models-by-editing-covid-narrative) on the economic horizon, financial institutions are bracing for potentially difficult times. A rise in delinquencies and higher interest rates have already caused many organizations to make substantial additions to their [loan loss reserves](https://www.bankingdive.com/news/bank-profits-dip-65-in-q1-amid-loan-loss-reserve-buildup-fdic/624393/), and recent models foretell that this may only be the beginning. Luckily, there is a way for banks to prepare for the turbulence, and it doesn’t involve losing profit or hiring more collectors. This way simply features a focus on enhancing customer experience, and empowering collectors to have better interactions. By deploying AI technology that pairs customers and collectors on the basis of behavior, banks can help their collectors connect with customers in a difficult time, achieve more successful outcomes, and build stronger long-term relationships. Here’s how it works: **Afiniti’s Behavioral Pairing** Unlike other routing systems, such as performance-based routing, AI pairing connects collectors and customers on the basis of best predicted behavioral fit. By deploying machine learning techniques, Afiniti’s AI pairing algorithms utilize customer and agent data to find statistical patterns of behavior. Models are trained and validated to identify predictors and patterns of behavior which can then be implemented in real-time. The patterns enable the algorithms to estimate the probability of success of various potential collector-customer pairs, then select the pair that maximizes the likelihood of a successful interaction. These enhanced pairs are determined in part by analyzing information relevant to the context of an interaction — such as a customer’s reason for contacting their bank in the past — with the specific aim of discerning which collector is best suited for each individual’s situation, delivering an improved customer experience and more successful outcomes. On the back end, Afiniti further leverages AI and machine learning techniques to identify overarching conversational patterns. Its algorithms learn and improve over time, analyzing millions of interactions every day. Afiniti works closely with clients, using these observations to continually evolve their customer experience. Afiniti is also one of the only applied artificial intelligence companies able to precisely measure the results that it delivers to clients. For the entirety of a client’s relationship, Afiniti benchmarks its performance by running its AI algorithms ON and OFF in short time cycles continuously, typically at 80% ON and 20% OFF. By comparing the contact center or client performance during these two time periods, Afiniti is able to demonstrate exactly how much of an impact it has on interactions. **Customer Experience Enhanced by Empathy** By pairing on the basis of behavioral fit, Afiniti’s technology creates a more personal interaction. In more personal interactions, collectors are better able to provide a crucial ingredient to successful collections conversations: empathy. Interactions with collectors can be emotionally challenging for the customer. Debt causes financial and emotional stress, a feeling no doubt intensified by the uncertain economic backdrop. This means that empathy is integral to providing a great customer experience, and in helping customers through these difficult times. But the benefits don’t stop at altruism. By aiding a customer in their time of need, the collector is building trust in the organization, increasing loyalty and lifetime value. Research also shows that leading with empathy is [two to three times more effective](https://www.prodigaltech.com/blog/power-of-empathy-and-understanding) at progressing the interaction, resulting in improved agent performance and a higher rate of payments received. But how does Afiniti’s AI pairing technology aid in embedding collections interactions with increased levels of empathy? In short, by facilitating interactions that better serve both parties. First, it treats each customer as an individual, using AI to tailor the experience to their personal needs. Second, it creates customer-collector pairs that are far more likely to result in a positive outcome. AI-paired customers and collectors are more likely to connect on a human-to-human level, progress the interaction, and achieve the desired results. These results take many forms, including emotional peace and an improved financial life for the customer, and a higher rate of promises-to-pay kept for the bank. AI-enabled pairing is also more empathetic to the collector, as it puts them in the best position to succeed. When paired with the right customer, collectors are more likely to effectively help people in need, successfully resolve interactions, boost productivity, and achieve satisfaction in their work. **The Beginning Of The Journey** The Afiniti deployment process is led by Afiniti’s Global Deployment and Engineering team. It typically requires between 60 and 90 days, and involves close work with the client to ensure optimized performance and the alignment of business objectives. Afiniti’s deployment experience includes integration with all major telephony, database, and related contact center systems vendors. In many instances, Afiniti has an active cooperation and partnership with these providers. Furthermore, Afiniti clients do not pay any installation or CapEx costs, and are only charged a percentage of the incremental value gains that Afiniti has delivered. If your organization is interested in improving the quality of your collections interactions, please [contact us](https://www.afiniti.com/contact/ "contact us") today. **Categories:** Financial Services **Tags:** Latest Thinking --- ### [O2 Names Afiniti "Best Partner for Innovation"](https://www.afiniti.com/o2-names-afiniti-best-partner-for-innovation/) **Published:** April 8, 2019 **Author:** Bengu Gungoren **Content:** ###### Last week at the O2 Partner Awards, Afiniti was named ‘Best Partner for Innovation’ in 2018. We truly appreciate the O2 team and their recognition of our long-standing, successful partnership. Afiniti and telecommunications provider [O2](https://www.o2.co.uk/shop) first partnered in 2015 and have forged a strong relationship in which Afiniti EBP™ intelligently routes approximately 3 million calls per month placed to O2 on the basis of behavior. As a result, O2 is seeing $20 million in annualised incremental revenue, 8% churn reduction, and 15,000 annual incremental saves. We look forward to continuing to provide our partner with measurable gains in profitability and customer satisfaction. ![](https://www.afiniti.com/wp-content/uploads/2023/10/O2-group-300x200.png "O2 group") Attendees included Ian Hayhoe, Gareth Turpin, Malcolmn Cubitt, and our own Caroline Langan, Davide Caramelli, and Jay Duffy. **Categories:** Partnerships **Tags:** Latest Thinking --- ### [Effective AI requires diversity and teamwork, says VP Caroline O’Brien](https://www.afiniti.com/effective-ai-requires-diversity-and-teamwork-says-vp-caroline-obrien/) **Published:** June 16, 2019 **Author:** Bengu Gungoren **Content:** ###### Last week, Caroline O’Brien, VP of Data Science at Afiniti, spoke on the artificial intelligence panel at the Vogue Codes Sydney Summit. Joined by Rachael Rekart of Soul Machines and Samantha Wong of Blackbird Ventures, Caroline and her fellow panelists sought to decode and demystify AI for the audience. Four major learnings, [as outlined by Vogue](https://www.vogue.com.au/vogue-codes/news/4-things-to-know-about-artificial-intelligence/news-story/030b7731067b793c379d231a6733185d), were: ***AI is being used in fashion*** “Amazon’s fashion lab has machines creating new fashion. That’s right, machine fashion designers.” – Caroline O’Brien ***AI finds tasks humans find hard, easy and vice versa*** “Machines are better at things that humans find really difficult. But they can’t do simple things, like pick things up. For example, in finance, trading is now largely algorithmic. Creativity is harder to do away with.” – Samantha Wong ***AI requires teamwork*** “To make effective AI products requires many different skill sets. Diversity in AI teams is really important and there is a role for many different backgrounds within them.” – Caroline O’Brien ***AI is moving towards reading human emotions better than humans*** “Our digital humans are hyper-realistic. They’re really perceived as more engaging, more effective, not only because of AI and emotional intelligence but also voice, video, text, image in one interaction. For example, if I text my boyfriend that ‘I’m fine’ he doesn’t know if I’m really fine without my inflection.” – Rachael Rekart, on pioneering digital humans. All in all, it was a valuable opportunity to explain a topic that many still find mystifying, and to use Afiniti as an example of how a diverse, cohesive team makes an AI product successful. **Categories:** Leader Insights **Tags:** Latest Thinking --- ### [Afiniti Wins inaugural GITEX Hero Award](https://www.afiniti.com/afiniti-wins-inaugural-gitex-hero-award/) **Published:** October 8, 2019 **Author:** Bengu Gungoren **Content:** ###### Afiniti had the honor of receiving the inaugural Hero Award for the ‘Best Use of AI in Enterprise’ at the 39th annual GITEX Technology Week. [GITEX](https://www.gitex.com/), the biggest technology show in the Middle East, Africa, and South Asia, brought together over 100,000 visitors from 140 countries to discuss the trends shaping technology today, including smart cities, future mobility, 5G, and artificial intelligence. For the first time ever, GITEX hosted an awards ceremony to celebrate the industry disruptors and technology leaders at the forefront of the digital transformation. The inaugural event honored ambitious projects from all corners of the tech ecosystem across 9 key categories. Afiniti’s Chief Marketing Officer Chris Farmer proudly accepted the award on stage from Josh Constine, Editor at Large at [TechCrunch](https://techcrunch.com/). “GITEX is the leading space where technology and innovation are discussed in this region, it’s an area where we are starting to make strides in and so this is really exciting for us. This is our first year here, and so to be part of GITEX and getting involved with the awards has been an additional benefit. We are extremely happy to be here celebrating with everyone,” said Farmer. ![](https://www.afiniti.com/wp-content/uploads/2019/10/GITEX_Plaque_Portrait-225x300.jpg "GITEX_Plaque_Portrait") **Categories:** Awards **Tags:** Latest News --- ### [Infographic: Customer Preferences for Business Communications](https://www.afiniti.com/infographic-customer-preferences-for-business-communications/) **Published:** September 30, 2020 **Author:** Bengu Gungoren **Content:** ###### What do customers expect from the brands they engage with? With the rapid growth of communication tools in the last decade, customer expectations have also changed. Today, customers interact with a brand four additional times before making a purchase than they did in 2005. Customers also demand effortless, personalized services increasingly on digital channels like email and messaging apps. While this poses a challenge for businesses in utilizing and managing new mediums, it also provides an opportunity to innovate and increase customer loyalty by interacting with customers where, when, and how often they want. To reap the rewards of successful customer engagement, it is important to understand preferences and build a customer-facing strategy using the right frequency and channels depending on individual customer needs. Research shows that businesses that personalize their customer communications can reduce acquisition costs by as much as 50% and increase revenues by 5 to 15%. Explore communication preferences of today’s customers in our infographic below: ![](https://www.afiniti.com/wp-content/uploads/2023/10/Customer-Preferences-Infographic-300x169.jpg "Customer-Preferences-Infographic") At Afiniti, we help businesses utilize data to improve customer interactions by pairing better. **Categories:** Customer Experience **Tags:** Latest Thinking --- ### [Sparking interest in tech careers with Ignite Worldwide](https://www.afiniti.com/sparking-interest-in-tech-careers-with-ignite-worldwide/) **Published:** February 16, 2021 **Author:** Bengu Gungoren **Content:** ###### On February 10th, we hosted a virtual field trip and Q&A session with [Ignite Worldwide](https://www.igniteworldwide.org/), a global nonprofit that has supported the STEM education of over 80,000 girls and non-binary youth from underserved communities. Sixteen high school students from Eastlake High School in Seattle attended the event, which kicked off with a presentation of Afiniti’s work and a virtual tour of Afiniti’s international offices through photos and stories. Some of us then shared personal stories of our career paths leading to Afiniti. This was followed by a Q&A session where the students learned more about our careers and backgrounds, and what life is like at a technology company. They asked many thoughtful questions, even more than time allowed to answer. The final part of the event was a breakout session where we went through interactive AI exercises to further explain how machine learning works, including beating Afiniti’s AI at rock paper scissors! We were thrilled to learn that after attending this event, 100% of the students indicated they were interested in STEM based on [a survey](https://www.igniteworldwide.org/2021/02/11/women-in-artificial-intelligence-field-trip-with-afiniti/) by Ignite Worldwide. One student reflected: “The women at Afiniti really empowered me to believe that I do have a place in STEM and I can do whatever I want to do. I loved hearing their opinions and stories and they inspired me to pursue STEM even more.” It has been a privilege to be part of this meaningful cause. Kudos to my colleagues Lindsay Hua, Holly Jones, Priya Sangameswaran, Rida Shah, and Caroline Mehta for making this a success. We look forward to participating in future opportunities to reach out to those who can benefit from our stories and knowledge. *by Caroline Dollman, Director of Business Development & Events* ![](https://www.afiniti.com/wp-content/uploads/2023/10/BlogImage-Ignite-Worldwide-300x279.jpg "BlogImage-Ignite-Worldwide") **Categories:** Events **Tags:** Latest Thinking --- ### [Afiniti Pairs with Ignite Worldwide](https://www.afiniti.com/afiniti-pairs-with-ignite-worldwide/) **Published:** May 29, 2021 **Author:** Bengu Gungoren **Content:** ###### I am proud to announce that Afiniti has become a corporate sponsor of [Ignite Worldwide](http://www.igniteworldwide.org), a global nonprofit committed to helping young women and non-binary students pursue a future in science, technology, engineering, or math (STEM). **Background** My history with Ignite spans 3 years, during which I’ve witnessed how their initiatives have made a tangible difference in students’ investment in technical topics. My Afiniti colleagues and I saw this firsthand a few weeks ago when we hosted \[a virtual field trip and Q&A session\](/news/detail/ignite-worldwide) with sixteen high school students from Seattle. **New Sponsorship** With Afiniti’s corporate sponsorship, our collaboration expands to include leadership roles and regular educational events. I am delighted to share that our Chief Customer Officer, Orlando Hampton, and I have joined Ignite’s [Executive Advisory Board](https://www.igniteworldwide.org/our-team/). Together, we will help shape and support the organization’s sustainability and scalability strategies. Ignite’s mission to make it easier for girls to build careers in STEM fields is dear to me personally. It’s also important to Afiniti, which continues to prioritize closing the gender gap among its employees, last year adding 110% more women to its global team. By hosting events like virtual field trips, workshops, and panels, we look forward to sparking the interest of girls and non-binary youth from underserved communities in future science and technology careers. **Looking Ahead** One notable upcoming event is Ignite Worldwide’s annual Virtual Spring Gala, running from May 3-9, 2021. Afiniti is an “Innovator” sponsor of this week-long event, and everyone from Afiniti and beyond is invited to attend. The gala will feature talks, career sessions with senior executives, auctions, and more to help raise awareness about Ignite’s work and build resources for its development and sustainability. We hope to see you there! Stay tuned for future educational events when the fall school semester begins. Lindsay Hua is the VP of Global Deployment at Afiniti. ![](https://www.afiniti.com/wp-content/uploads/2023/10/News-Ignite-Virtual-Gala-300x169.jpg "News-Ignite-Virtual-Gala") **Categories:** Culture **Tags:** Latest Thinking --- ### [Sky Extends Partnership With Afiniti to Deliver Better Customer Experiences](https://www.afiniti.com/sky-extends-partnership-with-afiniti-to-deliver-better-customer-experiences/) **Published:** September 20, 2021 **Author:** Bengu Gungoren **Content:** ###### LONDON, Sept. 21, 2021 – Afiniti, a global provider of AI-based behavioral pairing technology, today announced a multi-year extension to its contract with Sky, Europe’s leading media and entertainment company. Sky uses Afiniti’s technology to help customers resolve issues over the phone more quickly and easily. Rather than routing customers to the first available agent, Afiniti’s patented AI analyses behavioral patterns to pair customers with agents based on who they will best interact with — and who is best able to solve the customer’s problem. Afiniti’s pairings lead to better conversations that reduce the need for transfers or follow-up calls — making each customer’s experience of interacting with a brand as enjoyable and easy as possible. “As one of our longest-standing partners, Sky has proven to be a great ally in our effort to transform customer interactions,” said Sabine Azancot, General Manager, United Kingdom, at Afiniti. “Every interaction is an opportunity for brands to give customers a better experience. That’s where Afiniti comes in — by ensuring Sky’s customers get to speak to the person they’re most likely to click with that day. We are incredibly proud of the trust the Sky team places in our technology and its ability to bring customers closer.” The new deal significantly expands the two companies’ partnership, including a new focus on innovation that provides Sky with early access to Afiniti’s new product capabilities. It will also allow Sky to extend Afiniti’s technology to customers of Sky Europe, as well as its Digital and Retail channels. **Media Inquiries** **About Afiniti** Afiniti uses the power of AI to help brands create happier, more loyal customers. Afiniti’s unique ability to precisely measure the value of its technology through ON/OFF cycles means clients only pay for a percentage of the value delivered. It has over 150 deployments in major enterprises and has optimised more than 600,000 agents and 700 million customers. Afiniti’s technology continually learns and improves, analyzing 1.3 million interactions every day to refine its pairings. Afiniti’s technology is proven to deliver hundreds of millions of dollars in incremental revenue to its clients each year, in sectors as diverse as telecoms, banking, insurance, retail and healthcare. To learn more, visit [www.afiniti.com](https://www.afiniti.com). **About Sky** Sky is Europe’s leading media and entertainment company and is proud to be part of the Comcast group. Across six countries, we connect our 23 million customers to the best entertainment, sports, news, arts and to our own award-winning original content. **Categories:** Partnerships **Tags:** Latest News --- ### [Responsible AI – not sentience – is crucial for today’s business transformation](https://www.afiniti.com/responsible-ai-not-sentience-is-crucial-for-todays-business-transformation/) **Published:** June 30, 2022 **Author:** Bengu Gungoren **Content:** ###### With AI playing such an important role in digital transformation, ensuring it is used in smart and safe ways is critical Digital and data-led advancement is at the heart of today’s business transformation, and AI technology, increasingly helping organisations deliver innovative services, is the key to this evolution. So, when Google made headlines recently after an engineer claimed an AI chatbot had become sentient, shockwaves rippled through the global business community. Whether sentient AI truly exists or not is a distraction. What this hyped news story highlights is the increasing need for responsible guardrails around artificial intelligence to ensure the technology successfully drives business transformation. If there are any questions looming over trust in the use of AI, then corporations will find it difficult to offer the next level of digital-first services and get customer buy-in. “The debate over a self-conscious AI shows there are still many anxieties about the use of artificial intelligence. If we want AI to synthesise large amounts of data, identify patterns, make decisions and continuously improve, then it has to be ethical, accountable and fully understood by all,” says Caroline O’Brien, chief data officer and head of product at Afiniti, which provides AI that pairs customers and contact centre agents based on how well they are likely to interact. “Every business now needs a responsible AI practice. Good governance is vital, not only for an organisation, but for its vendors, partners and suppliers. Anyone who is using AI needs to have best practices embedded into their enterprise as it transforms. This is the only way to promote trust in the use of artificial intelligence in business.” As more companies become digital-first, the challenge is likely to grow. Industry-wide funding for AI is expected to increase in 2022. A third of technology and service provider organisations with plans for AI aim to invest US1m or more into this technology in the next two years, according to Gartner, a business technology research and consulting firm. Such funding is increasing at a moderate to fast pace, as organisations create new products and services, expand their customer base and generate new revenue streams. “We are increasingly seeing AI used in call centres to connect callers with agents. It is also being used to provide prompts to agents that help them have better conversations with customers. More intelligent chatbots are coming to the fore as well. We will see many more business processes and human decision-making complemented with intelligent machine-based services,” says the CDO of Afiniti, whose technology serves several of the largest Fortune 100 companies across industries, including telecoms, healthcare, and insurance. “As AI’s use grows organically, it is harder for organisations to get a handle on the extent to which artificial intelligence is influencing business decision-making. Managing risk and promoting accountability is therefore becoming more important, especially as AI is increasingly used not just for frontline customer engagement, but throughout the customer journey. Having a clear understanding of how AI is being leveraged and what the impacts are in their own businesses is a huge priority for our clients right now.” With more regulation on the horizon, the need to act now is crucial. The EU is proposing legislation to address AI systems specifically that will include a universal obligation to inform customers that they are dealing with an AI. In the UK, policies in this field are under development with the Artificial Intelligence Act, while a patchwork of federal and state-level proposals are being embedded in the U.S. The core aim is to foster trust in AI and avoid a consumer backlash. Those enterprises, especially ones with operations in multiple jurisdictions, that don’t start building out a robust approach to responsible AI are likely to risk costs to their reputations and bottom line if issues do come to light in this arena. This increase in regulation comes as artificial intelligence is being further embedded into the enterprise, with many more organizational tasks. For example, customer insights, user experience and process improvement are three ways AI will increasingly benefit customer service organisations in the near future, according to research from Gartner. “We measure how our AI affects customers and employees, enabling us to understand both the business value that AI creates and its impact on people. Using AI responsibly should include testing for potential bias and correcting it where it is found,” says O’Brien from Afiniti, which has more than 400 patents and whose AI has, to date, been involved in more than 1 billion conversations between customers and call centre agents. “From a responsible AI perspective, it’s important to make sure that we have these protections in place. Context also matters. AI is being used in many different parts of the customer journey, so knowing where it is being used, when to use it, when not to use it, and where it is going to have the most impact in a positive way is extremely important.” Many businesses, especially large enterprises, have also implemented AI across multiple business units from marketing and sales, to logistics and business development. Having a cohesive picture on the use of AI and how it can be leveraged responsibly across the whole organisation is challenging. Yet companies will need to have a ‘single pane of glass’ view of their AI if they are to comply with new regulations. “From conversational bots to intelligent recommendations for customer service agents, the list of how AI can be used grows longer by the day. We increasingly need to account for all these use cases, how they influence decisions and the impact they have, or the industry will start to see rising distrust from consumers,” says O’Brien. “Having a holistic, responsible AI practice in place addresses this issue of trust. As businesses transform, we need observability, accountability and explainability for all AI uses, all of which drive customer trust. This is what Google’s sentient AI story is really highlighting.” **Responsibly transform your business with AI at [afiniti.com](https://www.afiniti.com).** *Originally [published](https://www.raconteur.net/report/business-transformation-2022/) in The Times Business Transformation Special Report on June 30, 2022.* **Categories:** Responsible AI **Tags:** Latest News --- ### [How Afiniti Can Improve Customer Satisfaction in Telecommunications](https://www.afiniti.com/how-afiniti-can-improve-customer-satisfaction-in-telecommunications/) **Published:** December 14, 2022 **Author:** Bengu Gungoren **Content:** ###### In a hypercompetitive telco market, where many different providers sell the same core products, customer experience continues to be a key differentiator. With multiple touchpoints that provide opportunities for customers to reconsider their brand choices, providing better customer experience at every interaction is crucial to retaining existing customers and attracting new ones. Fortunately, there is a way to deliver enhanced customer experiences and maximize every interaction opportunity. By deploying AI technology that pairs customers and agents on the basis of behavior, Afiniti can help you build better customer experiences, simply through pairing them with the agent they are most likely to connect with. Afiniti’s award-winning Behavioral Pairing algorithms can also build pairings between customers, agents, and offers in inbound, outbound, and digital environments. These three-dimensional pairings ensure customer satisfaction and increase revenue across voice and digital channels. [This level of personalization](https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying) greatly improves the customer experience and customer satisfaction, elevates sales outcomes, improves customer retention rates, increases cross-sells and upgrades, and impacts customer lifetime value. Afiniti is currently working with some the world’s biggest telecommunications companies, delivering billions each year as a critical part of their day-to-day operations. **World-leading AI technology with 400+ patents optimizes each interaction** In most contact centers today, as a customer contacts a company, they are typically routed to the next available agent. Afiniti’s pairing solution opens up a whole new world of possibilities that lead to better customer interactions, by going beyond this sequenced routing system. As agents become free, our AI deploys specialized machine learning techniques to identify agents’ unique interaction histories. In parallel, the technology identifies customers’ histories and likely intent, in order to predict which customer-agent pairing is most likely to result in a successful outcome. Models are trained and validated to identify predictors and patterns of behavior which can then be implemented in real-time. The patterns enable the algorithms to estimate the probability of success of various potential agent-customer pairs, then select the pair that maximizes the likelihood of a successful interaction. **A measurable business model ensures win-win for all parties involved** These enhanced pairs are determined in part by analyzing information relevant to the context of an interaction — such as the customer’s current bundle, and their reasons for past contacts — to discern which representative is best suited for each individual’s situation, delivering an improved customer experience and a more successful outcome. On the back end, Afiniti further leverages AI and machine learning techniques to identify overarching conversational patterns. Its algorithms learn and improve over time, analyzing millions of interactions every day. Afiniti works closely with clients, using these observations to continually evolve their customer experience. Afiniti is also one of the only applied artificial intelligence companies able to precisely measure the results that it delivers to clients. For the entirety of a client’s relationship, Afiniti benchmarks its performance by running its AI algorithms ON and OFF in short time cycles continuously, typically at 80% ON and 20% OFF. By comparing the contact center or client performance during these two time periods, Afiniti is able to demonstrate exactly how much impact it has on interactions. **Working together from deployment and beyond to get the best results** The Afiniti deployment process is led by Afiniti’s Global Deployment and Engineering team. It typically spans 60 to 90 days, and involves close work with the client to ensure optimized performance and the alignment of business objectives. Afiniti’s deployment experience includes integration with all major telephony, database, and related contact center systems vendors. In most cases, Afiniti’s cooperation and partnership with the provider facilitates a smooth deployment experience. Furthermore, Afiniti clients do not pay any installation or CapEx costs, and are only charged a percentage of the incremental value gains that Afiniti has delivered. **The benefits of personalization** Consumers expect more from their telecommunications providers. They want frictionless, efficient interactions tailored to their needs and specific context. With Afiniti’s proven track record of enhancing interactions to add value to some of the largest telecommunications providers in the world, businesses can rest assured that every touchpoint is enhanced with the personalization that matters. By taking each customer’s individual context into account, and matching them with the specific agent who is uniquely positioned to deliver the best service, your customers will have the sort of experience that satisfies, builds positive brand association, and engenders loyalty. Afiniti has been working with many of the world’s largest telecommunications and media providers since 2011. If your organization is interested in improving the quality of customer interactions too, [contact us](https://info.afiniti.com/afiniti-in-telco) today. **Categories:** Telco **Tags:** Latest Thinking --- ### [Fireside chat: Mike Fries and Tom Inskip discuss artificial intelligence](https://www.afiniti.com/mike-fries-and-tom-inskip-discuss-ai/) **Published:** November 18, 2023 **Author:** Irfan Q **Content:** ###### Afiniti President Thomas Inskip moderated a fireside chat hosted by Mike Fries, Chief Executive Officer and Vice Chairman of Liberty Global, and Balan Nair, Chief Executive Officer of Liberty Latin America, at Afiniti’s Senior Leadership offsite in October. Mike shared insights about Liberty Global’s 30-year growth history, the group’s international expansion and the synergies between its different consumer brands that include [Virgin Media](https://www.virginmedia.com/broadband) O2 in the UK, Telenet in Belgium, Sunrise in Switzerland and Virgin Media in Ireland. Mike, Balan and Tom had an engaging discussion about the future of the global telco industry, and about how artificial intelligence will revolutionize the telecom and cable space. Mike, Balan and Tom spoke about Liberty Global’s and Afiniti’s commitment to innovation and their investments in cutting-edge technology through new products, services and partnerships. Mike and Tom agreed that all artificial intelligence strategies should place the customer at the center and aim to drive incremental growth alongside traditional marketing and sales methods. We look forward to continuing our strong partnership with Liberty Global! **Categories:** Company News **Tags:** Latest News --- ### [Afiniti Appoints Tom Inskip as its President](https://www.afiniti.com/afiniti-appoints-tom-inskip-as-its-president/) **Published:** December 6, 2023 **Author:** Bengu Gungoren **Content:** ###### WASHINGTON – September 27, 2023 – Afiniti, the leading customer experience (CX) artificial intelligence (AI) application and cloud infrastructure provider, announces that Executive Vice President and Chief Commercial Officer, Tom Inskip, has been promoted to President of Afiniti. In this new position, Mr. Inskip is charged with the broad responsibilities of leading all of the customer and partner-facing activities for the company. The role is chartered with delivering on all of the company’s growth and marketing opportunities, as well as presenting a unified, best-in-class customer experience to Afiniti customers and partners worldwide. “Tom has played an instrumental role in Afiniti’s growth. I’ve had the pleasure to work alongside Tom for over a decade, and consider him an extraordinary growth leader, and business development and marketing talent,” said Hassan Afzal, CEO of Afiniti. “I am confident that his appointment positions us to fulfil our ambition to become the undisputed global leader in CX AI.” “It’s an honor to work with Hassan and our talented colleagues at Afiniti. We share a passion for making our customers and partners successful, and are excited to play an instrumental role in ushering in a new era of CX AI,” said Mr. Inskip. “More now than ever, our customers are turning to AI to optimize for better outcomes at every turn – this is our expertise.” Since 2013, Mr. Inskip has been responsible for revenue, helping the company achieve over 40% annual growth across a global customer base, while playing a key role in evolving our product portfolio beyond our AI Optimization solutions (AI Pairing, AI Offers, and AI Commissions) to include our AI Cloud Infrastructure product suite Afiniti InsideTM, which incorporates AIROTM, our new “self-serve” offering. **Media Contact** **About Afiniti** Afiniti is a leading provider of customer experience (CX) artificial intelligence (AI). Our CX AI optimization services and infrastructure deliver measurably better business outcomes for some of the largest enterprises in the world. Our technology is used globally in the healthcare, telecommunications, hospitality, insurance, and banking industries, and across multiple customer experience channels. To learn more, visit [www.afiniti.com](https://www.afiniti.com/). **Categories:** Company News **Tags:** Latest News --- ### [Afiniti President Tom Inskip moderates panel on AI and sustainability at COP28](https://www.afiniti.com/afiniti-president-tom-inskip-discusses-telecoms-technology-and-sustainability-at-cop28-in-dubai-with-the-sustainable-markets-initiative/) **Published:** December 6, 2023 **Author:** Bengu Gungoren **Content:** ###### Afiniti President, Tom Inskip, moderated a panel at COP28 with the Sustainable Markets Initiative on the role of digital technology in accelerating sustainability, featuring Tony Bates, the CEO of Genesys, Kate Kallot, the CEO of Amini AI, Natasha Franck, the CEO of EON, and Greg Jackson, the CEO of Octopus Energy. Tom and the panellists agreed that decarbonizing technology’s own footprint is essential not only to achieve the global sustainability objectives set by the United Nations, but also to build confidence in technology and AI as drivers of sustainability. Digital technology and AI have a crucial role to play in helping other sectors minimize their carbon footprint, through innovation, data and AI that lead to sustainable action and behaviors all through the value chain of any product or service. “At Afiniti, we are committed to taking the necessary steps to ensure that sustainability is at the heart of everything we do,” said Inskip. “As a leading technology company, we need to encourage and support sustainability, and help spread knowledge on what we can do as an industry to achieve sustainable outcomes.” ![](https://www.afiniti.com/wp-content/uploads/2023/12/COP-Photo-2-300x225.jpeg "COP Photo 2") **Categories:** Sustainability **Tags:** Latest News --- ### [Dr. Caroline O'Brien & Professor Elazer R. Edelman Discuss AI Safety Testing in VentureBeat](https://www.afiniti.com/dr-caroline-obrien-professor-elazer-r-edelman-discuss-ai-safety-testing-in-venturebeat/) **Published:** January 8, 2024 **Author:** Bengu Gungoren **Content:** ###### The use of AI in consumer-facing businesses is on the rise — as is the concern for how best to govern the technology over the long-term. Pressure to better govern AI is only growing with the Biden administration’s [recent executive order ](https://www.whitehouse.gov/briefing-room/statements-releases/2023/10/30/fact-sheet-president-biden-issues-executive-order-on-safe-secure-and-trustworthy-artificial-intelligence/)that mandated new measurement protocols for the development and use of advanced AI systems. AI providers and regulators today are highly focused on explainability as a pillar of AI governance, enabling those affected by AI systems to best [understand and challenge](https://oecd.ai/en/dashboards/ai-principles/P7) those systems’ outcomes, including bias. While explaining AI is practical for simpler algorithms, like those used to approve car loans, more recent AI technology uses complex algorithms that can be extremely complicated to explain but still provide powerful benefits. OpenAI’s GPT-4 is trained on massive amounts of data, with billions of parameters, and can [produce human-like conversations](https://www.technologyreview.com/2023/03/14/1069823/gpt-4-is-bigger-and-better-chatgpt-openai/) that are revolutionizing entire industries. Similarly, Google Deepmind’s [cancer screening models](https://www.nature.com/articles/s41586-019-1799-6) use deep learning methods to build accurate disease detection that can save lives. These complex models can make it nearly impossible to trace where a decision was made, but it may not even be meaningful to do so. The question we must ask ourselves is: Should we deprive the world of these technologies that are only partially explainable, when we can ensure they bring benefit while limiting harm? Even US lawmakers who seek to regulate AI are quickly [understanding the challenges around explainability](https://time.com/6289953/schumer-ai-regulation-explainability/), revealing the need for a different approach to AI governance for this complex technology — one more focused on outcomes, rather than solely on explainability. **Dealing with uncertainty around novel technology isn’t new** The medical science community has long recognized that to avoid harm when developing new therapies, one must first identify what the potential harm might be. To [assess the risk](https://venturebeat.com/security/the-password-identity-crisis-evolving-authentication-methods-in-2024-and-beyond/) of this harm and reduce uncertainty, the randomized controlled trial was developed. In a randomized controlled trial, also known as a clinical trial, participants are assigned to treatment and control groups. The treatment group is exposed to the medical intervention and the control is not, and the outcomes in both cohorts are observed. By comparing the two demographically comparable cohorts, causality can be identified — meaning the observed impact is a result of a specific treatment. Historically, medical researchers have relied on a stable testing design to determine a therapy’s long-term [safety and efficacy](https://venturebeat.com/security/cybersecurity-new-years-resolutions-every-enterprise-leader-and-user-should-make/). But in the world of AI, where the system is continuously learning, new benefits and risks can emerge every time the algorithms are retrained and deployed. The classical randomized control study may not be fit for purpose to assess AI risks. But there could be utility in a similar framework, like A/B testing, that can measure an AI system’s outcomes in perpetuity. **How A/B testing can help determine AI safety** Over the last 15 years, A/B testing has been used extensively in product development, where groups of users are treated differentially to measure the impacts of certain product or experiential features. This can include identifying which buttons are more clickable on a web page or mobile app, and when to time a marketing email. The former head of experimentation at Bing, Ronny Kohavi, introduced the concept of [online continuous experimentation](https://dl.acm.org/doi/10.1145/1281192.1281295). In this testing framework, Bing users were randomly and continuously allocated to either the current version of the site (the control) or the new version (the treatment). These groups were constantly monitored, then assessed on several metrics based on overall impact. Randomizing users ensures that the observed differences in the outcomes between treatment and control groups are due to the interventional treatment and not something else — such as time of day, differences in the demographics of the user, or some other treatment on the website. This framework allowed technology companies like Bing — and later Uber, Airbnb and many others — to make iterative changes to their products and user experience and understand the benefit of these changes on key business metrics. Importantly, they built infrastructure to do this at scale, with these businesses now managing potentially [thousands of experiments concurrently](https://hbr.org/2017/09/the-surprising-power-of-online-experiments). The result is that many companies now have a system to iteratively test changes to a technology against a control or a benchmark: One that can be adapted to measure not just business benefits like clickthrough, sales and revenue, but also causally identify harms like disparate impact and discrimination. **What effective measurement of AI safety looks like** A large bank, for instance, might be concerned that their new pricing algorithm for personal lending products is unfair in its treatment of women. While the model does not use protected attributes like gender explicitly, the business is concerned that proxies for gender may have been used when training the data, and so it sets up an experiment. Those in the treatment group are priced with this new algorithm. For a control group of customers, lending decisions were made using a benchmarked model that had been used for the last 20 years. Assuming the demographic attributes like gender are known, distributed equally and of sufficient volume between the treatment and control, the disparate impact between men and women (if there is one) can be measured and therefore answer whether the AI system is fair in its treatment of women. The exposure of AI to human subjects can also occur more slowly for a controlled rollout of new product features, where the feature is gradually released to a larger proportion of the user base. Alternatively, the treatment can be limited to a smaller, less risky population first. For instance, [Microsoft uses red teaming](https://www.microsoft.com/en-us/security/blog/2023/08/07/microsoft-ai-red-team-building-future-of-safer-ai/#:~:text=The%20practice%20of%20AI%20red,generation%20of%20potentially%20harmful%20content.), where a group of employees interact with the AI system in an adversarial way to test its most significant harms before releasing it to the general population. **Measuring AI safety ensures accountability** Where explainability can be subjective and poorly understood in many cases, evaluating an AI system in terms of its outputs on different populations provides a quantitative and tested framework for determining whether an AI algorithm is actually harmful. Critically, it establishes [accountability of the AI system](https://oecd.ai/en/dashboards/ai-principles/P9), where an AI provider can be responsible for the system’s proper functioning and alignment with ethical principles. In increasingly complex environments where users are being treated by many AI systems, continuous measurement using a control group can determine which AI treatment caused the harm and hold that treatment accountable. While explainability remains a heightened focus for AI providers and regulators across industries, the techniques first used in healthcare and later adopted in tech to deal with uncertainty can help achieve what is a universal goal — that AI is working as intended and, most importantly, is safe. **About Dr. Caroline O’Brien** Caroline O’Brien is chief data officer and head of product at [Afiniti](https://www.afiniti.com/), a customer experience AI company. **About Professor Elazer R. Edelman** Elazer R. Edelman is the Edward J. Poitras professor in medical engineering and science at MIT, professor of medicine at Harvard Medical School and senior attending physician in the coronary care unit at the Brigham and Women’s Hospital in Boston. *Originally [published](https://venturebeat.com/ai/how-important-is-explainability-applying-critical-trial-principles-to-ai-safety-testing/) in VentureBeat on January 7, 2024.* **Categories:** Leader Insights, Responsible AI **Tags:** Latest Thinking --- ### [New Afiniti Partnership with Türk Telekom](https://www.afiniti.com/new-afiniti-partnership-with-turk-telekom/) **Published:** July 3, 2024 **Author:** Bengu Gungoren **Content:** ###### Afiniti is happy to announce a new partnership with Türk Telekom, Turkey’s leading telecom operator. They have chosen to work with Afiniti so that they can use our eXperienceAI Elite product to help them make their client interactions easier and more efficient along with increasing happiness in resolution for the customer. Rather than routing customers to the first available agent with the traditional approach, Afiniti’s patented AI predictive technology pairs customers with agents based on who they will best interact with and who is most equipped to solve the customer’s particular problem. “Türk Telekom’s first and utmost priority is to deliver better experiences to its customer and towards this aim we are committed to use most innovative and new technologies, particularly applied-AI” said Ms. Zeynep Özden, CMO of Türk Telekom. “Every interaction is a unique opportunity to give customers a better experience. We started to partner with Afiniti to ensure the best experience for all our customers in Contact Center domain through pairing them with the right agents who will best address their needs.” “We are thrilled to strengthen our collaboration with Türk Telekom, a leader in innovation and customer satisfaction. This partnership represents a significant step forward in our mission to optimize customer interactions through advanced AI-driven solutions. Together, we are committed to delivering exceptional service quality, and precisely measurable value leveraging our combined expertise to create unparalleled value for Türk Telekom’s customers.” – Jérôme de Castries, EVP International, Afiniti Afiniti’s pairings lead to better conversations that reduce the need for transfers or follow-up calls as well as improving Türk Telekom’s commercial performance. Türk Telekom and Afiniti are planning to further expand their partnership in the AI and Contact Center space via new use-cases and applications . – **Türk Telekom ve Afiniti Ortaklığı** Afiniti, Türkiye’nin lider bilgi ve iletişim teknolojileri şirketi Türk Telekom ile yeni bir ortaklığa imza atmanın mutluluğunu yaşıyor. Türk Telekom, eXperienceAI Elite ürünümüzü kullanarak müşteri etkileşimlerini daha kolay ve verimli hale getirmenin yanı sıra müşteri memnuniyetini artırmak amacıyla Afiniti ile çalışmaya başladı. Afiniti’nin patentli yapay zekâ teknolojisi müşterileri, en iyi hizmeti alacakları ve sorunlarını çözmek için en iyi donanıma sahip olan temsilcilerle eşleştiriyor. Türk Telekom Pazarlama ve Müşteri Deneyimi Genel Müdür Yardımcısı Sn. Zeynep Özden, Afiniti ile yaptıkları iş birliği ile ilgili şunları söyledi: “Türk Telekom olarak birinci önceliğimiz müşterilerimizin deneyimlerinin iyileştirilmesi ve ihtiyaçlarına uygun çözümler sunmak. Bu doğrultuda dünyadaki en özel ve yenilikçi teknolojileri kullanmaya devam ediyoruz. Uygulamalı Yapay Zekâ kullanımı alanındaki odağımızın bir parçası olarak Afiniti firması ile geliştirdiğimiz iş birliğimiz çerçevesinde, Çağrı Merkezimize temas eden her müşterimizi, kendisine en uygun müşteri temsilcisi ile görüştürerek en iyi deneyimi sunuyoruz.” “İnovasyon ve müşteri memnuniyetinde lider Türk Telekom ile iş birliğimizi güçlendirmekten büyük heyecan duyuyoruz. Bu ortaklık, gelişmiş yapay zekâ tabanlı çözümler aracılığıyla müşteri etkileşimlerini optimize etme misyonumuzda ileriye doğru atılmış önemli bir adımı temsil ediyor. Uzmanlığımızı Türk Telekom’un uygulama gücü ile birleştirerek Türk Telekom müşterileri için ölçülebilir bir değer yaratmaya ve yenilikçi hizmet sunmaya kararlıyız. ” – Jérôme de Castries, Uluslararası GMY, Afiniti Bu iş birliği sayesinde, Türk Telekom hem müşteri memnuniyetinde hem de ticari perspektifte kazanım elde etmektedir. Türk Telekom ve Afiniti, bundan sonraki süreçte müşteri deneyimini artıracak yeni çözümleri devreye alarak iş birliklerini geliştirmek üzere çalışmalarına devam etmektedirler. **Categories:** Customer Experience, Telco **Tags:** Latest News --- ### [Afiniti Appoints Dileepan Narayanan as Chief Product and Technology Officer](https://www.afiniti.com/afiniti-appoints-dileepan-narayanan-as-chief-product-and-technology-officer/) **Published:** June 16, 2025 **Author:** Bengu Gungoren **Content:** ###### **Washington, D.C. – June 16, 2025** – Afiniti, Inc., a global customer experience and artificial intelligence provider, today announced the appointment of Dileepan Narayanan as its new Chief Product and Technology Officer. Mr. Narayanan brings more than two decades of experience in product and business leadership across consumer and enterprise technologies. His deep expertise spans Generative AI, Conversational AI, Computer Vision, Multimodal AI, IoT, and Edge Compute. He will be responsible for leading Afiniti’s global product and technology teams and will drive excellence in all our existing products and next-generation AI products and solutions. Mr. Narayanan will be based in San Francisco. Mr. Narayanan joins Afiniti from Amazon, where, most recently, he led the launch of Generative AI applications and infrastructure for Amazon’s global selling community. Previously, he led product teams across Amazon’s Alexa and Artificial General Intelligence (AGI), launching notable innovations such as personalized conversational AI for Alexa (Teachable AI), multimodal learning for Amazon’s home robot Astro, and augmented reality experiences. Mr. Narayanan also played a key role in scaling Amazon’s foundation models through AWS Bedrock. Earlier in his career, he held senior product leadership roles at Ruckus Networks, Broadcom, and Cypress Semiconductor, where he developed IoT platforms, led large-scale P&Ls, and introduced market-first innovations in wireless and touchscreen technologies. “We’re thrilled to welcome Dileepan to Afiniti,” said Jerome Kapelus, Chief Executive Officer of Afiniti. “He is a world-class product leader with a passion for turning bold ideas into real-world impact. His deep technical expertise and track record of scaling AI products from 0-to-1 will be critical as we drive forward our product-led growth agenda and continue delivering value to our clients. Dileepan will play a central role in advancing Afiniti’s next generation of AI optimization solutions — especially our new Agentic AI offerings — which will work together with our high-impact core pairing technology to continue to transform contact center performance and effectiveness for the world’s largest consumer-facing companies.” “I’m deeply inspired by Afiniti’s mission and the opportunity to apply responsible AI to complex business challenges, and see tremendous potential to deliver meaningful impact,” said Mr. Narayanan. “I’m impressed by the strength of Afiniti’s AI innovation and talent, and I’m confident that, with a product-led mindset, we can unlock significant growth. I’m particularly excited to accelerate the development of our differentiating Agentic AI solutions, which will seamlessly leverage the market-proven strengths of Afiniti’s optimization platform to empower agents, improve outcomes, and redefine the customer experience in large-scale contact centers.” **About Afiniti** Founded in 2006, Afiniti is a leading provider of artificial intelligence solutions, specializing in optimizing customer interactions across various industries. By leveraging patented technology, Afiniti identifies and predicts patterns of interpersonal behavior to pair customers with the most compatible contact center agents, enhancing customer satisfaction and operational efficiency. Afiniti’s AI solutions enable leading global consumer companies to drive high-value engagement between their customers and their customer service agents. To learn more, visit [www.afiniti.com](https://www.afiniti.com/). **Media Contact** **Categories:** Company News **Tags:** Latest News --- ### [Perception: At the Core of Customer Experience in the Contact Center](https://www.afiniti.com/perception-at-the-core-of-customer-experience-in-the-contact-center/) **Published:** August 26, 2025 **Author:** Bengu Gungoren **Content:** ###### What is customer experience, really? My favorite definition comes from Bruce Temkin: > *“The perception that customers have of their interactions with an organization.”* That one word “perception” changes everything. ##### **The Hidden Variable in Every Call** In the contact center, two people can go through the same exact process, hear the same words, get the same resolution, and walk away feeling totally different. One person may feel heard. The other may feel dismissed. One may feel loyal. The other frustrated. That’s perception. And it’s shaped by more than what’s said or done on the call. It’s shaped by the entire customer experience leading up to that point. Maybe they have a product that didn’t work at a critical time. Maybe they already tried a digital channel. Maybe they’ve bounced around. Maybe they didn’t even want to call in the first place. By the time someone reaches a human, their perception can already be formed and often, it’s not great. ##### **Why This Makes Live Calls So Hard** Let’s be honest: call centers weren’t traditionally built for this level of nuance. Most are set up to route calls based on intent, “I want to buy something,” “I have a billing problem,” “I need to cancel.” So, you group agents into skills-based queues, give them training and tools, and try to match the issue with the solution. But here’s the challenge: perception doesn’t always follow intent. It’s personal. It’s contextual. It’s the question behind the question. It’s invisible in the data unless you know where to look. And the data is often not available in the call center, especially when a customer moves among other channels before making a call. ##### **Perception is a Factor We Can’t Ignore** The contact center is often the last stop in someone’s journey and the best chance to fix a broken perception of the customer’s interactions with a company. That’s a lot of pressure. But it’s also an opportunity. If we understand how unique and subjective every call really is, we can stop optimizing just for efficiency and start designing for impact. It doesn’t mean adding more steps. It means helping agents do what they’re already trying to do: make someone feel heard, understood, and taken care of. One perception at a time. **Categories:** Customer Experience **Tags:** Blog --- ### [The Other Half: Channel Consistency](https://www.afiniti.com/the-other-half-channel-consistency/) **Published:** September 11, 2025 **Author:** shaban.ahmad@afiniti.com **Content:** ###### In my last blog, I talked about persistence: the need for companies to “pick up where the customer left off” when a customer moves between channels. But persistence only solves half the problem. The other half is consistency. Because what good is remembering the customer’s cart if the prices, policies, or even the answers are different depending on the channel where they show up? ##### **A Hidden Gap in CX** Customers live in a multi-channel world. They bounce between apps, websites, stores, and contact centers without a second thought. To them, it’s all one company. But inside the business, it’s usually not that simple. Each channel can have its own systems, data sources and knowledge management. And its own processes, policies, and constraints. ##### Lack of channel consistency is a by-product of this complexity. That’s how you get situations where the website says one thing, the store says another, and the agent on the phone says something completely different. For the customer, that feels like broken promises. For the company, it’s lost trust — and can lead to lost business. ##### **The Channel Paradox** Here’s the paradox: companies have made significant investments to expand the number of channel choices and capabilities within the channels. And yet companies can create channel inconsistency by restricting the channel choice. Or by not being straightforward about what interactions can be completed in each channel. - You can sign up online to receive the best deal but then find out you have to call if you want to cancel. - You’re encouraged to use digital self-service, but when the issue can’t be resolved, it’s impossible to find a number to call. So which is it? Is it about giving customers a choice of channels and consistent experience, or about steering them to what’s best for the company? For most organizations, the truth is somewhere in between. But for the customer, the inconsistency can be glaring. ##### **Why Consistency Is So Hard** Consistency doesn’t mean replicating the same capabilities and offers across all channels. Customers don’t expect the mobile app to solve the same problems a live agent can. What they do expect is clarity and continuity: - Correct and consistent information regardless of the selected channel - Transparency about what each channel can and can’t handle - Easy access to whatever channel is selected - Context carried forward, so they’re not repeating themselves at every turn The reality is that this is hard work. Legacy systems don’t always talk to each other. Data can sit in silos. Differing security requirements may create friction. But none of that matters to the customer. From their perspective, inconsistency equals confusion. ##### **Why Voice Still Matters** This is why the voice channel still carries so much weight. It’s the channel that is expected to pick up the pieces when everything else fails. It’s where the most complex, emotional, and high-value conversations take place. It’s where trust is won or lost in real time. Voice still matters because the customer holds the agent accountable-not the chat bot, the website, or the mobile app-when there is lack of channel consistency. ##### **Persistence + Consistency = Trust** Persistence means I don’t have to start over. Consistency means I don’t have to wonder which answer is the right one. Together, they’re what define a modern, trustworthy customer journey. Until companies solve both, they’ll remain stuck in the paradox: offering choice on the surface, while taking it away in practice. And customers notice, not just in what they say, but in whether they come back. **Categories:** Agent Experience **Tags:** Blog --- ### [Reducing Calls or Reducing Defects?](https://www.afiniti.com/reducing-calls-or-reducing-defects/) **Published:** September 16, 2025 **Author:** Bengu Gungoren **Content:** ###### When we talk about the state of customer experience today, the spotlight often shines on shiny new digital tools and agentic AI. The promise is appealing: more automation, more self-service, fewer calls. ###### But here’s the question I keep coming back to: are we actually reducing the number of calls by fixing the underlying problems, or are we just creating more ways for customers to chase solutions when something breaks? ##### Two Paths to Fewer Calls At its core, there are two ways to prevent calls to a contact center: Eliminate the defect or root cause of the issue that forces the customer to seek help in the first place. Build self-service or digital tools that let the customer resolve issues without calling. The first path is harder but far more rewarding. Preventing defects delivers a better experience and builds trust, because customers don’t need to seek help at all. The second path can also improve experience if it reduces effort and solves problems effectively. But it’s only a true improvement if it works. Unfortunately, there’s also a third option we’ve all seen: simply hide the call center phone number. That’s not a strategy, it’s avoidance. ##### The Appeal of Digital Solutions In the past five years, agentic AI and advanced digital channels have captured headlines. Many predict they’ll rival or even replace the call center. But I’ve been around long enough to remember that twenty years ago, experts said websites and apps would soon make call centers obsolete. Fast forward to today: call centers remain central to customer support. Why? Because defects and complex issues persist, and when they do, customers must still turn to people for resolution. ##### A Zero-Sum Game? Technology cuts both ways. It can enable elegant self-service, but it can also create new reasons for customers to call. Think about the countless data breaches where sensitive information gets exposed online. That very technology meant to streamline experiences ends up creating a whole new set of problems customers must resolve by phone. So, we have to ask: has the focus on building more channels distracted companies from fixing the root causes that drive calls in the first place? Or has the complexity of modern products and services simply created more points of failure? ##### The Real Priority Reducing calls by fixing defects is not just an operational win, it’s the foundation of a better customer experience. Digital tools and AI matter, but they shouldn’t overshadow the basics: reliable products, thoughtful processes, and deliberate design that prevent the need for a call at all. Because at the end of the day, the ultimate measure of success isn’t how many customers you deflect into self-service. It’s how few of them needed help in the first place. ##### Wrapping Up This Series This piece concludes my five-part series exploring the evolving role of the [contact center in customer experience](https://www.afiniti.com/perception-at-the-core-of-customer-experience-in-the-contact-center/). From voice as a trust channel, to perception, persistence, consistency, and now defect reduction, each post looked at a different dimension of what truly shapes outcomes. While this series has come to an end, the conversation is far from over. Customer expectations keep rising, and the intersection of digital tools, AI, and human service will continue to evolve. I look forward to sharing more reflections on what’s changing, and what should never change, in the world of customer experience. **Categories:** Customer Experience **Tags:** Blog --- ### [Empathy Is the Real Currency in Financial Services](https://www.afiniti.com/empathy-is-the-real-currency-in-financial-services/) **Published:** October 28, 2025 **Author:** Bengu Gungoren **Content:** ###### I’ll never forget how it felt to get a mortgage to buy my first house. Although I worked in banking and personally managed our mortgage business, it was nonetheless quite anxiety provoking. I had confidence in myself, but how would I pay back a loan that was more than twice my current income? What if my career trajectory didn’t proceed as I envisioned? Did I overextend? What was the right mortgage for me? Should I buy down the interest rate by paying upfront points? What hidden closing costs could alter my carefully planned budget? I had so many questions and concerns. My decision wasn’t just a financial calculation. It was a deeply personal decision. And while I had access to plenty of tools and calculators, what I really needed was someone who could help me think through the “what ifs.” Someone who understood my situation walked me through the options and helped me feel confident in the path I was choosing. ##### Financial Products Are Complex by Design Many financial products, including mortgages, insurance, credit cards and investment vehicles, are complex by nature. They have to be. These products are built to perform a wide array of functions and must account for numerous scenarios, preferences, and risk profiles. That complexity is necessary to make them flexible and effective. But with complexity comes a burden. Customers are asked to make decisions that are both rational and deeply emotional. Digital tools can support the rational side, such as comparing rates or calculating payments. But they often fall short when it comes to building confidence. ##### The Role of Human Advisors This is where human advisors still matter. A good advisor doesn’t just explain the product. They understand the person. They can sense hesitation, ask the right questions, and help customers think through contingencies. They bring empathy, experience, and reassurance, especially in moments that carry emotional weight. Looking back on my own experience, what I needed most wasn’t just information. I needed trust and empathy. I had to weigh several options, each with its own trade-offs, and think through how they might play out in different life scenarios. It wasn’t just about interest rates or repayment terms. It was about feeling confident in a major financial decision. And it was a person, not a tool, who helped me work through those questions and reach that point of confidence. ##### AI Enablement vs. Autonomy AI has a role to play. It can support advisors with better insights, faster analysis, and more personalized recommendations. But it is not ready to replace the human connection, especially in high-stakes decisions. Customers are generally comfortable when their advisor uses AI tools to support decision-making. What they are not ready for is a fully autonomous experience where the human is removed from the process. In emotionally charged or complex financial decisions, people want to deal with a human being. There is a meaningful difference between AI enablement and full automation. Automation is fine, even preferred, for simple transactions like checking balances, confirming due dates and reviewing recent transactions. But in sensitive scenarios like taking out a mortgage or buying the right insurance coverage at the right price, customers value empathy, real-world understanding, and the ability to talk through contingencies. These are things digital tools alone cannot yet provide. The human element remains essential. ##### Final Thought Financial institutions that get this balance right, combining AI’s capabilities with human empathy, will be the ones that earn trust. Because at the end of the day, financial decisions are not just about logic. They are about life. And that is something only people can truly understand. **Categories:** Financial Services **Tags:** Blog --- ### [Adopting AI in Finance: Why Caution Is Natural, and Progress Is Possible](https://www.afiniti.com/adopting-ai-in-finance-why-caution-is-natural-and-progress-is-possible/) **Published:** November 12, 2025 **Author:** Bengu Gungoren **Content:** ###### Change is hard, even when it promises something better. I learned that firsthand when my doctor suggested a new technology to manage my diabetes. I hesitated at first. Not because I doubted the science, but because trust takes time. That same careful consideration is what I see in financial institutions evaluating AI today, and it’s not a weakness. It’s wisdom. I’ve lived with Type 1 diabetes for most of my life. Managing it requires constant attention, discipline, and trust in the tools and people around me. A few years ago, my endocrinologist recommended I switch to a continuous glucose monitor (CGM), a device that tracks blood sugar in real time and offers far more insight than traditional finger pricks. At first, I was reluctant. Not because I didn’t believe in technology, but because I wasn’t ready to change routines that had kept me safe for decades. I had questions. I had concerns. I needed to understand how it worked, what risks it carried, and whether it would truly improve my health. Only after asking every question and feeling confident in the answers did I make the switch. The result? My glucose control improved dramatically. I understand my condition better, and I manage it more safely. The technology didn’t replace my judgment, it enhanced it. It gave me real-time visibility into trends and outcomes, alerting me before danger struck and helping me steer toward better decisions. ##### The Same Dynamic Exists with AI in Financial Services Financial institutions face a similar situation. Leaders see the potential: better insights, faster decisions, more personalized experiences. Yet many proceed carefully, and they’re right to. Banking is a trust-driven, highly regulated industry. Every decision is scrutinized, and every misstep has consequences. I’ve heard banks say, “Your technology is interesting, but we won’t be first to use it.” That’s not resistance, it’s prudence. And it’s understandable. ##### Regulation Shapes Culture Financial institutions operate under strict regulatory frameworks. From UDAAP to AML to Fair Lending, the rules are clear: protect consumers, ensure fairness, and avoid unintended harm. These guardrails are table stakes, and they shape organizational culture. They create a bias toward risk avoidance, which can slow innovation, even when that innovation could improve outcomes for both customers and shareholders. This is the tension: the desire to innovate is paired with the responsibility to stay compliant and protect trust. ##### The Path Forward: Expert Guidance and Outcome-Based Adoption Just like I needed my endocrinologist to guide me through the transition to a CGM, financial institutions need expert partners to help them adopt AI responsibly. That means understanding how the technology works, how it aligns with regulatory expectations, and how it can be implemented without compromising safety or fairness. It also means asking hard questions: - What personal data is being used? - How are decisions being made? - Can we explain the outcomes to regulators and customers? These aren’t barriers. They’re the foundation of trust. And here’s the key: AI isn’t just about automation. It’s about improving outcomes. The CGM didn’t just give me data; it gave me foresight. It helped me avoid danger and make better decisions. Financial institutions can do the same. With the right tools, they can simulate potential outcomes before decisions are made and steer toward better ones. ##### Final Thought AI can be used safely and productively in financial services. But it requires time, research, and the right guidance. Institutions that approach adoption deliberately, with curiosity, caution, and expert support, will be the ones that unlock real value. Because caution isn’t the enemy of progress. It’s part of the process. And when paired with outcome-driven thinking, it becomes a powerful catalyst for change. **Categories:** Financial Services **Tags:** Blog --- ## Pages ### [Home](https://www.afiniti.com/) **Published:** January 9, 2026 **Author:** shaban.ahmad@afiniti.com **Content:** ![Blue abstract background with smooth, wavy horizontal stripes.](https://www.afiniti.com/wp-content/uploads/2026/05/Unlocking-the-Full-Potential-of-Contact-Centers-Worldwide.webp "Unlocking-the-Full-Potential-of-Contact-Centers-Worldwidewebp") ![Unlocking-the-Full-Potential of Contact Centers Worldwide](https://www.afiniti.com/wp-content/uploads/2026/02/Unlocking-the-Full-Potential-of-Contact-Centers-Worldwide-mobile-1-1.webp "Unlocking-the-Full-Potential of Contact Centers Worldwide") # Unlocking the Full Potential of Contact Centers Worldwide. ## Afiniti is an AI native company and the global leader in **outcome orchestration**, where we bring simplicity, transparency, and measurable results to complex contact centers. [Book a Demo ](/book-a-demo) ![Client Logo 1](/wp-content/uploads/2026/05/Client-logo-1-copy1.svg) ![Client Logo 2](/wp-content/uploads/2026/05/Client-logo-2-3.svg) ![Client Logo 1](/wp-content/uploads/2026/05/Client-logo-1-copy1.svg) ![Client Logo 2](/wp-content/uploads/2026/05/Client-logo-2-3.svg) ![Client Logo 1](/wp-content/uploads/2026/05/Client-logo-1-copy1.svg) ![Client Logo 2](/wp-content/uploads/2026/05/Client-logo-2-3.svg) ![Client Logo 1](/wp-content/uploads/2026/05/mobile-1-2.svg) ![Client Logo 2](/wp-content/uploads/2026/05/mobile-2-2.svg) ![Client Logo 3](/wp-content/uploads/2026/05/mobile-3-2.svg) ![Client Logo 1](/wp-content/uploads/2026/05/mobile-1-2.svg) ![Client Logo 2](/wp-content/uploads/2026/05/mobile-2-2.svg) ![Client Logo 3](/wp-content/uploads/2026/05/mobile-3-2.svg) ## Contact Center Expertise, Proven at Scale For 20 years, Afiniti has helped enterprises turn everyday customer interactions into measurable business impact. Our AI-powered outcome orchestration continuously improves performance across the three layers that define success in the contact center: **internal efficiency, operational effectiveness, and business outcomes.** By learning from millions of real-world interactions, our patented optimization technology makes smarter decisions across routing, agent pairings, and AI agents—driving results that translate into tangible impact. With over **$2.5B in verified incremental value created**, leading contact centers of every size and from every platform, trust Afiniti to unlock the value already inside their ecosystem—no rip and replace required. ![Contact Center Expertise, Proven at Scale](https://www.afiniti.com/wp-content/uploads/2026/05/Pyramid-Home-v3.svg "Contact Center Expertise, Proven at Scale") ![Contact Center Expertise, Proven at Scale](https://www.afiniti.com/wp-content/uploads/2026/05/Pyramid-laptop-v3.svg "Contact Center Expertise, Proven at Scale") ![Contact Center Expertise, Proven at Scale](https://www.afiniti.com/wp-content/uploads/2026/05/Pyramid-Mobile1.svg "Contact Center Expertise, Proven at Scale") With over **$2.5B in verified incremental value created**, leading contact centers of every size and from every platform, trust Afiniti to unlock the value already inside their ecosystem—no rip and replace required. ### Solutions Explore how outcome orchestration works across the contact center ecosystem ![Afiniti Pairing](/wp-content/uploads/2026/05/Afiniti-Pairing.svg) ![Afiniti Agents](/wp-content/uploads/2026/05/Afiniti-Agents.svg) ![Afiniti Orchestrator](/wp-content/uploads/2026/05/Afiniti-Orchestrator.svg) ![Afiniti Intelligence](/wp-content/uploads/2026/05/Afiniti-Intelligence.svg) 01 ### Afiniti Pairing **Afiniti Pairing** orchestrates how customers and agents are matched in real time using AI-driven decisioning. By learning from historical interactions and outcomes, Pairing helps enterprises improve the moments that matter most across inbound, outbound, digital, and blended environments. [ ](/products/afiniti-pairing) [Learn more about Afiniti Pairing](/products/afiniti-pairing) [ ](/products/afiniti-pairing) [Learn more about Afiniti Pairing](/products/afiniti-pairing) 02 ### Afiniti Agents Contact centers today are under pressure to automate — but many AI agents quickly hit a ceiling in results causing outcomes to stall and customer frustration to grow. **Afiniti Agents** automates customer interactions across voice and chat with human-like, empathetic conversations while staying focused on what matters most: outcomes. [ ](/products/afiniti-agents/) [Learn more about Afiniti Agents](/products/afiniti-agents/) [ ](/products/afiniti-agents/) [Learn more about Afiniti Agents](/products/afiniti-agents/) 03 ### Afiniti Orchestrator Managing SLAs and business rules is slow, fragmented, and manual—leading to inefficiency, breaches, and lost revenue. **Afiniti Orchestrator** uses AI to manage your routing rules and logic dynamically, reacting to evolving situations as well as user initiated problem solving in natural language. [ ](/products/afiniti-orchestrator/) [Learn more about Afiniti Orchestrator](/products/afiniti-orchestrator/) [ ](/products/afiniti-orchestrator/) [Learn more about Afiniti Orchestrator](/products/afiniti-orchestrator/) 04 ### Afiniti Intelligence Contact centers rely on fragmented data and ad-hoc analysis, slowing decisions and eroding trust. **Afiniti Intelligence** is an intelligence platform that lets anyone, from analyst to CEO, query data, run simulations, and uncover trends in natural language. It unifies intelligence across systems to drive faster, fairer, and more outcome-driven decisions. [ ](/products/afiniti-intelligence/) [Learn more about Afiniti Intelligence](/products/afiniti-intelligence/) [ ](/products/afiniti-intelligence/) [Learn more about Afiniti Intelligence](/products/afiniti-intelligence/) ## Industries See how measurable outcomes show up across industries. [### Telco & Media Top Telco Generates over ### $1b with Afiniti ](https://www.afiniti.com/industries/telco-media/) [### Financial Services International Bank Increases Loan Sales by ### 12% with Afiniti ](https://www.afiniti.com/industries/financial-services/) [### Insurance Large U.S. Insurer Increases Lifetime Premiums by ### $450m+ with Afiniti ](https://www.afiniti.com/industries/insurance/) [### Healthcare Top U.S. Healthcare Insurer Increases Telesales by ### 6% with Afiniti ](https://www.afiniti.com/industries/healthcare/) [### Travel & Hospitality Global Hospitality Company Increases LTV by ### $40m with Afiniti ](https://www.afiniti.com/industries/travel-hospitality/) ## Proof from Clients Real-world results from organizations using Afiniti in production. [Watch Testimonials ](/testimonials) ![Lutz Schuler](https://www.afiniti.com/wp-content/uploads/2026/01/Lutz-Schuler-icon.svg) \[With\] your support, we have been generating more happy customers and we have generated more revenue.” ![Company_logo](https://www.afiniti.com/wp-content/uploads/2026/05/VMO2-01.svg) Lutz Schuler Chief Executive Officer, Virgin Media O2 ![Jenifer Robertson](https://www.afiniti.com/wp-content/uploads/2026/01/Jenifer-Robertson-icon.svg) \[With\] 80% of our calls with Afiniti ON, 20% OFF, we are having a big impact on the customer experience and the ability to generate revenue.” ![Company_logo](https://www.afiniti.com/wp-content/uploads/2026/01/ATT.svg) Jenifer Robertson Executive Vice President & General Manager AT&T Mass Markets ![Pietro Labriola](https://www.afiniti.com/wp-content/uploads/2026/01/Pietro-Labriola-icon.svg) The opportunity for us is clear: Afiniti improves our customer service and provides therefore a key competitive advantage for TIM.” ![Company_logo](https://www.afiniti.com/wp-content/uploads/2026/01/TIM.svg) Pietro Labriola CEO of TIM Spa ![Previous](https://www.afiniti.com/wp-content/plugins/design-system-plugin-2026/widgets/../assets/svg/left-arrow-light.svg) ![Next](https://www.afiniti.com/wp-content/plugins/design-system-plugin-2026/widgets/../assets/svg/right-arrow-light.svg) ## Responsible AI Responsible AI is embedded into every part of our technology. Our approach includes focus on transparency, accountability, measurable performance, and human-centered design. Rather than relying on assumptions about how AI behaves, we show the decisions it makes, the data behind them, and the outcomes they generate. This ensures enterprises always have visibility into how Afiniti’s systems operate and the value they create. [ Learn More About Responsible AI ](https://www.afiniti.com/responsible-ai/) ## 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. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) --- ### [About Us](https://www.afiniti.com/about-us/) **Published:** January 13, 2026 **Author:** Daniyal.Khan@afiniti.com **Content:** # Who We Are ## Afiniti is an AI native company and the global leader in outcome orchestration, where we bring simplicity, transparency, and measurable results to complex contact centers. ## The Contact Center Experts For 20 years, we’ve applied AI where it matters most—inside real customer interactions—to drive measurable outcomes like higher revenue, stronger retention, and better experiences. Our patented optimization technology learns from millions of live interactions to make smarter decisions across routing, agent pairings, and AI agents. With over **$2.5B in verified incremental value created**, the world’s leading contact centers, of every size and from every platform, trust Afiniti to unlock the value already inside their ecosystem—no rip and replace required. ### What We Do #### Outcome Orchestration for the Contact Center Most AI initiatives struggle to deliver value because decisions are made in silos—across tools, rules, and teams. Afiniti solves this with outcome orchestration: a single intelligence layer that aligns data, decisioning, and execution to drive measurable results. Built to complement your ecosystem—not replace it—Afiniti works with your existing platforms and partners, scaling from mid-market teams to the world’s largest enterprises. ![Outcome Orchestration for the Contact Center](https://www.afiniti.com/wp-content/uploads/2026/05/Outcome-Orchestration.svg "Outcome Orchestration for the Contact Center") ![Afiniti Pairing](/wp-content/uploads/2026/05/Afiniti-Pairing.svg) ![Afiniti Agents](/wp-content/uploads/2026/05/Afiniti-Agents.svg) ![Afiniti Orchestrator](/wp-content/uploads/2026/05/Afiniti-Orchestrator.svg) ![Afiniti Intelligence](/wp-content/uploads/2026/05/Afiniti-Intelligence.svg) 01 ### Afiniti Pairing **Afiniti Pairing** orchestrates how customers and agents are matched in real time using AI-driven decisioning. By learning from historical interactions and outcomes, Pairing helps enterprises improve the moments that matter most across inbound, outbound, digital, and blended environments. [ ](/products/afiniti-pairing) [Learn more about Afiniti Pairing](/products/afiniti-pairing) [ ](/products/afiniti-pairing) [Learn more about Afiniti Pairing](/products/afiniti-pairing) 02 ### Afiniti Agents Contact centers today are under pressure to automate — but many AI agents quickly hit a ceiling in results causing outcomes to stall and customer frustration to grow. **Afiniti Agents** automates customer interactions across voice and chat with human-like, empathetic conversations while staying focused on what matters most: outcomes. [ ](/products/afiniti-agents/) [Learn more about Afiniti Agents](/products/afiniti-agents/) [ ](/products/afiniti-agents/) [Learn more about Afiniti Agents](/products/afiniti-agents/) 03 ### Afiniti Orchestrator Managing SLAs and business rules is slow, fragmented, and manual—leading to inefficiency, breaches, and lost revenue. **Afiniti Orchestrator** uses AI to manage your routing rules and logic dynamically, reacting to evolving situations as well as user initiated problem solving in natural language. [ ](/products/afiniti-orchestrator/) [Learn more about Afiniti Orchestrator](/products/afiniti-orchestrator/) [ ](/products/afiniti-orchestrator/) [Learn more about Afiniti Orchestrator](/products/afiniti-orchestrator/) 04 ### Afiniti Intelligence Contact centers rely on fragmented data and ad-hoc analysis, slowing decisions and eroding trust. **Afiniti Intelligence** is an intelligence platform that lets anyone, from analyst to CEO, query data, run simulations, and uncover trends in natural language. It unifies intelligence across systems to drive faster, fairer, and more outcome-driven decisions. [ ](/products/afiniti-intelligence/) [Learn more about Afiniti Intelligence](/products/afiniti-intelligence/) [ ](/products/afiniti-intelligence/) [Learn more about Afiniti Intelligence](/products/afiniti-intelligence/) ### Why Afiniti Organizations choose Afiniti because our results are measurable, validated, and scalable. #### 20 Years Of Working in Complex Environments #### $2.5B Of Incremental Value Delivered to Date #### 1.4B Calls Optimized to Date #### ~500+ Patents Worldwide - Real-time transparency through analytics and control group validation - Integration across major CCaaS, CRM, and telephony systems - A unified platform that strengthens existing investments We commit to outcomes, and we prove them. OUR PROMISE ### We Believe AI Should be Transparent, Trusted, and Measurable. ## Responsible AI Responsible AI is embedded into every part of our technology. Our approach includes focus on transparency, accountability, measurable performance, and human-centered design. Rather than relying on assumptions about how AI behaves, we show the decisions it makes, the data behind them, and the outcomes they generate. This ensures enterprises always have visibility into how Afiniti’s systems operate and the value they create. [ Learn More About Responsible AI ](https://www.afiniti.com/responsible-ai/) ## Innovation at Afiniti #### Inspiring Innovation, Empowering People Afiniti CEO Jerome Kapelus shares how Afiniti’s exceptional teams, product vision, and collaborative spirit form the foundation for the company’s next chapter. ![Jerome Kapelus ](https://www.afiniti.com/wp-content/uploads/2026/05/jerome.svg) Jerome Kapelus ![Belma Kaya](https://www.afiniti.com/wp-content/uploads/2026/05/belma-1.svg) Belma Kaya ![Dileepan Narayanan](https://www.afiniti.com/wp-content/uploads/2026/05/Dileepan-1.svg) Dileepan Narayanan ### Our Ways of Working We work in ways that reflect our values. ##### We Are Relentless in Driving for Excellence ##### We Innovate with Facts and Data ##### We See Everything Through the Eyes of Our Clients ##### We Are a Global Community ##### We Hold Ourselves Accountable for What We Commit ##### We Act with Intention ##### We Are Kind and Assume Good ##### We Celebrate Excellence ##### We Confront Hard Conversations and Ask Difficult Questions ### Our Leadership ![Jerome Kapelus](https://www.afiniti.com/wp-content/uploads/2024/12/Jerome-Kapelus.jpg) ###### Jerome Kapelus Chief Executive Officer [ ![linkedin Icon](https://www.afiniti.com/wp-content/plugins/design-system-plugin-2026/widgets/../assets/images/linkedin.png) ](https://www.linkedin.com/in/jeromekapelus/) ![Chris Karp](https://www.afiniti.com/wp-content/uploads/2025/01/Chris-Karp.jpg) ###### Chris Karp Chief Growth Officer [ ![linkedin Icon](https://www.afiniti.com/wp-content/plugins/design-system-plugin-2026/widgets/../assets/images/linkedin.png) ](https://www.linkedin.com/in/chris-karp-62022b2/) ![Corey McCaffrey](https://www.afiniti.com/wp-content/uploads/2025/01/Corey-McCaffrey.jpg) ###### Corey McCaffrey SVP, General Counsel [ ![linkedin Icon](https://www.afiniti.com/wp-content/plugins/design-system-plugin-2026/widgets/../assets/images/linkedin.png) ](https://www.linkedin.com/in/coreymcc/) ![Dileepan Narayanan](https://www.afiniti.com/wp-content/uploads/2025/01/Dileepan-Narayanan.jpg) ###### Dileepan Narayanan Chief Product and Technology Officer [ ![linkedin Icon](https://www.afiniti.com/wp-content/plugins/design-system-plugin-2026/widgets/../assets/images/linkedin.png) ](https://www.linkedin.com/in/dileepannarayanan/) ![Fakhar Ejaz](https://www.afiniti.com/wp-content/uploads/2025/04/Fakhar-Ejaz.png) ###### Fakhar Ejaz Head of People [ ![linkedin Icon](https://www.afiniti.com/wp-content/plugins/design-system-plugin-2026/widgets/../assets/images/linkedin.png) ](https://www.linkedin.com/in/fakhar-ejaz-91448bb9/) ![Mehmet Solak](https://www.afiniti.com/wp-content/uploads/2025/01/Mehmet-Solak.jpg) ###### Mehmet Solak Chief Delivery & Information Officer [ ![linkedin Icon](https://www.afiniti.com/wp-content/plugins/design-system-plugin-2026/widgets/../assets/images/linkedin.png) ](https://www.linkedin.com/in/mehmetsolak/) ![Stephanie Stokes](https://www.afiniti.com/wp-content/uploads/2025/12/Stephanie-Stokes.jpg) ###### Stephanie Stokes Business Performance & Transformation Lead [ ![linkedin Icon](https://www.afiniti.com/wp-content/plugins/design-system-plugin-2026/widgets/../assets/images/linkedin.png) ](https://www.linkedin.com/in/stephanieestokes/) ![Wesley Fink](https://www.afiniti.com/wp-content/uploads/2025/01/Wesley-Fink-1.jpg) ###### Wesley Fink Chief Financial Officer [ ![linkedin Icon](https://www.afiniti.com/wp-content/plugins/design-system-plugin-2026/widgets/../assets/images/linkedin.png) ](https://www.linkedin.com/in/wesley-fink-6338608) ![Two blue gradient circles overlapping, darker on the left and lighter on the right](https://www.afiniti.com/wp-content/uploads/2026/05/dots-Horozontal.png "dots-Horozontalpng") ![Abstract blue gradient logo featuring two overlapping rounded shapes (a dark circle and a light rounded rectangle).](https://www.afiniti.com/wp-content/uploads/2026/05/dots-vertical.png "dots-verticalpng") ### Environmental, Social and Governance At Afiniti we are committed to harnessing the power of AI for good by upholding our environmental, social, and governance responsibilities. By integrating ESG principles into our AI-driven innovation and into our operations, we strive to create value for our customers while also contributing to a more sustainable and equitable world. [ Learn More About ESG ](https://www.afiniti.com/environmental-social-and-governance/) ### Careers at Afiniti We believe exceptional people create exceptional outcomes. Join us to help shape the future of measurable AI. [ Explore Careers at Afiniti ](https://www.afiniti.com/careers/) ![Careers at Afiniti](https://www.afiniti.com/wp-content/uploads/2026/05/Career-of-Afiniti.avif "Careers at Afiniti") ## 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. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) --- ### [Contact Us](https://www.afiniti.com/contact/) **Published:** October 12, 2023 **Author:** shaban.ahmad@afiniti.com **Content:** # Let’s Connect Tell us a little about yourself—we’ll get back to you soon. [ Submit ](#) ![Lutz Schuler](https://www.afiniti.com/wp-content/uploads/2026/01/Lutz-Schuler-icon.svg) \[With\] your support, we have been generating more happy customers and we have generated more revenue.” ![Company_logo](https://www.afiniti.com/wp-content/uploads/2026/01/Virgin_Media_O2.svg.svg) Lutz Schuler Chief Executive Officer, Virgin Media O2 ![Jenifer Robertson](https://www.afiniti.com/wp-content/uploads/2026/01/Jenifer-Robertson-icon.svg) \[With\] 80% of our calls with Afiniti ON, 20% OFF, we are having a big impact on the customer experience and the ability to generate revenue.” ![Company_logo](https://www.afiniti.com/wp-content/uploads/2026/01/ATT.svg) Jenifer Robertson Executive Vice President & General Manager AT&T Mass Markets ![Pietro Labriola](https://www.afiniti.com/wp-content/uploads/2026/01/Pietro-Labriola-icon.svg) The opportunity for us is clear: Afiniti improves our customer service and provides therefore a key competitive advantage for TIM.” ![Company_logo](https://www.afiniti.com/wp-content/uploads/2026/01/TIM.svg) Pietro Labriola CEO of TIM SpA ![Lutz Schuler](https://www.afiniti.com/wp-content/uploads/2026/01/Lutz-Schuler-icon.svg) \[With\] your support, we have been generating more happy customers and we have generated more revenue.” ![Company_logo](https://www.afiniti.com/wp-content/uploads/2026/01/Virgin_Media_O2.svg.svg) Lutz Schuler Chief Executive Officer, Virgin Media O2 ![Jenifer Robertson](https://www.afiniti.com/wp-content/uploads/2026/01/Jenifer-Robertson-icon.svg) \[With\] 80% of our calls with Afiniti ON, 20% OFF, we are having a big impact on the customer experience and the ability to generate revenue.” ![Company_logo](https://www.afiniti.com/wp-content/uploads/2026/01/ATT.svg) Jenifer Robertson Executive Vice President & General Manager AT&T Mass Markets ![Pietro Labriola](https://www.afiniti.com/wp-content/uploads/2026/01/Pietro-Labriola-icon.svg) The opportunity for us is clear: Afiniti improves our customer service and provides therefore a key competitive advantage for TIM.” ![Company_logo](https://www.afiniti.com/wp-content/uploads/2026/01/TIM.svg) Pietro Labriola CEO of TIM SpA ![Previous](https://www.afiniti.com/wp-content/plugins/design-system-plugin-2026/widgets/../assets/svg/left-arrow-dark.svg) ![Next](https://www.afiniti.com/wp-content/plugins/design-system-plugin-2026/widgets/../assets/svg/right-arrow-dark.svg) ![Clients logo](https://www.afiniti.com/wp-content/uploads/2025/07/Logo-svgs.svg "Logo svgs") ![Clients logo](https://www.afiniti.com/wp-content/uploads/2025/07/Logo-2.svg "Logo 2") ![Clients logo](https://www.afiniti.com/wp-content/uploads/2025/06/tablet-logo-01-1.svg "tablet-logo-01") ![Client Logo](https://www.afiniti.com/wp-content/uploads/2025/06/tablet-logo-02.svg "tablet-logo-02") ![Client Logo](https://www.afiniti.com/wp-content/uploads/2025/06/tablet-logo-03-1.svg "tablet-logo-03") ![Client Logo](https://www.afiniti.com/wp-content/uploads/2025/06/Logo-for-mobile-01-2.svg "Logo-for-mobile-01") ![Client Logo](https://www.afiniti.com/wp-content/uploads/2025/06/Logo-for-mobile-02-1.svg "Logo-for-mobile-02") ![Client Logo](https://www.afiniti.com/wp-content/uploads/2025/06/Logo-for-mobile-03-1.svg "Logo-for-mobile-03") ![Client Logo 1](/wp-content/uploads/2026/05/Client-logo-1-copy1.svg) ![Client Logo 2](/wp-content/uploads/2026/05/Client-logo-2-3.svg) ![Client Logo 1](/wp-content/uploads/2026/05/Client-logo-1-copy1.svg) ![Client Logo 2](/wp-content/uploads/2026/05/Client-logo-2-3.svg) ![Client Logo 1](/wp-content/uploads/2026/05/Client-logo-1-copy1.svg) ![Client Logo 2](/wp-content/uploads/2026/05/Client-logo-2-3.svg) ![Client Logo 1](/wp-content/uploads/2026/05/mobile-1-2.svg) ![Client Logo 2](/wp-content/uploads/2026/05/mobile-2-2.svg) ![Client Logo 3](/wp-content/uploads/2026/05/mobile-3-2.svg) ![Client Logo 1](/wp-content/uploads/2026/05/mobile-1-2.svg) ![Client Logo 2](/wp-content/uploads/2026/05/mobile-2-2.svg) ![Client Logo 3](/wp-content/uploads/2026/05/mobile-3-2.svg) --- ### [Automatic Call Distribution (ACD): How It Works](https://www.afiniti.com/contact-center-routing/) **Published:** August 28, 2026 **Author:** Naveen Kumar **Content:** Every contact center runs on a basic promise: when a customer calls, the right agent picks up. Automatic call distribution is the technology behind that promise. It answers each call, sorts it, and sends it to an available agent. No one decides case by case. ACD has been part of contact center infrastructure for decades. However, it rarely works alone anymore. Modern automatic call distribution now runs alongside skill-based logic and omnichannel queues. Increasingly, it also works with artificial intelligence (AI), which predicts the best agent for a given caller. Understanding the base layer first makes it easier to see what each addition actually changes. This guide covers what automatic call distribution is and how it works. It also covers where legacy ACD tends to fall short, and what to look for when evaluating a routing system today. For more depth on any single piece, [intelligent routing](https://www.afiniti.com/contact-center-routing/intelligent-call-routing/), [skill-based routing](https://www.afiniti.com/contact-center-routing/skill-based-routing/), and [choosing routing software](https://www.afiniti.com/contact-center-routing/call-routing-software/) each have a dedicated guide. ## What Is Automatic Call Distribution? Automatic call distribution, or ACD, is a call center technology that answers incoming calls and routes each one to an available agent, using a set of predefined rules. It decides which caller reaches which agent, so no one has to transfer the call by hand. Most ACD systems work alongside two other tools. Computer telephony integration (CTI) gives visibility into agent status and call data. An interactive voice response (IVR) system often collects information upfront, like the reason for the call, before ACD makes its routing decision. ACD itself isn’t the IVR or a full contact center platform, it’s the routing engine that sits between them and turns that input into a match. In practice, this runs in the background on every inbound call: identify the caller, check who’s available, then connect them. That’s automatic call distribution at work, consistent, rules-based handling at scale, not someone sorting calls one by one. ACD takes different forms depending on the business. Some contact centers still run it on legacy, on-premises hardware. Others use virtual automatic call distribution hosted in the cloud, now the more common path for new deployments, since it’s faster to configure and scales more easily. Either way, the underlying automatic call distribution software applies the same logic. A simple example makes this concrete: a customer calls a telecom support line, the IVR asks whether they need billing or technical help, and the ACD routes the call to the best-matched available agent, all before the caller notices any delay. ## How ACD Works Underneath the interface, an acd system in a call center routes each inbound call through three connected steps. Understanding each one makes it easier to evaluate whether a specific vendor’s automatic call distribution solutions actually fit your operation. ### Caller Identification and Data Collection The process starts the moment a call reaches the system. The ACD captures caller ID first. Where an IVR is in place, it also pulls whatever the caller entered or said: a department choice, an account number, or a stated reason for calling. Some automatic call distribution features go further still, pulling customer data from a CRM to add context before the call reaches an agent. In short, this step exists to answer one question: what does this caller need, and who’s best placed to help? The quality of this first step sets a ceiling on everything after it. If the ACD only has a phone number to work with, it can route on very little. In contrast, if it can pull account history, prior contact reasons, or customer tier, the routing decision that follows has far more to work with. That’s true even before any advanced logic gets involved. ### Queuing and Prioritization Once identified, any call that can’t be answered right away enters a queue. Here, calls are ordered by priority, not always first-come-first-served. VIP customers, urgent issues, or high-value accounts can be weighted to move ahead in line. Queue accuracy matters more than it might seem, because customers routinely misjudge how long they’ve actually waited. In fact, according to ContactBabel research, callers estimate hold time to be **roughly 23 times longer** than the industry’s actual average speed to answer ([ContactBabel, 2026](https://www.afiniti.com/industry-reports/the-inner-circle-guide-to-chatbots-voicebots-conversational-ai/)). That gap between perception and reality matters. It’s one reason queue logic, not just queue length, shapes how satisfied a customer feels once an agent picks up. ### Routing Logic and Agent Assignment The final step matches the call to an agent. Basic ACD setups use simple rules, like round robin, where calls rotate through available agents in a fixed order. Others assign each call to whichever agent has gone longest without one, often called uniform distribution. More advanced automatic call distribution systems apply skill tags instead. This matches a caller’s need to an agent’s specific expertise, rather than just their availability. Once a match is found, the system connects the call and logs the interaction for reporting. Most contact centers don’t rely on a single method across every queue. For example, a support line might use skill-based matching for technical issues, and simple round robin for general inquiries, all within the same automatic call distribution system. In other words, the routing method is a configuration choice, not a fixed limitation of the technology. Therefore, evaluating a system means looking at how flexible its rules are, not just whether it has rules at all. ## Where Legacy ACD Falls Short Basic call center ACD solves a real problem. It gets calls out of a phone tree and into a queue reliably. However, on its own, it wasn’t built to handle the volume, channel mix, or complexity most enterprise contact centers manage today. Three limitations show up most often. **Static rules don’t adapt.** A round-robin or fixed-order setup treats every caller and every agent as interchangeable. In practice, though, agents have different strengths, and callers have different needs. [Skill-based routing](https://www.afiniti.com/contact-center-routing/skill-based-routing/) addresses this gap directly, matching calls to agent expertise instead of availability alone. **Voice-only logic doesn’t fit an omnichannel world.** Many legacy ACD deployments were built for phone calls specifically. As a result, when chat, SMS, and social messaging became standard contact center channels, routing logic designed for one channel started leaving gaps everywhere else. **Rules can’t learn.** A traditional automatic call distribution system applies the same logic today that it applied last year, regardless of outcomes. It doesn’t know which agent resolves a certain issue type faster, or which pairing tends to improve satisfaction. That’s the gap [intelligent, AI-driven routing](https://www.afiniti.com/contact-center-routing/intelligent-call-routing/) is built to close, since it uses patterns in outcome data instead of fixed rules alone. This gap shows up in how contact center leaders describe their own technology. In a 2026 market study, **78% of contact center leaders** said their technology stack is suboptimal. That’s not because the tools lack intelligence. Instead, it’s because that intelligence sits scattered across disconnected systems ([CCW Digital, 2026](https://www.afiniti.com/industry-reports/outcome-oriented-ai-for-contact-centers/)). Routing is often one of those disconnected pieces: a system that assigns calls without necessarily assigning them well. None of this makes ACD obsolete. It’s still the layer that answers, identifies, and queues every call. What’s changed is what sits on top of it. Skill-based routing, and later, AI-driven predictive routing, both build on the same ACD foundation. In effect, they add logic that static rules alone can’t provide. For most enterprise contact centers, the real question isn’t whether to keep ACD. Instead, it’s whether the rules on top of it still match how the business operates today. In many cases, those rules were set once, years ago, and never revisited since. ## What to Look for When Evaluating ACD and Routing Systems A few capabilities separate a system that keeps up with your contact center from one you’ll outgrow within a year. This applies whether you’re replacing a legacy system, or adding logic on top of one that already works. Vendor demos tend to look similar on the surface. As a result, it helps to evaluate against specific criteria rather than a general impression. ### Scalability and Channel Coverage Call volume rarely stays flat, and neither does the mix of channels customers use to reach you. Look for automatic call distribution solutions that scale through peak periods. In addition, they should cover voice, chat, and digital channels under one routing logic, not separate systems stitched together after the fact. ### Integration With Existing Systems An ACD call center that can’t pull data from your CRM or CCaaS platform is working with less information than it needs to route well. In contrast, strong automatic call distribution software integrates cleanly with the tools already running your contact center, instead of requiring a rebuild around it. ### Reporting and Visibility A routing system should tell you what’s happening, not just do it. Therefore, look for detailed reporting on wait times, abandonment rates, and agent performance. That visibility is what lets you see where the system is working, and where it isn’t. ### Configuration Without a Full Rebuild Routing needs change as a business grows: new products, new channels, new team structures. However, a system that requires a lengthy vendor engagement for every rule change will slow a contact center down. Instead, look for automatic call distribution solutions that let internal teams adjust rules directly, with vendor support reserved for genuinely complex changes. ### Room to Grow Beyond Static Rules The best automatic call distribution software isn’t necessarily the one with the most rules today. Rather, it’s the one that can support skill-based logic now, and predictive, AI-driven routing later, without a full platform switch down the line. For a closer look at how to weigh routing software options side by side, our [guide to choosing call routing software](https://www.afiniti.com/contact-center-routing/call-routing-software/) walks through the evaluation in more detail. ## How Afiniti Approaches ACD and Contact Center Routing Afiniti has worked with global enterprise contact centers for more than 20 years. In that time, it has optimized over 1.4 billion calls and, therefore, delivered more than $2.5 billion in verified incremental value. That work builds on the same routing foundation covered in this guide. However, it extends well beyond static ACD rules. In January 2026, Afiniti introduced [outcome orchestration](https://www.afiniti.com/afiniti-introduces-outcome-orchestration-a-new-standard-for-enterprise-ai/), a new category. It’s built to close exactly the gap legacy routing leaves open: decisions made in isolation, with no system connecting them to a measurable business result. [Afiniti Orchestrator](https://www.afiniti.com/products/afiniti-orchestrator/) applies this thinking to real-time contact center operations. It acts as a centralized control layer that coordinates routing, service-level decisions, and operational logic across existing systems. This includes simulation before changes go live, plus continuity support during CCaaS migrations. Rather than replacing an existing ACD, though, Orchestrator works with what’s already in place. It adds a coordination layer that static rules can’t provide on their own. Afiniti’s telco and media clients alone have generated more than $1 billion in lifetime value through this approach. That’s evidence that better decisioning, layered on existing infrastructure, compounds over time. [See how telco and media clients use Afiniti](https://www.afiniti.com/industries/telco-media/). For contact centers weighing whether to modernize routing gradually or rebuild from scratch, the practical takeaway is simple. The ACD already in place doesn’t need to be discarded. Instead, it needs a decisioning layer that can act on more than fixed rules. This also means a migration doesn’t have to happen all at once. Afiniti’s approach is built to sit alongside an existing CCaaS platform or on-premises ACD. As a result, a contact center can add outcome-based decisioning to specific queues first. From there, it can measure the result and expand, rather than committing to a full platform replacement upfront. ## Explore Further - [Omnichannel Contact Center Software: A Buyer’s Guide](https://www.afiniti.com/contact-center-routing/omnichannel-contact-center-software/) - [Call Routing Software: How to Choose the Right Fit](https://www.afiniti.com/contact-center-routing/call-routing-software/) - [Intelligent Call Routing: How It Works](https://www.afiniti.com/contact-center-routing/intelligent-call-routing/) - [Skill Based Routing: How It Works and When to Use It](https://www.afiniti.com/contact-center-routing/skill-based-routing/) --- ### [Trust Center](https://www.afiniti.com/trust-center/) **Published:** August 3, 2026 **Author:** Daniyal.Khan@afiniti.com **Content:** # Trust at Afiniti Afiniti is built on the principle that AI must be transparent, accountable, and safe. We hold ourselves to rigorous standards across security, compliance, data privacy, and responsible AI, so our clients can deploy with confidence and operate with trust. [ Visit Our Trust Center ](https://trust.afiniti.com/) Access detailed security documentation and policies in our Trust Center. ## Certifications, Reports & Compliance Commitments Afiniti upholds global privacy laws and security standards, with measures in place to help you meet your compliance obligations. Our certifications are independently verified and continuously maintained. ![](https://www.afiniti.com/wp-content/uploads/2026/08/ccpa-1.svg "ccpa") ### CCPA Afiniti complies with the California Consumer Privacy Act, which sets strict standards for how consumer data is collected, used, and disclosed. Our privacy policies and processes are designed to support compliance with applicable CCPA requirements, giving California residents meaningful transparency and control over their data. ![ecoVadis](https://www.afiniti.com/wp-content/uploads/2026/08/ecoVadis-committed-oct2025.svg "ecoVadis") ### Ecovadis Afiniti holds an independently verified EcoVadis rating, recognizing our performance across environmental responsibility, labor and human rights, ethics, and sustainable procurement. It reflects our commitment to operating as a responsible global business. ![gdpr](https://www.afiniti.com/wp-content/uploads/2026/08/gdpr.svg "gdpr") ### GDPR Afiniti is built to meet the requirements of the General Data Protection Regulation, the world’s most comprehensive data privacy law. We maintain privacy practices designed to support compliance with applicable GDPR requirements, and offer contractual protections to help clients handle sensitive data responsibly. ![iso27001-certified](https://www.afiniti.com/wp-content/uploads/2026/08/iso27001-certified.svg "iso 27001 certified") ### ISO/IEC 27001 An internationally recognized standard for information security management. Afiniti holds independent certification confirming that our security controls are rigorously applied, continuously monitored, and designed to address evolving security risks through ongoing monitoring and continuous improvement. ![soc](https://www.afiniti.com/wp-content/uploads/2026/08/soc-2.svg "soc-2svg") ### SOC 2 An independent audit confirming that Afiniti meets rigorous standards for data security and organizational controls. We also hold HITRUST supplemental certification, giving healthcare clients confidence that sensitive health information is handled through additional controls and assurance mechanisms relevant to healthcare environments. ![soc](https://www.afiniti.com/wp-content/uploads/2026/08/soc-3.svg "soc-3svg") ### SOC 3 A publicly available report confirming the strength of our security and data management practices. Independently assessed by certified AICPA auditors, it gives any stakeholder a clear view of how seriously we take organizational security. ![iso](https://www.afiniti.com/wp-content/uploads/2026/08/iso.svg "iso") ### ISO/IEC 27701 An independent certification confirming that Afiniti has a structured, verifiable approach to privacy management. It demonstrates our ongoing commitment to meeting data privacy regulations, including GDPR, across our operations. ## Our Approach to Trust Security at Afiniti is a design principle embedded in everything we build and every client relationship we operate. We invest in robust infrastructure, independent oversight, and continuous improvement so that trust is something our clients experience, not just something we claim. ![Portrait of a man with short dark hair wearing a blue polo shirt, looking at the camera against a light textured wall.](https://www.afiniti.com/wp-content/uploads/2026/08/Dileepan_1600x2166.png "Dileepan") ###### “ At Afiniti, trust and transparency are not features we add to our products. They are the foundation we build on. Every decision in product development is made with accountability built in, not bolted on” Dileepan Narayanan, Chief Product and Technology Officer, Afiniti ## Extending Trust Trust at Afiniti extends beyond security controls. Our commitment includes a Responsible AI program, ethical governance, and sustainable business practices that strengthen long-term partnerships with our clients. ## Responsible AI Program Responsible AI is embedded into every part of our technology. Our approach includes focus on transparency, accountability, measurable performance, and human-centered design. Rather than relying on assumptions about how AI behaves, we show the decisions it makes, the data behind them, and the outcomes they generate. This ensures enterprises always have visibility into how Afiniti’s systems operate and the value they create. [ Learn More About Responsible AI ](https://www.afiniti.com/responsible-ai/) ## Environmental, Social and Governance At Afiniti we are committed to harnessing the power of AI for good by upholding our environmental, social, and governance responsibilities. By integrating ESG principles into our AI-driven innovation and into our operations, we strive to create value for our customers while also contributing to a more sustainable and equitable world. [ Learn More About ESG ](https://www.afiniti.com/environmental-social-and-governance/) ## Security, Compliance and Responsible AI Security, compliance, and responsible AI are not separate programs at Afiniti. They reflect a single, unified commitment to operating with integrity. Access the full documentation, security policies, and compliance reports in our Trust Center. [ Visit Our Trust Center ](https://trust.afiniti.com/) ## Frequently Asked Questions ### What Security Certifications Does Afiniti Hold? Afiniti holds SOC 2 Type 2 (with HITRUST supplemental), SOC 3, ISO/IEC 27001, ISO/IEC 27701, and maintains privacy practices designed to support compliance with applicable GDPR and CCPA requirements. All certifications are independently verified and maintained on an ongoing basis. ### What Is Afiniti’s Responsible AI Program? Our Responsible AI program guides how we design, train, deploy, and monitor AI systems, with governance and oversight mechanisms applied across the AI lifecycle. ### How Can I Access Afiniti’s Full Trust Center? Afiniti’s full Trust Center, including detailed security documentation, data processing policies, compliance reports, and audit materials, is hosted on SafeBase. Click the ‘Visit Our Trust Center’ button on this page to access it directly. ### Is Afiniti Compliant with GDPR and CCPA? Yes. Afiniti maintains verified compliance with both GDPR and CCPA. We offer contractual protections, transparent privacy policies, and data handling procedures designed to help our clients meet their own regulatory obligations in these jurisdictions. ## 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. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) --- ### [AI Contact Center: The Complete Guide for Enterprise CX Leaders](https://www.afiniti.com/ai-contact-center/) **Published:** August 3, 2026 **Author:** shaban.ahmad@afiniti.com **Content:** Artificial intelligence is now embedded in almost every layer of the modern contact center. It determines which agent a customer speaks to, handles interactions without human involvement, coaches agents during live calls, evaluates quality across every conversation, and connects operational decisions to business outcomes in real time. The technology is no longer the question. The results are. For most large enterprises, AI is already present somewhere across their contact center operations. The harder question is whether it is producing results that justify the investment. The gap between AI deployed and AI delivering is where most organisations find themselves in 2026, and it is a structural problem, not a technology one. This guide explains what an AI contact center actually is, how artificial intelligence works across each layer of call center operations, where investments most commonly stall, and what the organisations generating real ROI are doing differently. For specific guidance on selecting and evaluating platforms, see our guide on [how to choose the right AI call center software](/ai-contact-center/ai-contact-center-software/). ## What Is an AI Contact Center? An AI call center, sometimes referred to as an AI-based call center, is a contact center that applies artificial intelligence across its core operational layers: routing, interaction handling, agent support, quality assurance, and analytics. Unlike a traditional contact center that relies on human agents following fixed scripts and rules, an AI contact center uses machine learning, natural language processing, and real-time decision engines to automate interactions, route customers more accurately, assist agents during live calls, and measure outcomes continuously. A traditional contact center routes calls based on basic rules. Press 1 for billing, press 2 for technical support. Agents work from static scripts. Supervisors review a small sample of calls after the fact. Decisions about staffing, routing, and quality are made on lag data. An AI-based call center changes each of those elements. Routing decisions happen in real time based on what a customer actually needs and which agent is most likely to achieve the right outcome. AI agents and virtual assistants handle routine interactions end-to-end. Agent assist tools surface relevant information during live calls. Quality assurance reviews every interaction, not a sample. And contact center AI technology connects operational activity to business outcomes in near real time. The degree to which any of this is in place varies significantly. Some enterprises have deployed AI across one layer, typically routing or a basic virtual agent, and called it done. Others are running artificial intelligence for call centers across every touchpoint. The label AI contact center covers a wide spectrum of maturity. **What matters is not whether you have an AI call center. It is whether the artificial intelligence in your contact center is producing measurable results.** ## Key Benefits of AI in the Contact Center When AI call center technology is applied effectively, the impact spans operational efficiency, revenue performance, service quality, and customer experience. The benefits below represent what well-deployed contact center AI actually delivers. **Higher first contact resolution.** AI routing directs each customer to the agent or resource best placed to resolve their issue. When done well, customers reach the right person first time, reducing repeat contacts and improving satisfaction. **Reduced average handle time.** Agent assist tools surface relevant information instantly during live calls, so agents spend less time searching for answers and more time resolving the issue. Across high-volume enterprise operations, consistent reductions in handle time are achievable when agent assist is well implemented. **Improved revenue and retention.** Matching customers with the agents most likely to achieve a business outcome, whether conversion, upsell, or retention, produces measurable commercial uplift. In financial services, insurance, and telecommunications, even modest percentage-point improvements in conversion or retention translate into substantial revenue impact. **Consistent quality at scale.** Manual QA reviews two to five per cent of interactions at best. AI-powered quality assurance evaluates every single conversation, identifies patterns that human reviewers would miss, and flags compliance gaps before they become regulatory problems. **24/7 service without proportional cost increase.** AI agents and automated call center systems handle routine interactions around the clock without the staffing overhead. The key distinction is whether your virtual agents are designed to deflect volume or to complete interactions in ways that actually satisfy customers. **Faster, better-informed operational decisions.** Contact center AI technology gives operations leaders visibility into what is happening in near real time, not in the weekly report that arrives three days after the issue has already compounded. ## How AI Works in a Contact Center Understanding how AI works in call center environments helps set realistic expectations. AI contact centers are not a single technology. They are environments where multiple artificial intelligence systems work, ideally in coordination, across different layers of the operation. ### Natural Language Processing and Understanding Natural language processing (NLP) and natural language understanding (NLU) allow AI systems to interpret what a customer is saying or typing. They identify intent, extract relevant information from the conversation, and translate unstructured human language into structured data that other systems can act on. Every virtual agent, AI-powered IVR, and sentiment analysis tool used across contact center operations is built on NLP foundations — artificial intelligence for call centers depends on NLP quality. The quality of NLP determines whether an AI system understands what a customer actually means or just what they literally said. ### Machine Learning and Predictive Models Machine learning systems learn from historical interaction data to build predictive models. Which agent is most likely to retain this customer? Which interactions are most likely to escalate? Which customers are at highest churn risk? Contact center AI models trained on limited or biased data produce unreliable predictions at exactly the moments when accuracy matters most. The quality, completeness, and recency of the training data determines the quality of the output. ### Real-Time Decision Engines Real-time decision engines take model outputs and act on them within the interaction, in milliseconds. A routing decision in an AI call center has to be made before the phone rings on an agent’s desk. An agent assist prompt has to appear before the agent has moved on. An escalation trigger has to fire while there is still time to intervene. The speed and accuracy of real-time decisioning is what separates AI call centers that perform from those that look impressive in a product demo but do not hold up under live operational conditions. ### Analytics and Attribution Analytics platforms connect operational activity to business outcomes. They answer the question every finance leader asks: did this AI call center investment actually work, and how do we know? The only credible answer involves rigorous attribution methodology. The most reliable approach is control-group testing, where a defined portion of interactions are handled without the AI in place, so a clean before-and-after comparison can be made without confounding variables. ## Where Artificial Intelligence Is Applied in a Contact Center ### Intelligent Routing and Call Distribution AI call center routing assigns each incoming interaction to the agent, queue, or automated journey most likely to produce the right outcome, based on customer intent, customer data, and outcome predictions. This goes significantly further than rules-based call routing, which assigns calls based on fixed categories. Contact center AI routing can evaluate hundreds of variables simultaneously and update its logic continuously based on what actually happens after each interaction. Enterprises using AI for call center automation in routing consistently report improvements in first contact resolution and reduction in misrouted interactions. ### AI Agents and Virtual Assistants AI-powered call center agents handle voice and chat interactions end-to-end without transferring to a human. Contact center AI agents manage complex, multi-intent conversations, make conditional decisions mid-interaction, and escalate intelligently when human involvement is genuinely required. The distinction that matters for enterprise buyers is between AI call center agents built to maximise containment and those built to maximise outcomes. High containment with poor resolution quality or low customer satisfaction is not a success metric. ### Agent Assist and Real-Time Guidance Agent assist tools work in the background during live calls in an AI contact center, surfacing relevant knowledge base articles, suggested next actions, and compliance prompts in real time. The quality of agent assist in a call center system with AI depends heavily on the quality of the underlying knowledge base and the intelligence of the retrieval logic. The best implementations feel invisible because the guidance appears at exactly the right moment. ### Quality Assurance and Compliance AI-powered QA evaluates every conversation against defined criteria: tone, compliance statements, resolution quality, escalation handling. For contact centers in regulated industries, AI-driven compliance monitoring across call center operations is rapidly moving from a nice-to-have to a necessity. Reviewing 100% of interactions rather than a two to five per cent sample changes what QA can detect and prevent. ### Workforce Management AI workforce management tools forecast contact volumes with greater accuracy than traditional rule-based models, generate scheduling recommendations, and alert operations leaders when actual performance is diverging from plan in real time. The value is operational resilience across the contact center: fewer SLA breaches, lower overstaffing costs, and faster response to unexpected volume spikes. ### Generative AI in Call Center Operations Generative AI applications across call center operations include interaction summarisation, post-call note generation, agent knowledge retrieval, and real-time response drafting. These tools reduce wrap-up time and improve knowledge consistency. The risks worth managing are hallucination in regulated contexts and over-reliance on generated content for compliance-critical interactions. ## Why So Many AI Contact Center Strategies Are Stalling Most large enterprises now have AI deployed somewhere in their contact center. The challenge is that deployment and outcomes are not the same thing. **78% of contact center leaders say their technology stack is suboptimal** — not because it lacks intelligence, but because that intelligence is scattered across disconnected systems. ([CCW Digital, 2026](https://www.afiniti.com/industry-reports/outcome-oriented-ai-for-contact-centers/)) That figure is not about organisations that have not adopted AI call center technology. It is about organisations that have, and are not seeing the results they expected. The problem is fragmentation, not adoption. Three structural failure modes explain most of what goes wrong: ### Local Optimisation That Undermines Global Outcomes When artificial intelligence for call centers is deployed as independent point solutions, each one optimises for its own metric. The routing platform improves match rates. The AI agent improves containment. The QA tool improves score coverage. Individually, each looks like progress. Collectively, they may be working against each other. Faster handle times reduce resolution quality. Higher AI call center automation rates drive downstream escalation volumes. Better routing creates uneven agent load. Without a layer that coordinates decisions across the stack, local optimisation is the ceiling, not the floor. ### Cost-First Thinking That Caps Long-Term Value The majority of enterprise AI contact center investments have been justified on cost reduction. That framing narrows how artificial intelligence in contact center environments gets deployed. Organisations that apply call center automation with AI uniformly, regardless of customer intent or interaction context, optimise for cost and sacrifice the differentiated experience that drives revenue and retention. **15% of contact center leaders report abandoning at least one in four technology initiatives because they cannot prove value.** ([CCW Digital, 2026](https://www.afiniti.com/industry-reports/outcome-oriented-ai-for-contact-centers/)) ### Insight Without Execution AI in call center automation generates more data than ever. AI automation call center tools exist in one system, operational data sits in another, and analytics outputs arrive in weekly reports rather than being acted on in live interactions. The gap between insight and execution is where a significant portion of AI call center investment value disappears. ## What Good Looks Like: From Fragmented AI to Coordinated Intelligence High-performing AI call centers are moving beyond individual deployments toward a model where data, decisions, and actions are continuously aligned across the entire operation. Rather than optimising individual tools in isolation, this approach coordinates decisions across routing, automation, workforce, and quality under a single intelligence layer, continuously aligned to measurable business goals. The characteristics that distinguish this model: - **A shared intelligence layer.** A single platform that ingests data from across contact center AI systems, not a set of separate dashboards that each tell their own story. - **Real-time decision coordination.** Artificial intelligence in the contact center that makes and executes decisions across routing, automation, and quality simultaneously, informed by a shared view of the interaction and the customer. - **Continuous learning from outcomes.** The AI call center system improves based on what actually happens after each decision, not just what happened during the interaction. - **Transparent, attributable measurement.** Every artificial intelligence call center decision is traceable. Every outcome is attributable. Leaders can see what is working, what is not, and why. ## Key Capabilities to Evaluate in an AI Contact Center Platform For enterprise buyers evaluating [AI call center software](/ai-contact-center/ai-contact-center-software/), the capabilities that differentiated vendors three years ago have converged into table stakes. The questions that now separate credible platforms from the rest are about architecture, measurement, and operational fit. ### Platform-Agnostic Integration Can the contact center AI layer operate across your existing CCaaS, CRM, workforce management, and telephony platforms without requiring infrastructure replacement? The most durable AI call center investments operate above existing infrastructure, not inside a single vendor’s walled garden. This matters especially for enterprise contact center AI deployments spanning multiple sites, legacy systems, and cloud environments. ### Real-Time vs. Batch Decisioning For routing, agent guidance, and escalation management in an AI contact center, real-time decisioning is not optional. For QA, analytics, and coaching, batch processing may be adequate. Knowing which you need for each use case prevents both expensive over-engineering and operational under-delivery. ### Validated Outcome Measurement How does the vendor prove their AI call center technology is generating the outcomes they claim? The credible answer is control-group testing: a defined portion of interactions handled without the AI in place so a clean comparison can be made. Pre/post comparison without a control group is vulnerable to confounding variables and should not be accepted as rigorous evidence for enterprise contact center AI deployments. ### Governance and Auditability Enterprise contact center AI deployments in regulated industries face compliance requirements that go beyond feature checklists. Routing logic must demonstrably comply with fair treatment obligations. Data handling must satisfy GDPR, HIPAA, or the EU AI Act. Audit trails must be producible on demand. These are architectural requirements, not bolt-on features. ### Scalability Under Real Operational Conditions Many AI call center platforms perform well in controlled environments and reveal unexpected limitations under live enterprise load. Cloud contact center AI, multi-site operations, and heterogeneous technology stacks stress-test artificial intelligence systems in ways a proof of concept cannot replicate. Reference customers at comparable scale are more valuable evidence than any demonstration. ## Building the Business Case for an AI Contact Center **91% of contact center leaders expect to see results from a technology investment within one year**, with 13% expecting results in under 90 days. ([CCW Digital, 2026](https://www.afiniti.com/industry-reports/outcome-oriented-ai-for-contact-centers/)) A business case built on capability descriptions and assumed efficiency gains will not survive finance scrutiny. The cases that hold up connect AI call center investment to one or more of the following measurable outcomes: - **Revenue protection and growth.** Artificial intelligence for call centers that demonstrably improves conversion rates, reduces churn, or increases average revenue per interaction. - **Verifiable cost efficiency.** AI call center automation of routine interactions, reduction in average handle time, improved agent productivity. These are easier to model but have diminishing returns when pursued in isolation. - **Service quality and compliance.** Reduction in QA gaps, improvement in first contact resolution, consistent compliance performance across contact center AI operations. - **Operational resilience.** Reduced dependency on manual rule management, faster response to volume spikes, more reliable SLA performance under disruption. The most important element of the business case is the measurement methodology. Agree upfront with the vendor on how success will be defined, measured, and attributed before AI contact center deployment begins. A vendor who is reluctant to commit to a clear measurement framework is telling you something important. ## AI Contact Center Implementation: What Enterprise Leaders Need to Know ### Data Readiness Is the Limiting Factor More Often Than Technology Artificial intelligence call center models are only as good as the data they learn from. Fragmented interaction data, inconsistent CRM records, and siloed systems produce unreliable outputs. Before evaluating AI contact center platforms, an honest assessment of your data environment is the most productive starting point. ### Integration Complexity Is Almost Always Underestimated AI call center implementation that works in a demo often reveals unexpected complexity when connected to a real enterprise stack. CCaaS platforms, legacy telephony, multiple CRM systems, custom integrations built over years. Build integration time and cost into your project plan at the outset, not as a contingency that gets negotiated away under schedule pressure. ### Change Management Determines Whether Technology Delivers Agents, supervisors, and operations managers need to trust the contact center AI they are working alongside. That trust is built through transparency about how artificial intelligence in the contact center makes decisions, genuine training, and measurement frameworks that show agents how AI is helping rather than just monitoring them. ### Phased Deployment Outperforms Big Bang Rollouts The most consistently successful AI contact center implementations start with a clearly defined use case, validate results rigorously through control-group testing, and scale from a position of proven ROI. Starting narrow and building credible data is more valuable than launching broadly and spending months explaining why results are inconclusive. ## How Afiniti Approaches the AI Contact Center Afiniti has worked with global enterprise contact centers for over 20 years. The approach is grounded in a single principle: artificial intelligence in the contact center should be measurable, transparent, and designed to improve outcomes that actually matter to the business. In January 2026, Afiniti introduced and defined a new enterprise AI category: [outcome orchestration](https://www.afiniti.com/afiniti-introduces-outcome-orchestration-a-new-standard-for-enterprise-ai/). Outcome orchestration deploys AI products to unify and steer contact center data, intelligence, and decisioning across people, systems, and workflows toward specific business outcomes. Afiniti does not replace existing contact center infrastructure. It operates alongside existing tools and acts as an overarching intelligence layer within complex environments, orchestrating decisions to achieve business goals identified by contact center business owners and operators. Afiniti’s platform is built on over **$2.5 billion in verified incremental value** delivered, more than **1.4 billion calls optimised**, and **100% client retention in 2025**. The four products that deliver outcome orchestration across enterprise contact center AI operations are: ### Afiniti Pairing — AI-Powered Customer-Agent Matching Afiniti Pairing uses AI-driven behavioural matching to pair every incoming interaction with the human agent most likely to produce the optimal outcome for that specific customer, in real time, using the business metric that matters most. Every deployment runs continuous A/B testing natively, with 80% of interactions handled by Afiniti and 20% as a control, producing precise, auditable attribution of performance improvement. [Learn more about Afiniti Pairing](https://www.afiniti.com/products/afiniti-pairing/) ### Afiniti Agents — AI Agents for Voice and Chat Afiniti Agents is an AI-powered voice and chat agent built on Afiniti’s patented behavioural models. It moves beyond containment and fluency to measurable commercial performance, through persona pairing that matches each customer with the optimal AI persona, intelligent escalation that transfers to a human only when predicted to improve business impact, and multi-intent handling that resolves complex interactions end-to-end with fewer handoffs. [Learn more about Afiniti Agents](https://www.afiniti.com/products/afiniti-agents/) ### Afiniti Orchestrator — Real-Time Journey Orchestration for Customer Operations Afiniti Orchestrator provides a centralised decisioning and control layer above existing contact center systems. It acts as the control plane for routing, SLAs, and operational decision logic across the full ecosystem, enabling real-time optimisation, safe change through simulation before deployment, and continuity of logic during CCaaS migrations. [Learn more about Afiniti Orchestrator](https://www.afiniti.com/products/afiniti-orchestrator/) ### Afiniti Intelligence — AI-Driven Intelligence Platform That Unifies Data and Delivers Insights Afiniti Intelligence is the embedded analytics layer that powers the platform. It brings contact center AI data together into one unified view, enables conversational analytics so teams can ask questions and get answers without analyst dependency, runs predictive simulation so teams can see how decisions will play out before acting, and validates outcomes so every change’s real-world impact is measurable. [Learn more about Afiniti Intelligence](https://www.afiniti.com/products/afiniti-intelligence/) For more on how enterprise organisations evaluate and deploy these products, see our guide on [enterprise contact center solutions](/ai-contact-center/enterprise-contact-center-solutions/). ## Explore Further - [How to Choose the Right AI Call Center Software](/ai-contact-center/ai-contact-center-software/) - [Enterprise Contact Center Solutions: A Complete Buyers Guide](/ai-contact-center/enterprise-contact-center-solutions/) --- ### [Conversational AI Platform: The Complete Guide for Enterprise Contact Centers](https://www.afiniti.com/conversational-ai/) **Published:** August 3, 2026 **Author:** shaban.ahmad@afiniti.com **Content:** Conversational AI is now one of the fastest-moving areas in enterprise technology. Over the past three years, voice bots and chat agents have moved from early experiments to production deployments across millions of customer interactions every day. The capability has matured. The results, for many organisations, have not kept pace. Most enterprise contact centers that have deployed conversational AI solutions have hit the same ceiling. Containment rates improve. Handle times drop for straightforward interactions. But the harder question, whether the platform is actually improving business outcomes across the full range of conversations it handles, often goes unanswered. This guide is designed to close that gap. It covers what a conversational AI platform actually is, how the underlying technology works across voice and chat, where enterprise deployments most commonly stall, and what separates platforms that deliver measurable results from those that deliver automation without outcomes. For a broader view of AI technology in the contact center, see our [complete guide to AI contact centers. ](https://www.afiniti.com/ai-contact-center/) ## What Is a Conversational AI Platform? A conversational AI platform is a technology system that enables automated, natural language interactions between a business and its customers across voice and digital channels. Unlike rules-based chatbots that follow fixed decision trees, conversational AI platforms use natural language processing, machine learning, and increasingly large language models to understand what a customer is saying, determine what they need, and respond or act accordingly. In an enterprise contact center context, a conversational AI platform sits at the front end of customer interactions, handling voice calls, web chat, messaging apps, and in some cases email. At a basic level, it resolves straightforward queries without human involvement. At a more sophisticated level, it manages complex, multi-intent conversations, integrates with backend systems to take action on a customer’s behalf, and transfers to a human agent intelligently when the situation requires it. The distinction that matters most when evaluating conversational AI agents for businesses is between platforms designed to contain interactions and those designed to complete them. Containment measures whether the customer reached a human agent. Completion measures whether the customer’s issue was resolved and whether the interaction produced the right business outcome. Those are different standards, and they require different platform architectures. A conversational AI platform that contains volume but does not complete interactions is a cost management tool. A platform that completes interactions and improves outcomes is a business performance tool. ## How Conversational AI Platforms Work Understanding how conversational AI platforms function helps enterprise buyers set realistic expectations about what they can and cannot do. The technology stack underneath any enterprise conversational AI solution involves several layers working in coordination. ### Natural Language Understanding Natural language understanding (NLU) is the layer that interprets what a customer is saying or typing. It identifies the intent behind a message, extracts relevant entities such as account numbers, dates, or product names, and translates unstructured human language into structured data that the platform can act on. The quality of NLU determines whether the platform understands what a customer actually means rather than just what they literally said. Weak NLU is the most common cause of customer frustration with conversational AI agents. ### Dialogue Management Dialogue management controls the flow of a conversation. It decides what the platform should say or do next based on the customer’s intent, the conversation history, and the defined objectives for that interaction type. In simpler platforms, dialogue management follows predefined flows. In more sophisticated conversational AI solutions, it handles branching, multi-intent conversations where a customer raises several issues in a single session, and dynamic context switching when the conversation takes an unexpected direction. ### Backend Integration and Action The ability to take action is what separates a conversational AI platform from a sophisticated FAQ system. Enterprise-grade conversational AI contact center deployments connect directly to CRM systems, billing platforms, order management systems, and knowledge bases, allowing the virtual agent to look up account information, process a transaction, update a record, or resolve an issue without any human involvement. The depth and reliability of these integrations determines how much of the interaction catalogue the platform can handle end-to-end. ### Large Language Models and Generative AI The introduction of large language models has significantly expanded what conversational AI platforms can do in terms of natural, flexible dialogue. LLM-powered agents can handle a wider range of phrasings, manage more complex conversational flows, and generate responses that feel genuinely human rather than scripted. The challenge for enterprise deployments is managing the risks that come with generative output, particularly in regulated industries where responses need to be accurate, compliant, and consistent. ### Intelligent Escalation Every conversational AI platform needs a mechanism for transferring to a human agent when the situation requires it. The quality of escalation logic is one of the most consequential dimensions of any enterprise deployment. Escalating too early negates the value of automation. Escalating too late, or to the wrong agent, damages customer experience. The most effective platforms make escalation decisions based on predicted outcomes rather than simple rules, transferring when human involvement is calculated to produce a better result for the customer and the business. ## Voice vs. Chat: How Conversational AI Works Differently Across Channels Conversational AI platforms are often marketed as omnichannel solutions, but voice and chat present fundamentally different technical challenges. Enterprise buyers should understand those differences before evaluating platforms. ### Conversational AI in Voice Voice conversational AI involves two additional layers that chat does not require: speech-to-text conversion and text-to-speech synthesis. The quality of both affects the entire interaction. Poor speech recognition produces incorrect transcriptions that corrupt the NLU layer. Poor text-to-speech produces robotic-sounding responses that immediately signal to customers that they are talking to an automated system. Voice conversations also happen in real time with no ability to pause and reconsider. The platform must process input, determine intent, query systems, and generate a response within seconds. The latency requirements for voice are significantly tighter than for chat, and many platforms that perform adequately in chat struggle to maintain acceptable response times at scale in voice. Despite these challenges, voice remains the highest-volume and highest-stakes channel for most enterprise contact centers. 41% of contact center leaders have identified conversational IVR and voicebot technology as a top priority by the end of 2026. The potential to handle a significant portion of voice interactions without human involvement is a major driver of enterprise investment in conversational AI platforms. ### Conversational AI in Chat Chat conversational AI does not carry the latency constraints of voice, which gives platforms more flexibility in processing. Customers expect responses within a few seconds but tolerate brief pauses more readily than silence on a voice call. This means chat platforms can leverage more computationally intensive models without degrading the experience. The challenge in chat is managing asynchronous conversations, where customers may take minutes or hours between messages, and multi-session continuity, where a customer returns to a conversation they started on a previous day. Enterprise conversational AI solutions need to maintain context across these gaps in a way that voice platforms do not. ### Unified Channel Intelligence The most sophisticated conversational AI platforms for enterprise contact centers maintain shared intelligence across voice and chat. A customer who spoke to a voice bot yesterday and opens a chat session today should not have to re-explain their situation. The ability to carry context, intent, and resolution history across channels is a meaningful differentiator for enterprise deployments at scale. ## Where Enterprise Conversational AI Deployments Stall Most large enterprises that have invested in conversational AI platforms have encountered the same set of challenges. Understanding where deployments go wrong is as important as understanding what good looks like. ### Optimising for Containment Rather Than Outcomes The most common strategic mistake in enterprise conversational AI is measuring success by containment rate. Containment tells you how often a customer did not reach a human agent. It does not tell you whether the customer’s issue was resolved, whether they were satisfied, or whether the interaction produced the right business outcome. A platform with 80% containment and poor resolution quality creates a worse customer experience than one with 60% containment and genuine problem resolution. The metric drives the wrong behaviour. ### Underestimating Conversation Complexity Enterprise contact centers deal with a wide range of interaction types, many of which are considerably more complex than the use cases that conversational AI platforms are typically built and tested on. A customer calling about a disputed charge that also involves a recent upgrade and an outstanding delivery is not presenting a single intent. They are presenting three related but distinct issues that require access to multiple systems and potentially different resolution paths. Most conversational AI contact center deployments handle simple, single-intent interactions well. The challenge is everything else. ### Integration Gaps That Limit What the Platform Can Do A conversational AI platform can only resolve what it can act on. If the platform can understand a customer’s request but cannot access the system needed to fulfil it, the interaction ends in a transfer. Every integration gap is a ceiling on the platform’s effectiveness. Enterprise environments typically have complex, heterogeneous system landscapes with multiple CRM instances, legacy billing platforms, and custom integrations built over years. The integration burden is consistently underestimated in conversational AI deployments and consistently over-budget in execution. ### Treating Deployment as a Finished State Conversational AI platforms degrade without active management. Customer language evolves. New products and services create new interaction types. Seasonal events change contact patterns. Platforms that are not continuously monitored, retrained, and updated will see performance decline over time. Enterprise deployments that treat go-live as the end of the project rather than the beginning of an ongoing operational discipline consistently underperform relative to those that invest in continuous improvement. ## What Good Looks Like: From Containment to Outcomes High-performing enterprise conversational AI deployments share a set of characteristics that distinguish them from the majority. The shift is from thinking about automation as a cost reduction mechanism to thinking about it as a business performance capability. - **Outcome definition before deployment.** The most effective deployments start with a precise definition of what success looks like beyond containment. Which customer segments will the platform handle? What does resolution mean for each interaction type? How will improvement be measured and attributed? - **Continuous learning from real interactions.** Platforms that improve over time do so because they learn from every conversation, not just the ones that go well. Feedback loops from escalated interactions, resolution rates, and post-contact customer behaviour feed back into model improvement continuously. - **Intelligent escalation based on predicted outcomes.** Rather than escalating based on keywords or failure states, the best platforms transfer to human agents when that transfer is predicted to improve the outcome for the customer and the business. That requires a model of what human agents are likely to achieve, not just a detection of what the virtual agent cannot handle. - **Integration depth that enables genuine resolution.** Platforms that resolve interactions rather than just routing them are integrated deeply enough to act on a customer’s behalf across the systems that matter. Lookup is not enough. Action is the standard. - **Transparent measurement of business impact.** Every interaction the platform handles should be traceable to a business outcome. Not a containment rate. Not a response time metric. A genuine measure of whether the customer issue was resolved, whether the business outcome was achieved, and what the value of that was. ## Key Capabilities to Evaluate in a Conversational AI Platform For enterprise buyers evaluating conversational AI platforms, the feature landscape has converged significantly. Most enterprise-grade platforms now offer NLU, dialogue management, backend integration, and some form of escalation logic. The questions that now differentiate credible platforms from the rest are about the quality of those capabilities, not their existence. ### NLU Quality and Language Coverage How accurately does the platform understand what customers are saying across different phrasings, accents, dialects, and communication styles? Ask for accuracy benchmarks on interaction types relevant to your specific customer base, not on generic benchmarks. Also ask about language coverage if you operate across multiple geographies. NLU quality degrades significantly for languages that are underrepresented in training data. ### Conversation Design and Complexity Handling Can the platform handle multi-intent conversations where a customer raises several issues in a single session? Can it maintain context across a conversation that takes unexpected turns? Ask to see how the platform handles interactions that fall outside its trained use cases. Edge case handling is where most platforms reveal their limitations. ### Integration Architecture and Depth What systems can the platform connect to, and what can it actually do within those systems? There is a significant difference between a platform that can read from a CRM and one that can write to it, trigger a workflow, or process a transaction. Map the integrations you need against what the platform can genuinely support in your specific technology environment, not in a generic reference architecture. ### Escalation Intelligence How does the platform decide when to transfer to a human agent? Is it rules-based, keyword triggered, or driven by a predictive model? Rules-based escalation is predictable but inflexible. Predictive escalation, where the decision is made based on the likely outcome of the conversation with and without human involvement, is more sophisticated and consistently produces better results for both customers and the business. ### Measurement and Attribution How does the vendor measure the performance of their platform? Containment rate is a starting point, not an endpoint. Look for platforms that can demonstrate improvement in resolution rate, customer satisfaction, and business outcomes such as conversion or retention. Ask specifically how the platform attributes those improvements to its own performance rather than to other variables. ## Implementation: What Enterprise Leaders Need to Know ### Start Narrow and Prove Value Before Scaling The most consistently successful enterprise conversational AI deployments begin with a clearly defined, high-volume use case where the interaction type is well understood, the resolution criteria are clear, and the measurement methodology is agreed before deployment. Proving value at narrow scale before expanding protects the business from the operational and reputational cost of a broad deployment that underperforms. ### Data Quality Determines Platform Quality Conversational AI platforms learn from interaction data. The quality of that learning depends entirely on the quality of the data available. Incomplete transcripts, inconsistent labelling, and siloed interaction records all limit what the platform can learn. Before evaluating vendors, an honest assessment of your interaction data environment is the most productive investment you can make. ### Change Management Is Operational, Not Just Technical Deploying a conversational AI platform changes how contact center teams work. Agents handle a different mix of interactions. Supervisors need to understand what the platform is doing and why. Operations leaders need visibility into platform performance that is as accessible as their existing metrics. The technical deployment is usually the simpler half of a successful implementation. ### Plan for Ongoing Management From Day One A conversational AI platform is not a set-and-forget deployment. Language models drift. Customer behaviour changes. New interaction types emerge. Build the operational model for ongoing management into your business case and resource planning before deployment, not as an afterthought once the platform is live. ## How Afiniti Approaches Conversational AI for Enterprise Contact Centers Afiniti has built its approach to conversational AI around a principle that distinguishes it from most platforms in this space: automation should be measured by the outcomes it produces, not the volume it contains. That standard shapes how Afiniti Agents is designed, deployed, and measured. [Afiniti Agents](https://www.afiniti.com/products/afiniti-agents/) is an outcome-optimised virtual agent for voice and chat, built on the same patented behavioural models that underpin Afiniti’s broader enterprise AI platform. It is part of Afiniti’s [outcome orchestration](https://www.afiniti.com/afiniti-introduces-outcome-orchestration-a-new-standard-for-enterprise-ai/) approach, which coordinates decisions across routing, automation, analytics, and quality under a unified intelligence layer aligned to defined business goals. It is designed to share intelligence across routing, analytics, and quality layers when deployed alongside other Afiniti products. Three capabilities define how Afiniti Agents delivers on the outcomes standard: ### Persona Pairing Afiniti Agents matches each customer and context with the optimal AI persona to strengthen engagement and improve outcomes. Rather than presenting every customer with the same conversational style and approach, the platform adapts based on what is predicted to work best for that specific customer in that specific interaction. This is the same behavioural intelligence that drives Afiniti Pairing in the human agent context, applied to virtual agents. ### Intelligent Escalation Escalation decisions in Afiniti Agents are made based on predicted business impact rather than simple rules or failure states. The platform transfers to a human agent only when that transfer is predicted to improve the measurable business outcome for that interaction. This means escalation happens when it should, not before, not after. The result is higher automation quality without the customer experience cost of over-automation. ### Multi-Intent and Complex Handling Afiniti Agents resolves non-linear, high-value interactions end-to-end with fewer handoffs. It handles complex, multi-intent conversations where customers raise several issues in a single session, maintaining context and pursuing resolution across all of them. This capability is what separates a conversational AI contact center platform designed for enterprise complexity from one designed for simple, scripted use cases. The platform is built on over **$2.5 billion in verified incremental value** delivered across enterprise contact centers globally, more than **1.4 billion calls optimised**, and **100% client retention in 2025**. The full Afiniti product suite works alongside Afiniti Agents to deliver coordinated intelligence across the contact center: - [Afiniti Pairing](https://www.afiniti.com/products/afiniti-pairing/) — AI-Powered Customer-Agent Matching. Pairs every incoming interaction with the human agent most likely to produce the optimal outcome, using continuous A/B testing to produce auditable attribution. - [Afiniti Orchestrator](https://www.afiniti.com/products/afiniti-orchestrator/) — Real-Time Journey Orchestration. The centralised control layer for routing, SLAs, and operational decisions across the contact center ecosystem. - [Afiniti Intelligence](https://www.afiniti.com/products/afiniti-intelligence/) — AI-Driven Intelligence Platform. Unified analytics that brings contact center data together, enables conversational querying, and validates the real-world impact of every platform decision. In telecommunications alone, the platform has generated over [$1 billion in lifetime value](https://www.afiniti.com/industries/telco-media/) for clients. To hear from the organisations using Afiniti, visit the [Afiniti client testimonials page](https://www.afiniti.com/testimonials/). ## Explore Further - [AI Call Center Voice Agent: What It Is and How It Works](https://www.afiniti.com/conversational-ai/ai-voice-agents/) - [AI Virtual Agents: How They Work and Where They Deliver Value](https://www.afiniti.com/conversational-ai/ai-virtual-agents/) --- ### [Book a Demo](https://www.afiniti.com/book-a-demo/) **Published:** June 29, 2026 **Author:** shaban.ahmad@afiniti.com **Content:** # Your Contact Center Is Leaving Revenue On The Table. Here’s How We Prove It And Fix It. Afiniti’s outcome orchestration platform connects the right customer to the right agent or AI at the right moment, optimizing every interaction for revenue, retention, or whatever outcome your business is actually trying to drive. See it live, applied to your industry and use case, with a solutions consultant who knows your environment. ### $2.5B in incremental value delivered to date ### 1.4B calls optimized to date ### 20 years operating in complex, enterprise environments ### Book Your Demo See what your contact center is truly capable of. [Book A Demo ](#) ## Trusted by Leading Contact Centers Worldwide ![Client Logo 1](/wp-content/uploads/2026/05/Client-logo-1-copy1.svg) ![Client Logo 2](/wp-content/uploads/2026/05/Client-logo-2-3.svg) ![Client Logo 1](/wp-content/uploads/2026/05/Client-logo-1-copy1.svg) ![Client Logo 2](/wp-content/uploads/2026/05/Client-logo-2-3.svg) ![Client Logo 1](/wp-content/uploads/2026/05/Client-logo-1-copy1.svg) ![Client Logo 2](/wp-content/uploads/2026/05/Client-logo-2-3.svg) ![Client Logo 1](/wp-content/uploads/2026/05/mobile-1-2.svg) ![Client Logo 2](/wp-content/uploads/2026/05/mobile-2-2.svg) ![Client Logo 3](/wp-content/uploads/2026/05/mobile-3-2.svg) ![Client Logo 1](/wp-content/uploads/2026/05/mobile-1-2.svg) ![Client Logo 2](/wp-content/uploads/2026/05/mobile-2-2.svg) ![Client Logo 3](/wp-content/uploads/2026/05/mobile-3-2.svg) ## The Contact Center Industry Has Been Optimizing For The Wrong Things Containment. Deflection. Average handle time. These measure activity, not outcomes. Not revenue. Not retention. Not what the business is actually trying to achieve. Afiniti sits above your existing CCaaS, ACD, and CRM. No rip-and-replace. It coordinates decisioning, routing, AI agents, and analytics toward results you can measure and prove. ## One Platform. Four Products. Every Outcome Measurable. Works standalone or combined, layered above the stack you already have. [ Explore The Full Product Suite ](https://www.afiniti.com/products/) ![](https://www.afiniti.com/wp-content/uploads/2026/06/pairing.svg "pairingsvg") ![Afiniti Agent Logo](https://www.afiniti.com/wp-content/uploads/2026/03/Agents-m.svg "Afiniti Agent Logo") ![Afiniti Orchestrator](https://www.afiniti.com/wp-content/uploads/2026/03/Orchestrator-1.svg "Afiniti Orchestrator") ![Afiniti Intelligence](https://www.afiniti.com/wp-content/uploads/2026/03/Intelligence-m.svg "Afiniti Intelligence") ![](https://www.afiniti.com/wp-content/uploads/2026/06/Afiniti-Pairing-Logo-Black-Red.svg "Afiniti-Pairing-Logo-Black-Redsvg") Real-time prescriptive AI that dynamically pairs each customer with the agent most likely to achieve the desired outcome at the moment of connection. Continuously learns and improves every match, with no change management or retraining required. [ Learn More ](https://www.afiniti.com/products/afiniti-pairing/) ![](https://www.afiniti.com/wp-content/uploads/2026/06/Afiniti-Pairing.svg "Afiniti-Pairingsvg") ![](https://www.afiniti.com/wp-content/uploads/2026/06/Afiniti-Agents-Logo-Black-Indigo.svg "Afiniti-Agents-Logo-Black-Indigosvg") AI for voice and chat that goes beyond containment. Handles multi-intent and complex customer needs within a single interaction, selects the right AI persona per customer, and escalates intelligently to the right human agent at the right moment. [ Learn More ](https://www.afiniti.com/products/afiniti-agents/) ![](https://www.afiniti.com/wp-content/uploads/2026/06/Afiniti-Agents.svg "Afiniti-Agentssvg") ![Afiniti Orchestrator](https://www.afiniti.com/wp-content/uploads/2026/03/Orchestrator-1.svg "Afiniti Orchestrator") The decisioning brain of the enterprise contact center. Coordinates routing, SLAs, and business priorities across CCaaS, ACD, IVR, and CRM platforms in real time. Manages day-to-day operations, planned demand events, unplanned disruptions, and safe CCaaS migrations on your terms. [ Learn More ](https://www.afiniti.com/video/afiniti-orchestrator/) ![](https://www.afiniti.com/wp-content/uploads/2026/06/Afiniti-Orchestrator.svg "Afiniti-Orchestratorsvg") ![Afiniti Intelligence](https://www.afiniti.com/wp-content/uploads/2026/03/Intelligence.svg "Afiniti Intelligence") A contact center AI analytics platform that turns fragmented data into clear, actionable insight. Unifies contact center data, operational metrics, outcomes, and business data into a single intelligence layer so leaders can understand what is happening, why, and what to do next. [ Learn More ](https://www.afiniti.com/video/afiniti-intelligence/) ![](https://www.afiniti.com/wp-content/uploads/2026/06/Afiniti-Intelligence.svg "Afiniti-Intelligencesvg") ## What Your Demo Covers ## 01 ##### The Platform, Live See Afiniti’s outcome orchestration suite running against real anonymised data. Not slides. The actual product. ## 02 ##### Your Industry, Your Use Case Every demo is shaped around the outcomes that matter most in your environment. Retention, revenue, enrollment, reservations. We focus on what is relevant to you. ## 03 ##### A Clear Picture Of What Is Possible You will leave with a specific view of how Afiniti would apply to your operation and what it could deliver. ## Real Results. Measured In Production. Real-world results from organizations using Afiniti in production. ![Virgin Media](https://www.afiniti.com/wp-content/uploads/2026/03/Virgin_Media_O2svg.svg "Virgin_Media_O2svgsvg") ![ATT](https://www.afiniti.com/wp-content/uploads/2026/03/ATT_logo_2016svg.svg "ATT_logo_2016svgsvg") ![Tim](https://www.afiniti.com/wp-content/uploads/2026/03/TIM-Logo.svg "TIM-Logosvg") ![](https://www.afiniti.com/wp-content/uploads/2025/06/Lutz-Schuler-icon.svg "Lutz-Schuler-icon.svg") “ \[With\] your support, we have been generating more happy customers and we have generated more revenue.” ## Lutz Schuler Chief Executive Officer, Virgin Media O2 ![](https://www.afiniti.com/wp-content/uploads/2025/06/Jenifer-Robertson-icon.svg "Jenifer-Robertson-icon.svg") “\[With\] 80% of our calls with Afiniti ON, 20% OFF, we are having a big impact on the customer experience and the ability to generate revenue.” ## Jenifer Robertson Executive Vice President & General Manager AT&T Mass Markets ![](https://www.afiniti.com/wp-content/uploads/2025/06/Pietro-Labriola-icon.svg "Pietro-Labriola-icon.svg") “The opportunity for us is clear: Afiniti improves our customer service and provides therefore a key competitive advantage for TIM.” ## Pietro Labriola CEO of TIM SpA ## See Afiniti Working On Your Numbers. See what your contact center is truly capable of. [ Book Your Demo ](#hero-section) --- ### [Customer Contact Week 2026](https://www.afiniti.com/customer-contact-week-2026/) **Published:** June 17, 2026 **Author:** shaban.ahmad@afiniti.com **Content:** # CCW Las Vegas ## June 22–25, 2026, Caesar’s Forum Society Boardroom ### The AI platform that optimizes your entire contact center—not just each tool in isolation. Afiniti is at CCW with a brand new product suite and a private boardroom full of live demos. If you’re there, come see what we’ve built. ### Ready to see what we’ve built? If you’re at CCW and want to set up time with us — whether it’s a demo, a conversation, or a spot at our private lunch on Wednesday — fill in the form and we’ll get back to you within 24 hours. [Request a Meeting ](/contact) ## We've been optimizing contact centers for 20 years. Here's what's next. Afiniti just launched a new product suite that brings AI pairing, intelligent agents, real-time orchestration, and a unified intelligence layer together in one platform — running on top of the systems you already have, with no rip and replace. CCW is the first time we’re showing it live. If you’re at Caesar’s Forum on June 24th or 25th, stop by the Society Boardroom. We’ll walk you through what it does and what it could mean for your contact center. ![Stage with a large screen reading 'CCW Customer Contact Week'; neon rectangular frames and blue spotlights illuminate an audience seated in the foreground.](https://www.afiniti.com/wp-content/uploads/2026/06/CCW.jpg "CCWjpg") ## One platform. Four products. Built for contact centers that have to perform. Your contact center runs on a CCaaS platform, a CRM, a workforce management tool, and an IVR. Each one does its job. What none of them do is coordinate with each other toward a shared outcome — which customer gets which agent, whether AI or a human handles the call, how your routing adjusts when something breaks. That’s the gap. That’s what Afiniti fills. ![Afiniti Pairing](https://www.afiniti.com/wp-content/uploads/2026/03/Pairing-1.svg "Afiniti Pairing") Matches each customer to the specific agent whose track record shows the best results with callers like them. Automatically, on every call, without touching your existing routing infrastructure. ![Afiniti Agent](https://www.afiniti.com/wp-content/uploads/2026/03/Agent-1.svg "Afiniti Agent") Handles complex voice and chat conversations end-to-end. Knows when a human will get a better outcome and hands off with full context — no dropped threads, no frustrated customers. ![Afiniti Orchestrator](https://www.afiniti.com/wp-content/uploads/2026/03/Orchestrator-1.svg "Afiniti Orchestrator") Manages your routing logic across all your systems in real time. Simulate changes before making them. Respond to unplanned events automatically. Stop deploying an army to manage what the software should be handling. ![Afiniti Intelligence](https://www.afiniti.com/wp-content/uploads/2026/03/Intelligence-m.svg "Afiniti Intelligence") Connects the fragmented data across all your tools into one live view of your contact center — what’s happening, why, and what to do about it. Connected directly to action across the rest of the platform. ### 20 Years Of Enterprise AI ### 500+ Patents Issued ### 250M+ Interactions Optimized Annually ### $2.5B+ Proven Client Value ## Join the Conversation - live on the CCW stage ![](https://www.afiniti.com/wp-content/uploads/2026/06/Client-Case-Study-Curved.svg "Client-Case-Study-Curvedsvg") ### AI is no longer the question. Value is. As enterprises move beyond experimentation into large-scale deployment, the gap between intelligence and outcome is where customer lifetime value quietly disappears. Join Afiniti CEO Jerome Kapelus and SiriusXM CPO/CIO Moshe Pridan, drawing on six-plus years of partnership, for a candid conversation on what separates the technologies worth betting on from the ones that don’t survive contact with reality, and what forward-thinking leaders are prioritizing today to maximize the impact of AI tomorrow. Add to My Schedule [Google Calendar](https://calendar.google.com/calendar/render?action=TEMPLATE&text=CCW&dates=20260625T134500/20260625T143000&details=CCW+Conference&location=CAESARS+FORUM+Conference+Center%2C+3911+Koval+Lane%2C+Las+Vegas%2C+NV) [Apple / Outlook (.ics)](#) ### Meet the team live at CCW ![Jerome Kapelus](https://www.afiniti.com/wp-content/uploads/2024/12/Jerome-Kapelus.jpg) ###### Jerome Kapelus Chief Executive Officer [ ![linkedin Icon](https://www.afiniti.com/wp-content/plugins/design-system-plugin-2026/widgets/../assets/images/linkedin.png) ](https://www.linkedin.com/in/jeromekapelus/) ![Chris Karp](https://www.afiniti.com/wp-content/uploads/2025/01/Chris-Karp.jpg) ###### Chris Karp Chief Growth Officer [ ![linkedin Icon](https://www.afiniti.com/wp-content/plugins/design-system-plugin-2026/widgets/../assets/images/linkedin.png) ](https://www.linkedin.com/in/chris-karp-62022b2/) ![Dileepan Narayanan](https://www.afiniti.com/wp-content/uploads/2025/01/Dileepan-Narayanan.jpg) ###### Dileepan Narayanan Chief Product and Technology Officer [ ![linkedin Icon](https://www.afiniti.com/wp-content/plugins/design-system-plugin-2026/widgets/../assets/images/linkedin.png) ](https://www.linkedin.com/in/dileepannarayanan/) ### There’s more going on than just demos ![Golf putter and a white golf ball on a putting green near an open hole.](https://www.afiniti.com/wp-content/uploads/2026/06/Golf.jpg "Golfjpg") ![Golf putter aiming at a hole with a white ball on the putting green nearby the cup and flagstick nearby.](https://www.afiniti.com/wp-content/uploads/2026/06/golf-.jpg "golf-jpg") ![](https://www.afiniti.com/wp-content/uploads/2026/06/Sink-a-hole-in-one.svg "Sink-a-hole-in-onesvg") #### Sink a hole-in-one. Win something good. We’ve set up a mini putt hole at the front of the Society Boardroom. Sink it in one shot and you’re entered into a daily prize drawing. ![](https://www.afiniti.com/wp-content/uploads/2026/06/Mini-Putt-Prize-.svg "Mini-Putt-Prize-svg") #### Mini Putt Prize Win a TheraGun Mini. Two winners drawn per day across both event days. ![](https://www.afiniti.com/wp-content/uploads/2026/06/Take-a-demo-Enter-to-win.svg "Take-a-demo-Enter-to-winsvg") #### Take a demo. Enter to win. Complete a 15-minute demo in our room, “Klik” your badge with one of our team members, and enter for a chance to win our grand prize. ![](https://www.afiniti.com/wp-content/uploads/2026/06/Demo-Drive-prize-.svg "Demo-Drive-prize-svg") #### Grand Prize Win a TheraGun PRO Plus. ## 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. [ Connect with Our Team ](https://www.afiniti.com/contact/) --- ### [Afiniti Link](https://www.afiniti.com/afiniti-link/) **Published:** August 18, 2025 **Author:** Daniyal.Khan@afiniti.com **Content:** # Seamless Integration. Proven Value. Afiniti Link™ empowers partners to seamlessly integrate with our AI routing technology—via APIs, SDKs, or co-developed features—driving performance, reliability, and shared success. [Get Certified ](#) ![Afiniti Link](https://www.afiniti.com/wp-content/uploads/2026/02/Afiniti-Link-logo-1.svg "Afiniti Link") ## Certified to Succeed Afiniti Link gives partners the tools, support, and recognition needed to create and scale high-impact integrations: ##### Flexible Integration Paths Use your own APIs, Afiniti’s SDKs, or co-develop a native feature set — Afiniti Link meets you where you are. ##### Technical Validation Joint integration testing and bench-marking ensures seamless deployment and maximum performance. ##### Developer Enablement Access SDKs, documentation, and service delivery bootcamps to accelerate development. ##### Dedicated Support Advanced partners receive assigned technical resources for co-development and deployment support. ##### Go-to-Market Alignment Co-branded collateral, joint press releases, and website placement increase market visibility. ##### Sales Enablement Certified integrations are prioritized across Afiniti’s direct and partner sales teams. ### Why Partner with Afiniti? #### Accelerated Customer Outcomes Deliver measurable improvements in conversion, retention, and operational efficiency. #### Streamlined Deployment Reduce complexity and time-to-value with pre-validated integration options. #### Differentiated Offering Stand out in the market with a certified, co-marketed AI solution. #### Shared Success Unlock new revenue opportunities and deliver enhanced value to joint customers. ## Let’s Build the Future of CX Together Afiniti Link enables partners to go to market with confidence—knowing their integration is proven, scalable, and supported. [Get Certified ](#) ![Blink UX What is Customer Experience CX](https://www.afiniti.com/wp-content/uploads/2026/03/Blink-UX-What-is-Customer-Experience-CX.jpg "Blink UX What is Customer Experience CX") --- ### [Testimonials](https://www.afiniti.com/testimonials/) **Published:** September 28, 2023 **Author:** Daniyal.Khan@afiniti.com **Content:** # Trusted by Clients and Partners Worldwide Explore real-world outcomes from organizations and partners using Afiniti to improve customer experience and performance. ![Virgin Media](https://www.afiniti.com/wp-content/uploads/2026/03/Virgin_Media_O2svg.svg "Virgin_Media_O2svgsvg") ## How Data and Partnership Drive a Customer-Centric Revolution Discover how VM O2 and Afiniti turned data collaboration into a competitive advantage. Watch VM O2 CEO Lutz Schüler explain how data, AI, and trusted partnerships are reshaping customer experience in telecommunications and what it takes to get it right. ###### Play Video [ Read More ](https://www.afiniti.com/how-data-and-partnership-drive-a-customer-centric-revolution/) [ ](https://www.afiniti.com/how-data-and-partnership-drive-a-customer-centric-revolution/) ![Virgin Media](https://www.afiniti.com/wp-content/uploads/2026/03/VMO2.jpg "VMO2jpg") ![ATT](https://www.afiniti.com/wp-content/uploads/2026/03/ATT_logo_2016svg.svg "ATT_logo_2016svgsvg") ## Every Call Counts: How to Scale Customer Experience Discover how AT&T and Afiniti leverage AI to scale customer experience and improve every interaction. ###### Play Video [ Read More ](https://www.afiniti.com/every-call-counts-how-to-scale-customer-experience/) [ ](https://www.afiniti.com/every-call-counts-how-to-scale-customer-experience/) ![ATT](https://www.afiniti.com/wp-content/uploads/2026/03/ATT.jpg "ATTjpg") ![Tim](https://www.afiniti.com/wp-content/uploads/2026/03/TIM-Logo.svg "TIM-Logosvg") ## How AI and Flexibility Drive Exceptional Customer Service TIM CEO Pietro Labriola shares how AI-driven flexibility and intelligent pairing elevate customer service and create competitive advantage in a fast-moving telecom market. ###### Play Video [ Read More ](https://www.afiniti.com/how-ai-and-flexibility-drive-exceptional-customer-service/) [ ](https://www.afiniti.com/how-ai-and-flexibility-drive-exceptional-customer-service/) ![TIM](https://www.afiniti.com/wp-content/uploads/2026/03/TIM.jpg "TIMjpg") ![G6 hospitality](https://www.afiniti.com/wp-content/uploads/2026/03/G6-hospitality.svg "G6-hospitalitysvg") ## Hospitality at Scale: Using AI to Improve Guest Experience Afiniti transforms G6 call centers, improving reservations, agent performance, and customer satisfaction. ###### Play Video [ Read More ](https://www.afiniti.com/hospitality-at-scale-using-ai-to-improve-guest-experience/) [ ](https://www.afiniti.com/hospitality-at-scale-using-ai-to-improve-guest-experience/) ![G6 Hospitality](https://www.afiniti.com/wp-content/uploads/2026/03/G6-Hospility.jpg "G6-Hospilityjpg") ## Together We Can Transform Your Business 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. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) --- ### [Products](https://www.afiniti.com/products/) **Published:** June 6, 2025 **Author:** shaban.ahmad@afiniti.com **Content:** # Outcome Orchestration Products for Contact Centers Afiniti’s outcome orchestration products help contact centers make better decisions in real time by connecting customer interactions with measurable business outcomes. Intelligent decisioning, advanced analytics, and continuous optimization work together to move contact centers beyond efficiency metrics and toward the results that matter: revenue growth, customer retention, and consistent CX. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) ## Driven by People. Powered by AI. Contact center performance is shaped by how thousands of decisions come together every minute across people, systems, and channels. Afiniti’s products are built by experts who understand that reality and by AI that makes it actionable at scale. For complex, high-volume enterprise contact centers, Afiniti’s outcome orchestration products apply intelligence at the moments where performance is decided. They align data, decisioning, and execution across the full interaction ecosystem to drive measurable business outcomes while maintaining trust, transparency, and control. ## Why Outcome Orchestration? ![Orchestrates outcomes that matter most](/wp-content/uploads/2026/03/01-Incremental-Value.png) ![Orchestrates outcomes that matter most](/wp-content/uploads/2026/03/Orchestrates-outcomes-that-matter-most.png) ![Applies real-time AI decisioning across every interaction](/wp-content/uploads/2026/03/Applies-real-time-AI-decisioning-across-every-interaction.png) ![Integrates seamlessly into existing ecosystems](/wp-content/uploads/2026/03/Integrates-seamlessly-into-existing-ecosystems.png) 01 ### Delivers Proven, Measurable Impact More than $2.5 billion in verified incremental value delivered to enterprises across telecommunications, financial services, healthcare, insurance, and hospitality. 02 ### Orchestrates Outcomes That Matter Most Aligns decisions across every interaction to drive revenue, retention, efficiency, and customer experience. 03 ### Applies Real-Time AI Decisioning Across Every Interaction Coordinates customers, agents, AI agents, and routing decisions through a single centralized intelligence layer. 04 ### Integrates Seamlessly Into Existing Ecosystems Works as an intelligent overlay on existing CCaaS, ACD, IVR, CRM, and BRE infrastructure. No replacement. No disruption. Faster time to value. ## How Does Outcome Orchestration Work? Afiniti’s outcome orchestration products are designed to help enterprises unlock the full value of their existing investments while maintaining transparency, control, and trust in AI-driven decisioning. ![Pairing Logo](https://www.afiniti.com/wp-content/uploads/2026/03/Pairing.svg "Pairing Logo") ![Pairing Logo](https://www.afiniti.com/wp-content/uploads/2026/03/Pairing-m.svg "Pairing Logo") Uses patented prescriptive AI to match each customer with the agent most likely to achieve the desired outcome, across every interaction, at scale. Impact is precisely measured through continuous A/B testing, making uplift transparent, always attributed, and tied directly to revenue, retention, and CX outcomes. #### Platform Capabilities - **Outcome-Based Matching:** AI-powered customer-agent matching using real-time and historical interaction data. - **Proven Uplift Measurement:** Continuous A/B testing that precisely measures incremental uplift across sales, retention, and handle time. - **Seamless Infrastructure Overlay:** Works as an overlay on existing infrastructure with no change management or agent retraining required. [ Discover Afiniti Pairing ](https://www.afiniti.com/products/afiniti-pairing/) ![Afiniti Agent Logo](https://www.afiniti.com/wp-content/uploads/2026/03/Agent.svg "Afiniti Agent Logo") ![Afiniti Agent Logo](https://www.afiniti.com/wp-content/uploads/2026/03/Agents-m.svg "Afiniti Agent Logo") Automates customer interactions across voice and chat with empathetic, outcome-focused conversations. Deployable as a front-of-call IVR/IVA, in-queue virtual agent, or both, handling complex, multi-intent needs and escalating to the right human agent at the exact moment it will most improve the outcome. #### Platform Capabilities - **Multi-Intent Problem Handling:** Resolves complex, non-linear customer needs within a single interaction, ensuring nothing is missed - **Persona Pairing:** Selects the optimal AI persona before the conversation begins, matching tone and style to each customer - **Intelligent Escalation:** Evaluates sentiment, conversion likelihood, and availability in real time, escalating to the right human agent at the exact moment it will most improve the outcome [ Discover Afiniti Agents ](https://www.afiniti.com/products/afiniti-agents/) ![Afiniti Orchestrator](https://www.afiniti.com/wp-content/uploads/2026/03/Orchestrator.svg "Afiniti Orchestrator") ![Afiniti Orchestrator](https://www.afiniti.com/wp-content/uploads/2026/03/Orchestrator-m.svg "Afiniti Orchestrator") The AI-powered control layer that unifies fragmented customer interaction logic across platforms. Continuously optimizes for desired business outcomes, running real-time decisioning and safe simulations without manual oversight. #### Platform Capabilities - **Decisioning Engine:** Continuously refines business rules in real time across planned events, disruptions, and day-to-day operations - **End-to-End Journey Orchestration:** Coordinates decisions across the full interaction lifecycle to optimize each customer journey holistically - **CCaaS Migration:** Enables faster, lower-risk migrations without disrupting performance or requiring manual rule translation [ Discover Afiniti Orchestrator ](https://www.afiniti.com/products/afiniti-orchestrator/) ![Afiniti Intelligence](https://www.afiniti.com/wp-content/uploads/2026/03/Intelligence.svg "Afiniti Intelligence") ![Afiniti Intelligence](https://www.afiniti.com/wp-content/uploads/2026/03/Intelligence-m.svg "Afiniti Intelligence") The contact center AI analytics platform that turns fragmented data into clear, actionable insight. Unifies operational metrics, outcomes, and business data into a single intelligence layer that surfaces automatically, adapts continuously, and connects directly to action across all Afiniti products. #### Platform Capabilities - **Unified Intelligence Layer:** Combines contact center data, operational metrics, and business outcomes into a single governed layer with conversational AI and adaptive anomaly detection - **Impact Simulation:** Simulates projected outcomes before execution so decisions are grounded in evidence before anything goes live - **Prescriptive Insights:** Recommends specific actions across Pairing, Agents, and Orchestrator tied directly to business outcomes [ Discover Afiniti Intelligence ](https://www.afiniti.com/products/afiniti-intelligence/) ## Trusted by Industry Leaders Afiniti is trusted by leading global enterprises across telecommunications, financial services, healthcare, insurance, and travel and hospitality. ![Client Logo 1](/wp-content/uploads/2026/05/Client-logo-1-copy1.svg) ![Client Logo 2](/wp-content/uploads/2026/05/Client-logo-2-3.svg) ![Client Logo 1](/wp-content/uploads/2026/05/Client-logo-1-copy1.svg) ![Client Logo 2](/wp-content/uploads/2026/05/Client-logo-2-3.svg) ![Client Logo 1](/wp-content/uploads/2026/05/Client-logo-1-copy1.svg) ![Client Logo 2](/wp-content/uploads/2026/05/Client-logo-2-3.svg) ![Client Logo 1](/wp-content/uploads/2026/05/mobile-1-2.svg) ![Client Logo 2](/wp-content/uploads/2026/05/mobile-2-2.svg) ![Client Logo 3](/wp-content/uploads/2026/05/mobile-3-2.svg) ![Client Logo 1](/wp-content/uploads/2026/05/mobile-1-2.svg) ![Client Logo 2](/wp-content/uploads/2026/05/mobile-2-2.svg) ![Client Logo 3](/wp-content/uploads/2026/05/mobile-3-2.svg) [ Watch Testimonials ](https://www.afiniti.com/testimonials/) ## Proven Impact Across Industries ### Afiniti delivers measurable outcomes where complexity is highest. [ Request a Meeting ](https://www.afiniti.com/contact/) [### Telco & Media Top Telco Generates over ### $1b with Afiniti ](https://www.afiniti.com/industries/telco-media/) [### Financial Services International Bank Increases Loan Sales by ### 12% with Afiniti ](https://www.afiniti.com/industries/financial-services/) [### Insurance Large U.S. Insurer Increases Lifetime Premiums by ### $450m+ with Afiniti ](https://www.afiniti.com/industries/insurance/) [### Healthcare Top U.S. Healthcare Insurer Increases Telesales by ### 6% with Afiniti ](https://www.afiniti.com/industries/healthcare/) [### Travel & Hospitality Global Hospitality Company Increases LTV by ### $40m with Afiniti ](https://www.afiniti.com/industries/travel-hospitality/) ## Responsible AI ##### Responsible AI is embedded into every part of the Afiniti platform. Our technology is built around transparency, accountability, explainability, fairness, data protection, and compliance. Enterprises can see how decisions are made, understand their impact, and trust the outcomes being delivered. [ Learn More About Responsible AI ](https://www.afiniti.com/responsible-ai/) ## How Do You Grow as Priorities Change? ##### Contact Center Priorities Change. The Afiniti Platform is Built to Adapt with Them. Afiniti helps you optimize what matters most today, whether that is human interactions, virtual engagement, or routing performance, while providing a clear path to expand as priorities evolve. Each Afiniti product delivers value on its own and even greater impact together, amplifying performance across your entire contact center ecosystem. ![Afiniti Intelligence](https://www.afiniti.com/wp-content/uploads/2026/03/Intelligence-.svg "Afiniti Intelligence") The contact center AI analytics platform that unifies fragmented data into a single intelligence layer and turns it into clear, actionable insight. ![Pairing-Logo](https://www.afiniti.com/wp-content/uploads/2026/05/Pairing-Logo.svg "Pairing-Logo") Patented prescriptive AI that dynamically matches each customer with the agent most likely to achieve the desired outcome. ![Orchestrator Logo](https://www.afiniti.com/wp-content/uploads/2026/05/Orchestrator-Logo.svg "Orchestrator-Logo") The decisioning brain of the contact center. Coordinates routing logic, SLAs, and business priorities in real time across all contact center systems. ![Agent Logo](https://www.afiniti.com/wp-content/uploads/2026/05/Agent-Logo.svg "Agent-Logo") Outcome-optimized AI virtual agents for voice and chat, with persona matching, intelligent escalation, and multi-intent resolution. ## Maximize and Measure Your Contact Center Performance Afiniti helps organizations unlock measurable value from the systems and people they already have. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) ## Frequently Asked Questions ### What is outcome orchestration? Outcome orchestration coordinates decisions across people, systems, and channels so every customer interaction aligns with measurable business outcomes. Instead of optimizing individual tools in isolation, outcome orchestration connects data, decisioning, and execution across the contact center. This approach helps you improve revenue, retention, efficiency, and customer experience while maintaining transparency and control over how decisions are made. ### How is the Afiniti platform different from traditional contact center AI? Traditional contact center AI tools optimize isolated functions such as routing, automation, or reporting. The Afiniti platform orchestrates decisions across the entire interaction ecosystem. By aligning intelligence across agents, AI agents, routing, and analytics, it drives outcomes that matter to your business, not just incremental efficiency improvements in individual systems. ### Can Afiniti products work with existing contact center systems? Yes. Afiniti products are designed to work with your existing contact center platforms. They integrate with enterprise systems and sit above them as an orchestration layer, coordinating decisions without replacing infrastructure. This lets you unlock more value from your current investments while minimizing disruption to workflows, operations, and customer experience. ### Is the Afiniti product suite built for enterprise environments? Yes. The Afiniti product suite is built for complex enterprise contact centers. It can support high interaction volumes, multiple systems, and strict operational requirements. The platform emphasizes transparency, control, and measurable results so enterprise teams can understand how decisions are made and confidently scale AI-driven optimization. --- ### [Careers](https://www.afiniti.com/careers/) **Published:** October 26, 2023 **Author:** shaban.ahmad@afiniti.com **Content:** # We’re Hiring ##### We’re always looking for smart, driven people who can help us take our business to the next level. [ ](https://www.afiniti.com/jobs/) ![dots career](https://www.afiniti.com/wp-content/uploads/2024/06/dots-career.svg "dots career") [ 08/24/2026 London | United Kingdom ##### Senior Manager, Customer Success Apply Now ](https://www.afiniti.com/job/?title=2416-senior-manager-customer-success&gnk=job&gni=8a78839e9fd3ba7b01a033770e2355f5) [ 07/16/2026 Dublin | Ireland ##### Director, People Operations Apply Now ](https://www.afiniti.com/job/?title=2414-director-people-operations&gnk=job&gni=8a78879e9f4435c7019f6b4f5c3a548a) [ 07/14/2026 London | United Kingdom ##### Director, Enterprise Sales Apply Now ](https://www.afiniti.com/job/?title=2413-director-enterprise-sales&gnk=job&gni=8a78879e9f4435c7019f60d4805405c0) [ View All Jobs ](https://www.afiniti.com/jobs/) ## Our Locations ## Our Locations ### Americas ##### Mexico City, Mexico Paseo de la Reforma 296, Col Juarez 40B101, Mexico City DIF 06600 ##### São Paulo, Brazil Av. das Nações Unidas, 14.261 – Torre B – 27º Andar – Sala 132 – Vila Gertrudes – São Paulo/SP ##### Toronto, Canada 100 King Street West, First Canadian Place, Suite 6905, Toronto, Ontario M5X 1E1 Canada ##### Washington, D.C. 1701 Pennsylvania Ave. NW, 6th Floor, Washington, D.C. 20006 ![Washington D.C](https://www.afiniti.com/wp-content/uploads/2025/04/Washington-D.C-large.jpg "Washington D.C") ![Washington D.C small](https://www.afiniti.com/wp-content/uploads/2025/04/WashingtonDC-V1.jpg "Washington D.C small") ###### Washington, D.C ###### Washington, D.C ### Europe ##### Bucharest, Romania Soseaua Orhideelor 15A, Sector 6, Orhideea Towers, Bucharest District 6 ##### Dublin, Ireland Huckletree, The Academy 42 Pearse Street, Dublin D02 YX28 ##### Istanbul, Türkiye Allianz Tower, Küçükbakkalköy Mah. Kayışdağı Cd. No:1 29 – 30th Floors, Ataşehir, Istanbul, 34750 ##### London, UK 80–80A Coleman Street & 63/65 Moorgate, London, EC2R 5BJ ##### Madrid, Spain Calle Núñez de Balboa 33, 8th Floor, 28001, Madrid, España ##### Milan, Italy Via Borgonuovo 3, Ground Floor, 20121 Milan ##### Paris, France 29 Rue du Pont, 92200 Neuilly-sur-Seine, France ![Istanbul Turkiye](https://www.afiniti.com/wp-content/uploads/2025/04/Istanbul-Turkiye-new.jpg "Istanbul Turkiye") ![Istanbul Turkiye](https://www.afiniti.com/wp-content/uploads/2025/04/Istanbul-Turkiye-ipad.jpg "Istanbul Turkiye") ![Istanbul Turkiye](https://www.afiniti.com/wp-content/uploads/2025/04/Istanbul-Turkiye-3.jpg "Istanbul Turkiye") ###### Istanbul, Türkiye ### South Asia ##### Islamabad, Pakistan The Kickstart Building, 88 Chinar Rd, I-10/3, Islamabad ##### Karachi, Pakistan The Hive at Nishat19-C, Main Khayaban-e-Nishat, D.H.A Phase 6 Ittehad Commercial Area, Karachi ##### Lahore, Pakistan Office No. 4002, Delta 4, National Aerospace Science & Technology Park, Lahore Cantt ![Lahore](https://www.afiniti.com/wp-content/uploads/2025/04/Lahore.jpg "Lahore") ![Lahore, Pakistan](https://www.afiniti.com/wp-content/uploads/2025/04/Lahore-Pakistan.jpg "Lahore, Pakistan") ###### Lahore, Pakistan ### Asia ##### Seoul, Korea 100 Toegye-ro, Jung-gu, State Tower Namsan, 7th Floor ![Seoul Korea](https://www.afiniti.com/wp-content/uploads/2025/04/Seoul-Korea.jpg "Seoul-Korea.jpg") ![Seoul Korea](https://www.afiniti.com/wp-content/uploads/2025/04/Seoul-Korea-2.jpg "Seoul-Korea-2.jpg") ###### Seoul, Korea ## Join Our Team [ View All Jobs ](https://www.afiniti.com/jobs/) --- ### [Environmental, Social and Governance](https://www.afiniti.com/environmental-social-and-governance/) **Published:** April 22, 2024 **Author:** Daniyal.Khan@afiniti.com **Content:** ![Red Dot horizontal](https://www.afiniti.com/wp-content/uploads/2024/07/Red-Dot-horizontal.svg "Red Dot horizontal") ![Red Dot](https://www.afiniti.com/wp-content/uploads/2024/07/Red-Dot.svg "Red Dot") # Environmental, Social and Governance ![Hassan Afzal](https://www.afiniti.com/wp-content/uploads/2024/07/Hassan-Afzal.jpg "Hassan-Afzal.jpg") “At Afiniti, we are dedicated to improving the efficiency of our AI optimization solutions and developing a new, more sustainable contact center architecture. This commitment reinforces our focus on creating solutions that place our stakeholders at the core. With the help of cutting-edge technologies and innovation, we will continue to address pressing environmental challenges of our time while providing meaningful value for all.” Hassan Afzal Chief Executive Officer ## Our ESG Commitment At Afiniti we are committed to harnessing the power of AI for good by upholding our environmental, social, and governance responsibilities. By integrating ESG principles into our AI-driven innovation and into our operations, we strive to create value for our customers while also contributing to a more sustainable and equitable world. This statement serves as a directive for all levels of our organization, guiding the actions of management, employees, and suppliers towards achieving our environmental, sustainability and governance objectives. We acknowledge our role as a global corporate citizen and recognize the responsibility we hold in mitigating the environmental impact associated with our operations. We firmly believe that reducing our environmental footprint not only aligns with our values but also strengthens the sustainability of our business. Environmental Priorities **Energy Efficiency:** We understand that resource efficiency, particularly in energy consumption, is crucial for sustainability. Our product design approach aims to reduce the carbon, water and energy footprints of datacenters by utilizing efficient and sustainable data processing methods such batch processing, symmetric multiprocessing for minimal resource consumption. We continuously seek opportunities to innovate and develop our AI products and solutions so as to address environmental challenges and contribute to a more sustainable future. Our plan is to develop and deploy energy-efficient technologies through which we can track our consumption and establish consumption reduction plans. **Greenhouse Gas (GHG) Emissions:** We recognize the urgent need to mitigate climate change by reducing GHG emissions associated with our activities. We commit to measuring, analyzing and establishing a targeted action plan to both our direct and indirect emissions. Having completed a comprehensive carbon footprint assessment, we have established measurable emission reduction targets that will be reported to the Executive Leadership Team and the Board of Directors. We are investing in operational processes to minimize our carbon footprint and are committed to achieving net-zero carbon emissions for Scopes 1, 2, and 3 emissions by 2050. **Managing E-Waste:** As electronic hardware users, we acknowledge our responsibility to manage e-waste responsibly. We prioritize the safe and environmentally friendly handling of end-of-life electronic products, striving for reuse, refurbishment, and proper disposal. We will establish take-back programs, refurbishing obsolete equipment, and ensuring compliance with waste management regulations. Social - Culture & Belonging We aim to create an inclusive workplace where everyone thrives and contributes meaningfully, embracing diversity, valuing each person’s unique contributions and leveraging diverse viewpoints to widen the lens to how we capture what Culture and Belonging means at Afiniti. Through proactive initiatives and ongoing evaluation, we address barriers to belonging, celebrate diversity, and ensure all employees feel seen, heard, and valued, ultimately building a stronger, more unified organization. Governance Priorities **Ethical AI:** As pioneers in AI technology, we believe that using AI responsibly is good for everyone. That includes the brands who use our AI, contact center agents, and consumers who expect fair treatment and responsible use of their data. We apply our Responsible AI Protocol in everything we do, following 6 principles: accountability, explainability, transparency, fairness, data protection and compliance. **Governance and Compliance:** We adhere to governance practices to ensure compliance with regulations, standards, and industry best practices. Our governance framework encompasses policies and procedures that promote accountability, risk management and responsible decision-making across our organization. At Afiniti, we understand the pivotal role that technology plays in shaping the future, and we are committed to leveraging artificial intelligence (AI) in a responsible and sustainable manner because we are dedicated to creating a corporate culture that that will guide our actions in alignment with Environmental, Social, and Governance (ESG) principles. #### **Afiniti’s Green Solution** #### [**Afiniti’s Green Solution**](https://www.afiniti.com/environmental-social-and-governance/afinitis-green-solution/) [ Learn More ](https://www.afiniti.com/environmental-social-and-governance/afinitis-green-solution/) ### **Responsible AI** ### [**Responsible AI**](https://www.afiniti.com/?post_type=esg&p=10716) [ Learn More ](https://www.afiniti.com/?post_type=esg&p=10716) ### **ESG Initiatives** ### [**ESG Initiatives**](https://www.afiniti.com/environmental-social-and-governance/esg-initiatives/) [ Learn More ](https://www.afiniti.com/environmental-social-and-governance/esg-initiatives/) --- ### [Responsible AI](https://www.afiniti.com/responsible-ai/) **Published:** February 27, 2026 **Author:** Daniyal.Khan@afiniti.com **Content:** # Responsible AI at Afiniti ## How We Design, Build, and Deploy AI Responsibly. [ Download Full Responsible AI Program ](https://www.afiniti.com/wp-content/uploads/2026/02/Afiniti-Responsible-AI.pdf) ## How We Build Responsible AI Afiniti is a leading provider of artificial intelligence that helps enterprises develop better relationships with their clients. We design technology responsibly to deliver value for our clients, and developed a responsible AI program accordingly to guide and shape the way we design, build, deploy, and use AI solutions. We use AI to make moments of human connection more valuable. We design and deploy our technology responsibly to deliver value to the people it brings together. We do this because we believe that using AI responsibly is good for everyone. That includes the brands who use our AI, contact center agents, and consumers who expect fair treatment and responsible use of their data. ![How We Build Responsible AI](https://www.afiniti.com/wp-content/uploads/2026/02/How-We-Build-Responsible-AI-.webp "How We Build Responsible AI") ### Responsible AI Principles 01 ### Accountability ###### The Foundation: Responsible AI by Design Accountability sits at the foundation of our responsible AI program, which is focused on responsible AI by design. This includes the implementation, execution, and reinforcement of Afiniti’s responsible AI principles. Our customers can trust that we have appropriate oversight mechanisms in place to monitor the development and use of AI systems. They can also trust that our approach to responsible AI is an ongoing commitment shared by everyone at Afiniti. 02 ### Explainability ###### Making Sure We Explain Our AI and the Value it Delivers Decisions made by AI should be understandable by stakeholders and backed up by repeatable evidence. So we make sure we explain our AI and the value it delivers. Afiniti seeks to provide our customers with the ability to understand how our AI works, especially when it comes to identifying and mitigating any potential bias in the decisions the AI makes. 03 ### Transparency ###### Being Open Through Our Patented Benchmarking System We value transparency and demonstrate this principle through our patented benchmarking system. Throughout the day, our AI cycles on and off in short periods of time. Measuring the results of Afiniti’s system against the “OFF” cycle means customers can see the precise improvements we deliver on metrics such as revenue. 04 ### Fairness ###### Mitigate Bias Through Controls and Constant Monitoring We mitigate bias through the implementation of bias deterrence controls and constant monitoring of our AI systems. Afiniti takes steps to prevent bias in our AI by working with our customers to screen the data being used, and by monitoring the decisions our AI makes. By using a randomized control group, Afiniti’s benchmarking capability helps ensure that bias does not feature in the Afiniti system. 05 ### Data Protection ###### Committing to Privacy by Design and Rigorous Security We’re committed to privacy by design and rigorous security. Afiniti has robust procedures in place to ensure we collect, store, and process data responsibly and securely, including incorporation of privacy by design best practices. Our customers entrust us with their consumers’ data, in the knowledge that strong privacy and security infrastructure are foundational and critical elements of our responsible AI program. 06 ### Compliance ###### Adhering to All Applicable Requirements We adhere to all applicable requirements, including laws, regulations, policies, and contractual obligations with our customers. Afiniti closely monitors legal and regulatory developments globally regarding responsible AI, and our customers can trust that we maintain compliance as well as alignment with the latest best practices and guidance. Up Next #### How Afiniti AI Works [](/responsible-ai/how-it-works/) ### Get the Comprehensive Responsible AI Program ### Get the Comprehensive Responsible AI Program [ Download Full Responsible AI Program ](/wp-content/uploads/2026/02/Afiniti-Responsible-AI.pdf) --- ### [Legal](https://www.afiniti.com/legal/) **Published:** October 2, 2023 **Author:** shaban.ahmad@afiniti.com **Content:** ![Red Dots](https://www.afiniti.com/wp-content/uploads/2023/09/Group-19017.png "Red Dots") ![Red Dots](https://www.afiniti.com/wp-content/uploads/2023/09/Group-18929.png "Red Dots") # Afiniti Legal Resources and Information ## Find the answer you need #### Use this page to find information about our privacy policy, commitment to responsible AI, modern slavery statement, and the procedure for reporting a concern. ##### Patents [ Learn More ](https://www.afiniti.com/legal/patents/) ##### Responsible AI [ Learn More ](https://www.afiniti.com/responsible-ai/) ##### Modern slavery [ Learn More ](https://www.afiniti.com/legal/modern-slavery-statement/) ##### Report a concern [ Learn More ](https://www.afiniti.com/legal/report-a-concern/) ##### Code of Conduct [ Learn More ](https://www.afiniti.com/legal/code-of-conduct/) ##### Supplier Code of Conduct [ Learn More ](https://www.afiniti.com/legal/supplier-code-of-conduct/) ##### Trust at Afiniti [ Learn More ](https://trust.afiniti.com/) --- ### [Blogs](https://www.afiniti.com/blogs/) **Published:** December 30, 2025 **Author:** Daniyal.Khan@afiniti.com **Content:** # Blogs Investigations, trends, and learnings in AI-powered customer experience. ###### Resources Available - [ Blogs ](https://www.afiniti.com/blogs/) - [ Videos ](https://www.afiniti.com/videos/) - [ Industry Reports ](https://www.afiniti.com/industry-reports/) - [ News ](https://www.afiniti.com/news/) ###### Resources Available - [ Blogs ](https://www.afiniti.com/blogs/) - [ Videos ](https://www.afiniti.com/videos/) - [ Industry Reports ](https://www.afiniti.com/industry-reports/) - [ News ](https://www.afiniti.com/news/) [ ![Afiniti hero banner with the headline “The Orchestration Shift in Contact Center AI” on a dark blue background and vertical colorful bars; www.afiniti.com](https://www.afiniti.com/wp-content/uploads/elementor/thumbs/Thumbnail-1-Option-3-rs58469wplmv1ba0jpoo1s78v025of1ov5qaqeajho.png "Thumbnail-1-Option-3") ](https://www.afiniti.com/what-high-performing-contact-centers-do-differently/) - Afiniti - Leader Insights #### [What High-Performing Contact Centers Do Differently](https://www.afiniti.com/what-high-performing-contact-centers-do-differently/) - August 24, 2026 [ ](https://www.afiniti.com/what-high-performing-contact-centers-do-differently/) [ ![Building High-Performing AI Partnerships with SiriusXM](https://www.afiniti.com/wp-content/uploads/2026/08/CCW_465x280.jpg "CCW Las Vegas 2026") ](https://www.afiniti.com/ai-partnerships-with-siriusxm/) - Events ###### [Getting the Band Together: Building High-Performing AI Partnerships with SiriusXM](https://www.afiniti.com/ai-partnerships-with-siriusxm/) [ ](https://www.afiniti.com/ai-partnerships-with-siriusxm/) [ ![Banner for Afiniti's Responsible AI Corner on a black gradient with concentric circles.](https://www.afiniti.com/wp-content/uploads/2026/07/465x280-V2-08.png "Compliance in AI: Turning Responsible AI Principles into Practice") ](https://www.afiniti.com/compliance-in-ai/) - Responsible AI ###### [Compliance in AI: Turning Responsible AI Principles into Practice](https://www.afiniti.com/compliance-in-ai/) - July 20, 2026 [ ](https://www.afiniti.com/compliance-in-ai/) [ ![Banner for Afiniti's Responsible AI Corner on a light purple gradient with concentric circles.](https://www.afiniti.com/wp-content/uploads/2026/07/465x280-V2-06.png "465x280-V2-06") ](https://www.afiniti.com/data-protection-in-ai/) - Responsible AI ###### [Data Protection in AI: Safeguarding Privacy, Security, and Trust](https://www.afiniti.com/data-protection-in-ai/) - July 7, 2026 [ ](https://www.afiniti.com/data-protection-in-ai/) [ ![Afiniti logo on dark blue banner with the title 'The Outcome Gap in Contact Center AI' in white and light blue letters.](https://www.afiniti.com/wp-content/uploads/2026/06/Featured-Image.png "Featured Image") ](https://www.afiniti.com/contact-center-ai-outcomes-gap/) - Leader Insights ###### [The Growing Gap Between Contact Center AI Investment and Business Outcomes](https://www.afiniti.com/contact-center-ai-outcomes-gap/) - June 15, 2026 [ ](https://www.afiniti.com/contact-center-ai-outcomes-gap/) [ ![Afiniti banner: slogan 'AI That Connects Every Decision to an Outcome' on a blue gradient background with subtle circular pattern.](https://www.afiniti.com/wp-content/uploads/2026/05/ConnectsDecisionOutcome_1200x650-1.jpg "ConnectsDecisionOutcome_1200x650") ](https://www.afiniti.com/why-we-built-unified-ai-platform-for-contact-center/) - Customer Experience ###### [The Contact Center Is a Retention Battlefield. Here Is What We Built to Win It.](https://www.afiniti.com/why-we-built-unified-ai-platform-for-contact-center/) - May 28, 2026 [ ](https://www.afiniti.com/why-we-built-unified-ai-platform-for-contact-center/) [ ![Banner for Afiniti's Responsible AI Corner on a light blue gradient with concentric circles.](https://www.afiniti.com/wp-content/uploads/2026/05/465x280-V2-04-1.png "Transparency in AI") ](https://www.afiniti.com/transparency-in-ai/) - Responsible AI ###### [Transparency in AI: Building Visibility, Accountability, and Trust](https://www.afiniti.com/transparency-in-ai/) - May 12, 2026 [ ](https://www.afiniti.com/transparency-in-ai/) [ ![Banner for Afiniti's Responsible AI Corner on a red gradient with concentric circles.](https://www.afiniti.com/wp-content/uploads/2026/04/465x280-V2-03-1.png "Fairness in AI") ](https://www.afiniti.com/fairness-in-ai/) - Responsible AI ###### [Fairness in AI: Designing Technology That Works Better for Everyone](https://www.afiniti.com/fairness-in-ai/) - April 15, 2026 [ ](https://www.afiniti.com/fairness-in-ai/) [ ![Banner for Afiniti's Responsible AI Corner on a navy blue gradient with concentric circles.](https://www.afiniti.com/wp-content/uploads/2026/03/465x280-V2-01-1.png "Explainability in AI") ](https://www.afiniti.com/explainability-in-ai/) - Responsible AI ###### [Explainability in AI: Bringing Insight, Transparency, and Confidence](https://www.afiniti.com/explainability-in-ai/) - March 25, 2026 [ ](https://www.afiniti.com/explainability-in-ai/) [ ![Banner for Afiniti's Responsible AI Corner on a purple gradient with concentric circles.](https://www.afiniti.com/wp-content/uploads/2026/03/465x280-V2-02-1.png "Accountability in AI") ](https://www.afiniti.com/responsible-ai-principles/) - Responsible AI ###### [Why Responsible AI Matters: Afiniti’s Principles for Safe, Trustworthy AI](https://www.afiniti.com/responsible-ai-principles/) - March 11, 2026 [ ](https://www.afiniti.com/responsible-ai-principles/) [ ![Afiniti Introduces Outcome Orchestration: A New Standard for Enterprise AI](https://www.afiniti.com/wp-content/uploads/2026/01/Blog-Header-465x280-02.png "Afiniti Introduces Outcome Orchestration: A New Standard for Enterprise AI") ](https://www.afiniti.com/afiniti-introduces-outcome-orchestration-a-new-standard-for-enterprise-ai/) - Company News ###### [Afiniti Introduces Outcome Orchestration: A New Standard for Enterprise AI](https://www.afiniti.com/afiniti-introduces-outcome-orchestration-a-new-standard-for-enterprise-ai/) - January 29, 2026 [ ](https://www.afiniti.com/afiniti-introduces-outcome-orchestration-a-new-standard-for-enterprise-ai/) [ ![Financial Thumbnail](https://www.afiniti.com/wp-content/uploads/2025/12/Financial-Thumbnail-1.jpg "Financial-Thumbnail-1") ](https://www.afiniti.com/the-new-architecture-of-trust-in-financial-services/) - Financial Services ###### [The New Architecture of Trust in Financial Services](https://www.afiniti.com/the-new-architecture-of-trust-in-financial-services/) - December 11, 2025 [ ](https://www.afiniti.com/the-new-architecture-of-trust-in-financial-services/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/12/call-center-Thumbnail.jpg "call-center-Thumbnail") ](https://www.afiniti.com/where-customer-experience-actually-happens-rethinking-the-contact-center-in-a-multi-channel-world/) - Customer Experience ###### [Where Customer Experience Actually Happens: Rethinking the Contact Center in a Multi-Channel World](https://www.afiniti.com/where-customer-experience-actually-happens-rethinking-the-contact-center-in-a-multi-channel-world/) - December 9, 2025 [ ](https://www.afiniti.com/where-customer-experience-actually-happens-rethinking-the-contact-center-in-a-multi-channel-world/) [ ![Stairs Thumbnail](https://www.afiniti.com/wp-content/uploads/2025/11/stairs-Thumbnail-.jpg "Stairs Thumbnail") ](https://www.afiniti.com/adopting-ai-in-finance-why-caution-is-natural-and-progress-is-possible/) - Financial Services ###### [Adopting AI in Finance: Why Caution Is Natural, and Progress Is Possible](https://www.afiniti.com/adopting-ai-in-finance-why-caution-is-natural-and-progress-is-possible/) - November 12, 2025 [ ](https://www.afiniti.com/adopting-ai-in-finance-why-caution-is-natural-and-progress-is-possible/) [ ![Human touch in banking Thumbnail](https://www.afiniti.com/wp-content/uploads/2025/10/Human-touch-in-banking-Thumbnail-1.jpg "Human-touch-in-banking-Thumbnail-1") ](https://www.afiniti.com/empathy-is-the-real-currency-in-financial-services/) - Financial Services ###### [Empathy Is the Real Currency in Financial Services](https://www.afiniti.com/empathy-is-the-real-currency-in-financial-services/) - October 28, 2025 [ ](https://www.afiniti.com/empathy-is-the-real-currency-in-financial-services/) [ ![personalization](https://www.afiniti.com/wp-content/uploads/2025/10/personalization-Thumbnail.jpg "personalization-Thumbnail") ](https://www.afiniti.com/perceived-value-in-financial-services-more-than-meets-the-eye/) - Financial Services ###### [Perceived Value in Financial Services: More Than Meets the Eye](https://www.afiniti.com/perceived-value-in-financial-services-more-than-meets-the-eye/) - October 14, 2025 [ ](https://www.afiniti.com/perceived-value-in-financial-services-more-than-meets-the-eye/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/09/Reducing-calls-or-reducing-defects-Thumbnail.jpg "Reducing-calls-or-reducing-defects-Thumbnail") ](https://www.afiniti.com/reducing-calls-or-reducing-defects/) - Customer Experience ###### [Reducing Calls or Reducing Defects?](https://www.afiniti.com/reducing-calls-or-reducing-defects/) - September 16, 2025 [ ](https://www.afiniti.com/reducing-calls-or-reducing-defects/) [ ![Consistency Thumbnail](https://www.afiniti.com/wp-content/uploads/2025/09/Consistency-Thumbnail.jpg "Consistency-Thumbnail") ](https://www.afiniti.com/the-other-half-channel-consistency/) - Agent Experience ###### [The Other Half: Channel Consistency](https://www.afiniti.com/the-other-half-channel-consistency/) - September 11, 2025 [ ](https://www.afiniti.com/the-other-half-channel-consistency/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/09/Data_Thumbnail_465x280.jpg "Data_Thumbnail_465x280") ](https://www.afiniti.com/data-persistence-or-agent-persistence/) - Agent Experience ###### [Data Persistence or Agent Persistence?](https://www.afiniti.com/data-persistence-or-agent-persistence/) - September 2, 2025 [ ](https://www.afiniti.com/data-persistence-or-agent-persistence/) [ ![Call Centre thumbnail](https://www.afiniti.com/wp-content/uploads/2025/08/Call-centre-thumbnail.jpg "Call-centre-thumbnail") ](https://www.afiniti.com/perception-at-the-core-of-customer-experience-in-the-contact-center/) - Customer Experience ###### [Perception: At the Core of Customer Experience in the Contact Center](https://www.afiniti.com/perception-at-the-core-of-customer-experience-in-the-contact-center/) - August 26, 2025 [ ](https://www.afiniti.com/perception-at-the-core-of-customer-experience-in-the-contact-center/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/08/DigitalCX_Thumbnail_465x280.jpg "DigitalCX_Thumbnail_465x280") ](https://www.afiniti.com/why-the-contact-center-still-matters-in-the-age-of-digital-cx/) - Customer Experience ###### [Why the Contact Center Still Matters in the Age of Digital CX](https://www.afiniti.com/why-the-contact-center-still-matters-in-the-age-of-digital-cx/) - August 19, 2025 [ ](https://www.afiniti.com/why-the-contact-center-still-matters-in-the-age-of-digital-cx/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/08/Hospitality_Thumbnail_465x280.jpg "Hospitality_Thumbnail_465x280") ](https://www.afiniti.com/hospitality-at-scale-using-ai-to-improve-guest-experience/) - Hospitality ###### [Hospitality at Scale: Using AI to Improve Guest Experience](https://www.afiniti.com/hospitality-at-scale-using-ai-to-improve-guest-experience/) - August 11, 2025 [ ](https://www.afiniti.com/hospitality-at-scale-using-ai-to-improve-guest-experience/) [ ![TIM](https://www.afiniti.com/wp-content/uploads/2025/08/TIM-Thumbnail.jpg "TIM-Thumbnail") ](https://www.afiniti.com/how-ai-and-flexibility-drive-exceptional-customer-service/) - Customer Experience, Telco ###### [How AI and Flexibility Drive Exceptional Customer Service](https://www.afiniti.com/how-ai-and-flexibility-drive-exceptional-customer-service/) - August 11, 2025 [ ](https://www.afiniti.com/how-ai-and-flexibility-drive-exceptional-customer-service/) [ ![AT&T](https://www.afiniti.com/wp-content/uploads/2025/08/ATT-Thumbnail2.jpg "AT&T-Thumbnail2") ](https://www.afiniti.com/every-call-counts-how-to-scale-customer-experience/) - Customer Experience, Telco ###### [Every Call Counts: How To Scale Customer Experience](https://www.afiniti.com/every-call-counts-how-to-scale-customer-experience/) - August 11, 2025 [ ](https://www.afiniti.com/every-call-counts-how-to-scale-customer-experience/) [ ![VMO2](https://www.afiniti.com/wp-content/uploads/2025/08/VMO2-Thumbnail.jpg "VMO2-Thumbnail") ](https://www.afiniti.com/how-data-and-partnership-drive-a-customer-centric-revolution/) - Telco ###### [How Data and Partnership Drive a Customer-Centric Revolution](https://www.afiniti.com/how-data-and-partnership-drive-a-customer-centric-revolution/) - August 11, 2025 [ ](https://www.afiniti.com/how-data-and-partnership-drive-a-customer-centric-revolution/) --- ### [News](https://www.afiniti.com/news/) **Published:** December 30, 2025 **Author:** Daniyal.Khan@afiniti.com **Content:** # News Get the latest updates on Afiniti’s technology, partnerships, and how our AI is transforming customer experience across industries. ###### Resources Available - [ Blogs ](https://www.afiniti.com/blogs/) - [ Videos ](https://www.afiniti.com/videos/) - [ Industry Reports ](https://www.afiniti.com/industry-reports/) - [ News ](https://www.afiniti.com/news/) ###### Resources Available - [ Blogs ](https://www.afiniti.com/blogs/) - [ Videos ](https://www.afiniti.com/videos/) - [ Industry Reports ](https://www.afiniti.com/industry-reports/) - [ News ](https://www.afiniti.com/news/) [ ![Man standing near a window in a modern office, gazing at the New York City skyline with the Empire State Building in view.](https://www.afiniti.com/wp-content/uploads/2026/06/JeromePulse20_465x280.jpg "JeromePulse20_465x280") ](https://www.afiniti.com/in-conversation-afiniti-ceo-jerome-kapelus-on-pulse-2-0/) - Leader Insights ###### [In Conversation: Afiniti CEO Jerome Kapelus on Pulse 2.0](https://www.afiniti.com/in-conversation-afiniti-ceo-jerome-kapelus-on-pulse-2-0/) - June 25, 2026 [ ](https://www.afiniti.com/in-conversation-afiniti-ceo-jerome-kapelus-on-pulse-2-0/) [ ![Afiniti banner featuring Harini Gokul's circular portrait and the text 'Board of Directors' on a blue gradient background with the Afiniti logo on the left.](https://www.afiniti.com/wp-content/uploads/2026/06/Newsroom-Banner-V1-01-scaled.png "Newsroom-Banner-V1-01") ](https://www.afiniti.com/harini-gokul-joins-afiniti-board/) - Company News ###### [Harini Gokul to join Afiniti’s Board as AI Redefines the Role of the Contact Center](https://www.afiniti.com/harini-gokul-joins-afiniti-board/) - June 18, 2026 [ ](https://www.afiniti.com/harini-gokul-joins-afiniti-board/) [ ![Press Release Announcement](https://www.afiniti.com/wp-content/uploads/2026/05/PressReleaseAnnouncement.jpg "Press Release Announcement") ](https://www.afiniti.com/unified-ai-decisioning-platform/) - Company News ###### [Afiniti Delivers First Unified AI Decisioning Platform for Enterprise Contact Centers that Protects & Grows Customer Lifetime Value](https://www.afiniti.com/unified-ai-decisioning-platform/) - May 28, 2026 [ ](https://www.afiniti.com/unified-ai-decisioning-platform/) [ ![Afiniti introducing Outcome Orchestration for Enterprise AI](https://www.afiniti.com/wp-content/uploads/2026/01/Email-Header-1200x650-2-scaled.jpg "Outcome Orchestration: A New Standard for Enterprise AI") ](https://www.afiniti.com/afiniti-introduces-outcome-orchestration-defining-a-new-standard-for-enterprise-ai/) - Company News ###### [Afiniti Introduces Outcome Orchestration, Defining a New Standard for Enterprise AI](https://www.afiniti.com/afiniti-introduces-outcome-orchestration-defining-a-new-standard-for-enterprise-ai/) - January 27, 2026 [ ](https://www.afiniti.com/afiniti-introduces-outcome-orchestration-defining-a-new-standard-for-enterprise-ai/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/12/AfinitiNice-V3-01.jpg "Afiniti+Nice-V3-01") ](https://www.afiniti.com/afinitis-ai-pairing-solution-is-now-available-on-nice-cxexchange/) - Partnerships ###### [Afiniti’s AI Pairing solution is now available on NiCE CXexchange ](https://www.afiniti.com/afinitis-ai-pairing-solution-is-now-available-on-nice-cxexchange/) - December 3, 2025 [ ](https://www.afiniti.com/afinitis-ai-pairing-solution-is-now-available-on-nice-cxexchange/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/10/AfinitiFive9-V3_Thumbnail.png "Afiniti+Five9-V3_Thumbnail") ](https://www.afiniti.com/afiniti-announces-five9-partnership/) - Partnerships ###### [Afiniti announces partnership with Five9 to deliver personalized, efficient, and intelligent customer interactions with Five9’s leading cloud contact center platform](https://www.afiniti.com/afiniti-announces-five9-partnership/) - October 22, 2025 [ ](https://www.afiniti.com/afiniti-announces-five9-partnership/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/10/465x280.jpg "465x280") ](https://www.afiniti.com/afiniti-appoints-chris-karp-as-chief-growth-officer/) - Company News ###### [Afiniti Appoints Chris Karp as Chief Growth Officer](https://www.afiniti.com/afiniti-appoints-chris-karp-as-chief-growth-officer/) - October 9, 2025 [ ](https://www.afiniti.com/afiniti-appoints-chris-karp-as-chief-growth-officer/) [ ![Afiniti Appoints Dileepan Narayanan as Chief Product and Technology Officer](https://www.afiniti.com/wp-content/uploads/2025/06/465x280.jpg "Afiniti Appoints Dileepan Narayanan as Chief Product and Technology Officer") ](https://www.afiniti.com/afiniti-appoints-dileepan-narayanan-as-chief-product-and-technology-officer/) - Company News ###### [Afiniti Appoints Dileepan Narayanan as Chief Product and Technology Officer](https://www.afiniti.com/afiniti-appoints-dileepan-narayanan-as-chief-product-and-technology-officer/) - June 16, 2025 [ ](https://www.afiniti.com/afiniti-appoints-dileepan-narayanan-as-chief-product-and-technology-officer/) [ ![Afiniti Launches eXperienceAI in AWS Marketplace](https://www.afiniti.com/wp-content/uploads/2025/04/Afiniti_AWS_PR-Thumbnail.jpg "Afiniti_AWS_PR-Thumbnail") ](https://www.afiniti.com/afiniti-launches-experienceai-in-aws-marketplace/) - Customer Experience, Partnerships ###### [Afiniti Launches eXperienceAI in AWS Marketplace](https://www.afiniti.com/afiniti-launches-experienceai-in-aws-marketplace/) - March 17, 2025 [ ](https://www.afiniti.com/afiniti-launches-experienceai-in-aws-marketplace/) [ ![Afiniti Announces Appointment of Two New Board Members](https://www.afiniti.com/wp-content/uploads/2025/04/Afiniti-Announces-Appointment-of-Two-New-Thumbnail.jpg "Afiniti-Announces-Appointment-of-Two-New-Thumbnail") ](https://www.afiniti.com/afiniti-announces-appointment-of-two-new-board-members/) - Company News ###### [Afiniti Announces Appointment of Two New Board Members](https://www.afiniti.com/afiniti-announces-appointment-of-two-new-board-members/) - March 7, 2025 [ ](https://www.afiniti.com/afiniti-announces-appointment-of-two-new-board-members/) [ ![Afiniti Appoints Jerome Kapelus as Chief Executive Officer](https://www.afiniti.com/wp-content/uploads/2025/04/Afiniti-Appoints-Jerome-Kapelus-as-Chief-Executive-Thumbnail.jpg "Afiniti-Appoints-Jerome-Kapelus-as-Chief-Executive-Thumbnail") ](https://www.afiniti.com/afiniti-appoints-jerome-kapelus-as-chief-executive-officer/) - Company News ###### [Afiniti Appoints Jerome Kapelus as Chief Executive Officer](https://www.afiniti.com/afiniti-appoints-jerome-kapelus-as-chief-executive-officer/) - February 10, 2025 [ ](https://www.afiniti.com/afiniti-appoints-jerome-kapelus-as-chief-executive-officer/) [ ![Afiniti Successfully Completes Recapitalization Transaction](https://www.afiniti.com/wp-content/uploads/2025/04/Afiniti-Successfully-Completes-Recapitalization-Transaction-Thumbnail-.jpg "Afiniti-Successfully-Completes-Recapitalization-Transaction-Thumbnail-") ](https://www.afiniti.com/afiniti-successfully-completes-recapitalization-transaction/) - Company News ###### [Afiniti Successfully Completes Recapitalization Transaction](https://www.afiniti.com/afiniti-successfully-completes-recapitalization-transaction/) - December 9, 2024 [ ](https://www.afiniti.com/afiniti-successfully-completes-recapitalization-transaction/) [ ![New Afiniti Partnership with Türk Telekom](https://www.afiniti.com/wp-content/uploads/2025/04/New-Afiniti-Partnership-with-Turk-Telekom-Thumbnail.jpg "New-Afiniti-Partnership-with-Türk-Telekom-Thumbnail") ](https://www.afiniti.com/new-afiniti-partnership-with-turk-telekom/) - Customer Experience, Telco ###### [New Afiniti Partnership with Türk Telekom](https://www.afiniti.com/new-afiniti-partnership-with-turk-telekom/) - July 3, 2024 [ ](https://www.afiniti.com/new-afiniti-partnership-with-turk-telekom/) [ ![Afiniti Celebrates Bronze Stevie](https://www.afiniti.com/wp-content/uploads/2025/04/Afiniti-Celebrates-Bronze-Stevie-Win-for-AI-Integration-in-Partnership-with-LivePerson-thumbnail.jpg "Afiniti-Celebrates-Bronze-Stevie-Win-for-AI-Integration-in-Partnership-with-LivePerson--thumbnail") ](https://www.afiniti.com/afiniti-celebrates-bronze-stevie-win-for-ai-integration-in-partnership-with-liveperson/) - Awards, Partnerships ###### [Afiniti Celebrates Bronze Stevie Win for AI Integration in Partnership with LivePerson](https://www.afiniti.com/afiniti-celebrates-bronze-stevie-win-for-ai-integration-in-partnership-with-liveperson/) - April 16, 2024 [ ](https://www.afiniti.com/afiniti-celebrates-bronze-stevie-win-for-ai-integration-in-partnership-with-liveperson/) [ ![Sam Logan, Afiniti's Chief Legal Officer](https://www.afiniti.com/wp-content/uploads/2025/04/Sam-Logan-Afinitis-Chief-Legal-Officer-Offers-Insight-into-AI-Powered-Customer-Service-Thumbnail.jpg "Sam-Logan,-Afiniti’s-Chief-Legal-Officer,-Offers-Insight-into-AI-Powered-Customer-Service-Thumbnail") ](https://www.afiniti.com/sam-logan-afinitis-chief-legal-officer-offers-insight-into-ai-powered-customer-service/) - Customer Experience, Leader Insights ###### [Sam Logan, Afiniti’s Chief Legal Officer, Offers Insight into AI-Powered Customer Service](https://www.afiniti.com/sam-logan-afinitis-chief-legal-officer-offers-insight-into-ai-powered-customer-service/) - April 1, 2024 [ ](https://www.afiniti.com/sam-logan-afinitis-chief-legal-officer-offers-insight-into-ai-powered-customer-service/) [ ![Empowering Connections](https://www.afiniti.com/wp-content/uploads/2025/04/Empowering-Connections-Afiniti-at-Enterprise-Connect-2024-Thumbnail-.jpg "Empowering-Connections-Afiniti-at-Enterprise-Connect-2024-Thumbnail-") ](https://www.afiniti.com/empowering-connections-afiniti-at-enterprise-connect-2024/) - Customer Experience, Events ###### [Empowering Connections: Afiniti at Enterprise Connect 2024](https://www.afiniti.com/empowering-connections-afiniti-at-enterprise-connect-2024/) - March 29, 2024 [ ](https://www.afiniti.com/empowering-connections-afiniti-at-enterprise-connect-2024/) [ ![Dr. Caroline O'Brien & Professor Elazer R. Edelman](https://www.afiniti.com/wp-content/uploads/2025/04/Dr.-Caroline-OBrien-Professor-Elazer-R.-Edelman-Discuss-AI-Safety-Testing-in-VentureBeat-thumbnail.jpg "Dr.-Caroline-O’Brien-&-Professor-Elazer-R.-Edelman-Discuss-AI-Safety-Testing-in-VentureBeat-thumbnail") ](https://www.afiniti.com/dr-caroline-obrien-professor-elazer-r-edelman-discuss-ai-safety-testing-in-venturebeat/) - Leader Insights, Responsible AI ###### [Dr. Caroline O’Brien & Professor Elazer R. Edelman Discuss AI Safety Testing in VentureBeat](https://www.afiniti.com/dr-caroline-obrien-professor-elazer-r-edelman-discuss-ai-safety-testing-in-venturebeat/) - January 8, 2024 [ ](https://www.afiniti.com/dr-caroline-obrien-professor-elazer-r-edelman-discuss-ai-safety-testing-in-venturebeat/) [ ![Five compliance best practices for a successful AI governance program](https://www.afiniti.com/wp-content/uploads/2025/04/Five-compliance-best-practices-for-a-successful-AI-Thumbnail.jpg "Five-compliance-best-practices-for-a-successful-AI-Thumbnail") ](https://www.afiniti.com/five-compliance-best-practices-for-a-successful-ai-governance-program/) - Responsible AI ###### [Five compliance best practices for a successful AI governance program](https://www.afiniti.com/five-compliance-best-practices-for-a-successful-ai-governance-program/) - November 15, 2023 [ ](https://www.afiniti.com/five-compliance-best-practices-for-a-successful-ai-governance-program/) [ ![Afiniti President Tom Inskip moderates panel on AI and sustainability at COP28](https://www.afiniti.com/wp-content/uploads/2025/04/Afiniti-President-Tom-Inskip-moderates-panel-on-AI-Thumbnail.jpg "Afiniti-President-Tom-Inskip-moderates-panel-on-AI-Thumbnail") ](https://www.afiniti.com/afiniti-president-tom-inskip-discusses-telecoms-technology-and-sustainability-at-cop28-in-dubai-with-the-sustainable-markets-initiative/) - Sustainability ###### [Afiniti President Tom Inskip moderates panel on AI and sustainability at COP28](https://www.afiniti.com/afiniti-president-tom-inskip-discusses-telecoms-technology-and-sustainability-at-cop28-in-dubai-with-the-sustainable-markets-initiative/) - December 6, 2023 [ ](https://www.afiniti.com/afiniti-president-tom-inskip-discusses-telecoms-technology-and-sustainability-at-cop28-in-dubai-with-the-sustainable-markets-initiative/) [ ![Afiniti Appoints Tom Inskip as its President](https://www.afiniti.com/wp-content/uploads/2025/04/Afiniti-Appoints-Tom-Inskip-as-its-President-Thumbnail.jpg "Afiniti-Appoints-Tom-Inskip-as-its-President-Thumbnail") ](https://www.afiniti.com/afiniti-appoints-tom-inskip-as-its-president/) - Company News ###### [Afiniti Appoints Tom Inskip as its President](https://www.afiniti.com/afiniti-appoints-tom-inskip-as-its-president/) - September 27, 2023 [ ](https://www.afiniti.com/afiniti-appoints-tom-inskip-as-its-president/) [ ![Fireside chat: Mike Fries and Tom Inskip discuss artificial intelligence](https://www.afiniti.com/wp-content/uploads/2025/04/Fireside-chat-Mike-Fries-and-Tom-Inskip-discuss-artificial-Thumbnail.jpg "Fireside-chat--Mike-Fries-and-Tom-Inskip-discuss-artificial-Thumbnail") ](https://www.afiniti.com/mike-fries-and-tom-inskip-discuss-ai/) - Company News ###### [Fireside chat: Mike Fries and Tom Inskip discuss artificial intelligence](https://www.afiniti.com/mike-fries-and-tom-inskip-discuss-ai/) - November 17, 2023 [ ](https://www.afiniti.com/mike-fries-and-tom-inskip-discuss-ai/) [ ![](https://www.afiniti.com/wp-content/uploads/2023/10/AI_Thumbnail_465x280.jpg "AI_Thumbnail_465x280") ](https://www.afiniti.com/ai-can-enhance-human-connections-and-the-customer-experience-needs-this-most-of-all/) - Customer Experience ###### [AI can enhance human connections – and the customer experience needs this most of all](https://www.afiniti.com/ai-can-enhance-human-connections-and-the-customer-experience-needs-this-most-of-all/) - October 5, 2023 [ ](https://www.afiniti.com/ai-can-enhance-human-connections-and-the-customer-experience-needs-this-most-of-all/) [ ![Ignite Worldwide](https://www.afiniti.com/wp-content/uploads/2025/04/Ignite-Worldwide-Field-Trip-at-Afinitis-DC-Headquarters-witthumbnail.jpg "Ignite-Worldwide--Field-Trip-at-Afiniti’s-DC-Headquarters-witthumbnail") ](https://www.afiniti.com/ignite-worldwide-field-trip-at-afinitis-dc-headquarters-with-johnson-middle-school-and-wheatley-education-campus/) - Culture ###### [Ignite Worldwide: Field Trip at Afiniti’s DC Headquarters with Johnson Middle School and Wheatley Education Campus](https://www.afiniti.com/ignite-worldwide-field-trip-at-afinitis-dc-headquarters-with-johnson-middle-school-and-wheatley-education-campus/) - September 29, 2023 [ ](https://www.afiniti.com/ignite-worldwide-field-trip-at-afinitis-dc-headquarters-with-johnson-middle-school-and-wheatley-education-campus/) [ ![Data Privacy Can Be a Competitive Advantage](https://www.afiniti.com/wp-content/uploads/2025/04/Data-Privacy-Can-Be-a-Competitive-Advantage-Thumbnail.jpg "Data-Privacy-Can-Be-a-Competitive-Advantage-Thumbnail") ](https://www.afiniti.com/data-privacy-can-be-a-competitive-advantage/) - Security ###### [Data Privacy Can Be a Competitive Advantage](https://www.afiniti.com/data-privacy-can-be-a-competitive-advantage/) - September 11, 2023 [ ](https://www.afiniti.com/data-privacy-can-be-a-competitive-advantage/) [ ![Generative AI offers great promise](https://www.afiniti.com/wp-content/uploads/2025/04/Generative-AI-offers-great-promise-–-with-the-right-Thumbnail.jpg "Generative-AI-offers-great-promise-–-with-the-right-Thumbnail") ](https://www.afiniti.com/generative-ai-offers-great-promise-with-the-right-guardrails/) - Responsible AI ###### [Generative AI offers great promise – with the right guardrails](https://www.afiniti.com/generative-ai-offers-great-promise-with-the-right-guardrails/) - June 12, 2023 [ ](https://www.afiniti.com/generative-ai-offers-great-promise-with-the-right-guardrails/) [ ![CISO Andrew Smeaton shares 4 strategies](https://www.afiniti.com/wp-content/uploads/2025/04/CISO-Andrew-Smeaton-shares-4-strategies-for-modern-thumbnail.jpg "CISO-Andrew-Smeaton-shares-4-strategies-for-modern-thumbnail") ](https://www.afiniti.com/ciso-andrew-smeaton-shares-4-strategies-for-modern-cisos-to-demonstrate-value/) - Security ###### [CISO Andrew Smeaton shares 4 strategies for modern CISOs to demonstrate value](https://www.afiniti.com/ciso-andrew-smeaton-shares-4-strategies-for-modern-cisos-to-demonstrate-value/) - May 21, 2023 [ ](https://www.afiniti.com/ciso-andrew-smeaton-shares-4-strategies-for-modern-cisos-to-demonstrate-value/) [ ![](https://www.afiniti.com/wp-content/uploads/2023/03/Responsibilty_Thumbnail_465x280.jpg "Responsibilty_Thumbnail_465x280") ](https://www.afiniti.com/think-first-why-responsibility-needs-to-be-forefront-when-deploying-ai/) - Responsible AI ###### [Think first: why responsibility needs to be forefront when deploying AI](https://www.afiniti.com/think-first-why-responsibility-needs-to-be-forefront-when-deploying-ai/) - March 21, 2023 [ ](https://www.afiniti.com/think-first-why-responsibility-needs-to-be-forefront-when-deploying-ai/) [ ![Consuelo Remmert at Disrupt 23: How AI can transform your contact center](https://www.afiniti.com/wp-content/uploads/2025/04/Consuelo-Remmert-at-Disrupt-23-How-AI-can-transform-your-contact-center-thumbnail.jpg "Consuelo-Remmert-at-Disrupt-23--How-AI-can-transform-your-contact-center-thumbnail") ](https://www.afiniti.com/consuelo-remmert-at-disrupt-23-how-ai-can-transform-your-contact-center/) - Responsible AI ###### [Consuelo Remmert at Disrupt 23: How AI can transform your contact center](https://www.afiniti.com/consuelo-remmert-at-disrupt-23-how-ai-can-transform-your-contact-center/) - February 16, 2023 [ ](https://www.afiniti.com/consuelo-remmert-at-disrupt-23-how-ai-can-transform-your-contact-center/) [ ![Insights from Afiniti's David Kroner](https://www.afiniti.com/wp-content/uploads/2023/02/Insights-from-Afinitis-David-Kroner.jpg "Insights-from-Afiniti’s-David-Kroner") ](https://www.afiniti.com/insights-from-afinitis-david-kroner-humanizing-the-policyholder-experience-to-battle-inflation-and-drive-loyalty/) - Insurance ###### [Insights from Afiniti’s David Kroner: Humanizing the policyholder experience to battle inflation and drive loyalty](https://www.afiniti.com/insights-from-afinitis-david-kroner-humanizing-the-policyholder-experience-to-battle-inflation-and-drive-loyalty/) - December 15, 2022 [ ](https://www.afiniti.com/insights-from-afinitis-david-kroner-humanizing-the-policyholder-experience-to-battle-inflation-and-drive-loyalty/) [ ![How Afiniti Can Improve Customer Satisfaction in Telecommunications](https://www.afiniti.com/wp-content/uploads/2025/04/How-Afiniti-Can-Improve-Customer-Satisfaction-in-thumbnail.jpg "How-Afiniti-Can-Improve-Customer-Satisfaction-in-thumbnail") ](https://www.afiniti.com/how-afiniti-can-improve-customer-satisfaction-in-telecommunications/) - Telco ###### [How Afiniti Can Improve Customer Satisfaction in Telecommunications](https://www.afiniti.com/how-afiniti-can-improve-customer-satisfaction-in-telecommunications/) - December 14, 2022 [ ](https://www.afiniti.com/how-afiniti-can-improve-customer-satisfaction-in-telecommunications/) [ ![How Afiniti Can Help Facilitate Growth in Insurance](https://www.afiniti.com/wp-content/uploads/2025/04/How-Afiniti-Can-Help-Facilitate-Growth-in-Insurance-thumbnail.jpg "How-Afiniti-Can-Help-Facilitate-Growth-in-Insurance-thumbnail") ](https://www.afiniti.com/how-afiniti-can-help-facilitate-growth-in-insurance/) - Insurance ###### [How Afiniti Can Help Facilitate Growth in Insurance](https://www.afiniti.com/how-afiniti-can-help-facilitate-growth-in-insurance/) - December 12, 2022 [ ](https://www.afiniti.com/how-afiniti-can-help-facilitate-growth-in-insurance/) [ ![How Afiniti’s AI Can Improve Collections](https://www.afiniti.com/wp-content/uploads/2025/04/How-Afinitis-AI-Can-Improve-Collections-Thumbnail.jpg "How-Afiniti’s-AI-Can-Improve-Collections-Thumbnail") ](https://www.afiniti.com/how-afinitis-ai-can-improve-collections/) - Financial Services ###### [How Afiniti’s AI Can Improve Collections](https://www.afiniti.com/how-afinitis-ai-can-improve-collections/) - September 19, 2022 [ ](https://www.afiniti.com/how-afinitis-ai-can-improve-collections/) [ ![LivePerson and Afiniti](https://www.afiniti.com/wp-content/uploads/2022/09/LivePerson-and-Afiniti.jpg "LivePerson-and-Afiniti") ](https://www.afiniti.com/liveperson-and-afiniti-integrating-artificial-intelligence-technologies-to-create-better-conversations-and-a-more-customized-experience/) - Partnerships ###### [LivePerson and Afiniti: Integrating artificial intelligence technologies to create better conversations and a more customized experience](https://www.afiniti.com/liveperson-and-afiniti-integrating-artificial-intelligence-technologies-to-create-better-conversations-and-a-more-customized-experience/) - September 12, 2022 [ ](https://www.afiniti.com/liveperson-and-afiniti-integrating-artificial-intelligence-technologies-to-create-better-conversations-and-a-more-customized-experience/) [ ![Responsible AI – not sentience](https://www.afiniti.com/wp-content/uploads/2025/04/Responsible-AI-not-sentience-is-crucial-for-todays-business-transformation-Thumbnail.jpg "Responsible-AI-not-sentience-is-crucial-for-today’s-business-transformation-Thumbnail") ](https://www.afiniti.com/responsible-ai-not-sentience-is-crucial-for-todays-business-transformation/) - Responsible AI ###### [Responsible AI – not sentience – is crucial for today’s business transformation](https://www.afiniti.com/responsible-ai-not-sentience-is-crucial-for-todays-business-transformation/) - June 30, 2022 [ ](https://www.afiniti.com/responsible-ai-not-sentience-is-crucial-for-todays-business-transformation/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/04/Afiniti-Wins-Gold-for-Best-Use-of-Social-Media-for-B2B-at-CMA-Awards-Thumbnail.jpg "Afiniti-Wins-Gold-for-Best-Use-of-Social-Media-for-B2B-at-CMA-Awards-Thumbnail") ](https://www.afiniti.com/afiniti-wins-gold-for-best-use-of-social-media-for-b2b-at-cma-awards/) - Awards ###### [Afiniti Wins Gold for Best Use of Social Media for B2B at CMA Awards](https://www.afiniti.com/afiniti-wins-gold-for-best-use-of-social-media-for-b2b-at-cma-awards/) - November 24, 2021 [ ](https://www.afiniti.com/afiniti-wins-gold-for-best-use-of-social-media-for-b2b-at-cma-awards/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/04/Sky-Extends-Partnership-With-Afiniti-to-Deliver-Better-Customer-Experiences-Thumbnail-.jpg "Sky-Extends-Partnership-With-Afiniti-to-Deliver-Better-Customer-Experiences-Thumbnail-") ](https://www.afiniti.com/sky-extends-partnership-with-afiniti-to-deliver-better-customer-experiences/) - Partnerships ###### [Sky Extends Partnership With Afiniti to Deliver Better Customer Experiences](https://www.afiniti.com/sky-extends-partnership-with-afiniti-to-deliver-better-customer-experiences/) - September 20, 2021 [ ](https://www.afiniti.com/sky-extends-partnership-with-afiniti-to-deliver-better-customer-experiences/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/04/Afiniti-Named-Silver-Company-of-the-Year-at-the-Stevie-Awards-Thumbnail.jpg "Afiniti-Named-Silver-Company-of-the-Year-at-the-Stevie-Awards-Thumbnail") ](https://www.afiniti.com/afiniti-named-silver-company-of-the-year-at-the-stevie-awards/) - Awards ###### [Afiniti Named Silver Company of the Year at the Stevie Awards](https://www.afiniti.com/afiniti-named-silver-company-of-the-year-at-the-stevie-awards/) - August 15, 2021 [ ](https://www.afiniti.com/afiniti-named-silver-company-of-the-year-at-the-stevie-awards/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/04/Afiniti-Pairs-with-Ignite-Worldwide-thumbnail.jpg "Afiniti-Pairs-with-Ignite-Worldwide--thumbnail") ](https://www.afiniti.com/afiniti-pairs-with-ignite-worldwide/) - Culture ###### [Afiniti Pairs with Ignite Worldwide](https://www.afiniti.com/afiniti-pairs-with-ignite-worldwide/) - May 29, 2021 [ ](https://www.afiniti.com/afiniti-pairs-with-ignite-worldwide/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/04/WSJ-Your-Call-May-Be-Recorded-and-Analyzed-by-a-Bot-thumbnail.jpg "WSJ--Your-Call-May-Be-Recorded-(and-Analyzed-by-a-Bot)--thumbnail") ](https://www.afiniti.com/wsj-your-call-may-be-recorded-and-analyzed-by-a-bot/) - Customer Experience ###### [WSJ: Your Call May Be Recorded (and Analyzed by a Bot)](https://www.afiniti.com/wsj-your-call-may-be-recorded-and-analyzed-by-a-bot/) - May 6, 2021 [ ](https://www.afiniti.com/wsj-your-call-may-be-recorded-and-analyzed-by-a-bot/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/04/Afiniti-Praised-as-Technology-of-the-Year-in-Telecom-at-the-2021-Excellence-Customer-Service-Awards-thumbnail.jpg "Afiniti-Praised-as-Technology-of-the-Year-in-Telecom-at-the-2021-Excellence-Customer-Service-Awards--thumbnail") ](https://www.afiniti.com/afiniti-praised-as-technology-of-the-year-in-telecom-at-the-2021-excellence-customer-service-awards/) - Awards ###### [Afiniti Praised as Technology of the Year in Telecom at the 2021 Excellence Customer Service Awards](https://www.afiniti.com/afiniti-praised-as-technology-of-the-year-in-telecom-at-the-2021-excellence-customer-service-awards/) - April 19, 2021 [ ](https://www.afiniti.com/afiniti-praised-as-technology-of-the-year-in-telecom-at-the-2021-excellence-customer-service-awards/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/04/Sparking-interest-in-tech-careers-with-Ignite-Worldwide-thumbnail.jpg "Sparking-interest-in-tech-careers-with-Ignite-Worldwide--thumbnail") ](https://www.afiniti.com/sparking-interest-in-tech-careers-with-ignite-worldwide/) - Events ###### [Sparking interest in tech careers with Ignite Worldwide](https://www.afiniti.com/sparking-interest-in-tech-careers-with-ignite-worldwide/) - February 16, 2021 [ ](https://www.afiniti.com/sparking-interest-in-tech-careers-with-ignite-worldwide/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/04/Infographic-Customer-Preferences-for-Business-Communications-thumbnail.jpg "Infographic--Customer-Preferences-for-Business-Communications--thumbnail") ](https://www.afiniti.com/infographic-customer-preferences-for-business-communications/) - Customer Experience ###### [Infographic: Customer Preferences for Business Communications](https://www.afiniti.com/infographic-customer-preferences-for-business-communications/) - September 30, 2020 [ ](https://www.afiniti.com/infographic-customer-preferences-for-business-communications/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/04/CCO-Tom-Inskip-shares-3-key-considerations-for-implementing-AI-in-Forbes-thumbnail.jpg "CCO-Tom-Inskip-shares-3-key-considerations-for-implementing-AI-in-Forbes--thumbnail") ](https://www.afiniti.com/cco-tom-inskip-shares-3-key-considerations-for-implementing-ai-in-forbes/) - Leader Insights ###### [CCO Tom Inskip shares 3 key considerations for implementing AI in Forbes](https://www.afiniti.com/cco-tom-inskip-shares-3-key-considerations-for-implementing-ai-in-forbes/) - February 25, 2020 [ ](https://www.afiniti.com/cco-tom-inskip-shares-3-key-considerations-for-implementing-ai-in-forbes/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/04/Afiniti-Wins-inaugural-GITEX-Hero-Award-thumbnail.jpg "Afiniti-Wins-inaugural-GITEX-Hero-Award--thumbnail") ](https://www.afiniti.com/afiniti-wins-inaugural-gitex-hero-award/) - Awards ###### [Afiniti Wins inaugural GITEX Hero Award](https://www.afiniti.com/afiniti-wins-inaugural-gitex-hero-award/) - October 8, 2019 [ ](https://www.afiniti.com/afiniti-wins-inaugural-gitex-hero-award/) [ ![](https://www.afiniti.com/wp-content/uploads/2019/08/WSJ_Thumbnail_465x280.jpg "WSJ_Thumbnail_465x280") ](https://www.afiniti.com/wsj-on-how-tech-companies-are-using-ai-to-optimize-customer-service/) - Leader Insights ###### [WSJ on how tech companies are using AI to optimize customer service](https://www.afiniti.com/wsj-on-how-tech-companies-are-using-ai-to-optimize-customer-service/) - August 3, 2019 [ ](https://www.afiniti.com/wsj-on-how-tech-companies-are-using-ai-to-optimize-customer-service/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/04/Effective-AI-requires-diversity-and-teamwork-says-VP-Caroline-OBrien-thumbnail.jpg "Effective-AI-requires-diversity-and-teamwork-says-VP-Caroline-OBrien--thumbnail") ](https://www.afiniti.com/effective-ai-requires-diversity-and-teamwork-says-vp-caroline-obrien/) - Leader Insights ###### [Effective AI requires diversity and teamwork, says VP Caroline O’Brien](https://www.afiniti.com/effective-ai-requires-diversity-and-teamwork-says-vp-caroline-obrien/) - June 16, 2019 [ ](https://www.afiniti.com/effective-ai-requires-diversity-and-teamwork-says-vp-caroline-obrien/) [ ![](https://www.afiniti.com/wp-content/uploads/2019/04/Award_Thumbnail_465x280.jpg "Award_Thumbnail_465x280") ](https://www.afiniti.com/afiniti-commended-by-frost-sullivan-for-its-vision-of-using-ai-to-strategically-match-customers-with-service-agents-in-contact-centers/) - Awards ###### [Afiniti Commended by Frost & Sullivan for its Vision of Using AI to Strategically Match Customers with Service Agents in Contact Centers](https://www.afiniti.com/afiniti-commended-by-frost-sullivan-for-its-vision-of-using-ai-to-strategically-match-customers-with-service-agents-in-contact-centers/) - April 11, 2019 [ ](https://www.afiniti.com/afiniti-commended-by-frost-sullivan-for-its-vision-of-using-ai-to-strategically-match-customers-with-service-agents-in-contact-centers/) [ ![](https://www.afiniti.com/wp-content/uploads/2025/04/O2-Names-Afiniti-Best-Partner-for-Innovation-thumbnail.jpg "O2-Names-Afiniti-“Best-Partner-for-Innovation”--thumbnail") ](https://www.afiniti.com/o2-names-afiniti-best-partner-for-innovation/) - Partnerships ###### [O2 Names Afiniti “Best Partner for Innovation”](https://www.afiniti.com/o2-names-afiniti-best-partner-for-innovation/) - April 8, 2019 [ ](https://www.afiniti.com/o2-names-afiniti-best-partner-for-innovation/) [ ![](https://www.afiniti.com/wp-content/uploads/2018/04/Partnership_Thumbnail_465x280.jpg "Partnership_Thumbnail_465x280") ](https://www.afiniti.com/avaya-afiniti-bringing-ai-to-contact-center-near-you/) - Partnerships ###### [Avaya & Afiniti: Bringing AI to Contact Center Near You](https://www.afiniti.com/avaya-afiniti-bringing-ai-to-contact-center-near-you/) - April 24, 2018 [ ](https://www.afiniti.com/avaya-afiniti-bringing-ai-to-contact-center-near-you/) --- ### [Current Job Openings](https://www.afiniti.com/jobs/) **Published:** September 15, 2023 **Author:** shaban.ahmad@afiniti.com **Content:** # Open Positions We’re always looking for smart, driven people to join our team and help take our business to the next level. All Locations- All Locations - Ireland - United Kingdom - United States Select Location All Locations Ireland United Kingdom United States No records found 08/24/2026 Senior Manager, Customer Success United Kingdom United Kingdom 08/24/2026 [ ](https://www.afiniti.com/job/?title=2416-senior-manager-customer-success&gnk=job&gni=8a78839e9fd3ba7b01a033770e2355f5) 07/16/2026 Director, People Operations Ireland Ireland 07/16/2026 [ ](https://www.afiniti.com/job/?title=2414-director-people-operations&gnk=job&gni=8a78879e9f4435c7019f6b4f5c3a548a) 07/14/2026 Director, Enterprise Sales United Kingdom United Kingdom 07/14/2026 [ ](https://www.afiniti.com/job/?title=2413-director-enterprise-sales&gnk=job&gni=8a78879e9f4435c7019f60d4805405c0) 03/04/2026 Director, Enterprise Sales United States United States 03/04/2026 [ ](https://www.afiniti.com/job/?title=2399-director-enterprise-sales&gnk=job&gni=8a78879e9c9ca640019cb8b13aa21162) --- ### [Industry Reports](https://www.afiniti.com/industry-reports/) **Published:** December 30, 2025 **Author:** Daniyal.Khan@afiniti.com **Content:** # Industry Reports Explore in-depth, data-backed insights and the latest emerging trends from our industry reports. ###### Resources Available - [ Blogs ](https://www.afiniti.com/blogs/) - [ Videos ](https://www.afiniti.com/videos/) - [ Industry Reports ](https://www.afiniti.com/industry-reports/) - [ News ](https://www.afiniti.com/news/) ###### Resources Available - [ Blogs ](https://www.afiniti.com/blogs/) - [ Videos ](https://www.afiniti.com/videos/) - [ Industry Reports ](https://www.afiniti.com/industry-reports/) - [ News ](https://www.afiniti.com/news/) [ ![Cover of 'The Inner Circle Guide to Chatbots, Voicebots & Conversational AI' featuring a blue chatbot illustration and Contact Babel logo on a white page (on a dark blue background).](https://www.afiniti.com/wp-content/uploads/elementor/thumbs/ICG-Chatbots-and-Voicebots-rpoi8ly0hra1kpieg5wlph4xn3p6dw57z5gu6rn0vg.jpg "ICG-Chatbots-and-Voicebots") ](https://www.afiniti.com/industry-reports/the-inner-circle-guide-to-chatbots-voicebots-conversational-ai/) - Industry Report #### [The Inner Circle Guide to Chatbots, Voicebots & Conversational AI](https://www.afiniti.com/industry-reports/the-inner-circle-guide-to-chatbots-voicebots-conversational-ai/) - Discover why traditional chatbots have hit their ceiling, and what AI-powered conversational tools can do instead. [ ](https://www.afiniti.com/industry-reports/the-inner-circle-guide-to-chatbots-voicebots-conversational-ai/) [ ![Unlock the Future of Your Contact Center with Outcome-Oriented AI](https://www.afiniti.com/wp-content/uploads/2026/02/CMP-Report-Featured.jpg "Unlock the Future of Your Contact Center with Outcome-Oriented AI") ](https://www.afiniti.com/industry-reports/outcome-oriented-ai-for-contact-centers/) - Whitepaper ###### [Unlock the Future of Your Contact Center with Outcome-Oriented AI](https://www.afiniti.com/industry-reports/outcome-oriented-ai-for-contact-centers/) - CMP Research shows AI gaps - sparking a shift to Outcome Orchestration. [ ](https://www.afiniti.com/industry-reports/outcome-oriented-ai-for-contact-centers/) [ ![5 ways](https://www.afiniti.com/wp-content/uploads/2025/12/5-ways-Thumbnail-new.jpg "5-ways-Thumbnail-new") ](https://www.afiniti.com/industry-reports/5-ways-to-deliver-personalized-cx-that-converts/) - Industry Report ###### [5 Ways to Deliver Personalized CX That Converts](https://www.afiniti.com/industry-reports/5-ways-to-deliver-personalized-cx-that-converts/) - Discover how leading enterprises are using AI to deliver personalized customer experiences at scale. [ ](https://www.afiniti.com/industry-reports/5-ways-to-deliver-personalized-cx-that-converts/) [ ![4 Ways AI Can Improve the Customer Experience](https://www.afiniti.com/wp-content/uploads/2025/12/4-Ways-AI-Can-Improve-the-Customer-Experience.jpg "4 Ways AI Can Improve the Customer Experience") ](https://www.afiniti.com/industry-reports/4-ways-ai-can-improve-the-customer-experience/) - Whitepaper ###### [4 Ways AI Can Improve the Customer Experience](https://www.afiniti.com/industry-reports/4-ways-ai-can-improve-the-customer-experience/) - Discover how AI-driven solutions can enhance customer interactions, increase loyalty, and drive profitability. [ ](https://www.afiniti.com/industry-reports/4-ways-ai-can-improve-the-customer-experience/) --- ### [Videos](https://www.afiniti.com/videos/) **Published:** December 30, 2025 **Author:** shaban.ahmad@afiniti.com **Content:** # Videos See our technology in action, hear from our clients, and meet our leaders. ###### Resources Available - [ Blogs ](https://www.afiniti.com/blogs/) - [ Videos ](https://www.afiniti.com/videos/) - [ Industry Reports ](https://www.afiniti.com/industry-reports/) - [ News ](https://www.afiniti.com/news/) ###### Resources Available - [ Blogs ](https://www.afiniti.com/blogs/) - [ Videos ](https://www.afiniti.com/videos/) - [ Industry Reports ](https://www.afiniti.com/industry-reports/) - [ News ](https://www.afiniti.com/news/) ![Blue webinar banner reading 'Live Webinar: The Automation Gap' with Afiniti x Contactable logos, and three speaker headshots (Steve Morrell, Dileepan Narayanan, Chris Karp) with titles beneath each photo.](https://www.afiniti.com/wp-content/uploads/elementor/thumbs/ContactBabel_Webinar-rrk3hdmg9cngrubeuckpeqijgediix8u2wiipv1c8c.jpg "ContactBabel_Webinar") ![Blue webinar banner reading 'Live Webinar: The Automation Gap' with Afiniti x Contactable logos, and three speaker headshots (Steve Morrell, Dileepan Narayanan, Chris Karp) with titles beneath each photo.](https://www.afiniti.com/wp-content/uploads/elementor/thumbs/ContactBabel_Webinar-rrk3hdmg9cngrubeuckpeqijgediix8u2wiipv1c8c.jpg "ContactBabel_Webinar") - Webinar #### [The Automation Gap](https://www.afiniti.com/video/the-automation-gap/) - Why Contact Centers Are Investing More in AI and Getting Less Than They Expected. Featuring Steve Morrell, Managing Director, ContactBabel, Dileepan Narayanan, Chief Product & Technology Officer, Afiniti, and Chris Karp, Chief Growth Officer, Afiniti. ![Two men sit on a stage during Customer Contact Week; left man in a blazer smiles, right man in black holds a tablet.](https://www.afiniti.com/wp-content/uploads/2026/07/CCW_630x350.jpg "Getting the Band Together") - Events ###### [Getting the Band Together: Building High-Performing AI Partnerships with SiriusXM](https://www.afiniti.com/video/building-high-performing-ai-partnerships-siriusxm/) - Featuring: Moshe Pridan, Chief Product & Information Officer, SiriusXM in conversation with Jerome Kapelus, CEO Afiniti ![Dark blue background with multiple concentric orbits and scattered white/blue nodes, centered by a circular image of a radio telescope dish.](https://www.afiniti.com/wp-content/uploads/2026/05/Orchestrator.jpg "Orchestrator") - Animation ###### [Afiniti Orchestrator](https://www.afiniti.com/video/afiniti-orchestrator/) - Afiniti Orchestrator is your always-on decisioning brain—running operations, orchestrating customer journeys, and guiding migrations in plain language. ![Abstract data analytics illustration with floating cards showing a line chart, bar chart, a pie chart, and a list icon on a pastel gradient background.](https://www.afiniti.com/wp-content/uploads/2026/05/Intelligence.jpg "Intelligence") - Animation ###### [Afiniti Intelligence](https://www.afiniti.com/video/afiniti-intelligence/) - Afiniti Intelligence turns your contact center data into instant, actionable answers—no analysts, no waiting, no guesswork. ![Central friendly robot avatar encircled by three blue icons for mic, robot, and chat, symbolizing an AI assistant and voice/chat interactions.](https://www.afiniti.com/wp-content/uploads/2026/05/Agents.jpg "Agents") - Animation ###### [Afiniti Agents](https://www.afiniti.com/video/afiniti-agents/) - Afiniti Agents is an outcome-aware AI voice and chat agent that goes beyond containment—adapting in real time to drive revenue, retention, and resolution on every interaction. ![Young woman with curly hair in a mustard sweater looks at her smartphone, standing between two arched windows.](https://www.afiniti.com/wp-content/uploads/2026/05/Pairing.jpg "Pairing") - Animation ###### [Afiniti Pairing](https://www.afiniti.com/video/ai-pairing/) - Afiniti Pairing pairs each caller with the right agent in real time—driving better outcomes than traditional routing. ![Benchmarking](https://www.afiniti.com/wp-content/uploads/2026/02/Benchmarking_v2.jpg "Benchmarking") - Animation ###### [Afiniti Pairing: Proof of Performance](https://www.afiniti.com/video/afiniti-pairing-proof-of-performance/) - Afiniti Pairing is validated through rigorous randomized testing, isolating measurable lift in revenue, conversions, and customer outcomes at enterprise scale. ![Cruise ship sailing on calm blue sea under a light blue sky with scattered white clouds](https://www.afiniti.com/wp-content/uploads/2026/05/CruiseLines.jpg "CruiseLines") - Animation ###### [Afiniti for Cruise Lines](https://www.afiniti.com/video/afiniti-for-cruise-lines/) - Afiniti’s AI pairs each caller with the perfect agent — boosting bookings, loyalty, and ROI without disrupting your operations. ![Retro TV on a wooden dresser displays the question 'Still Using Performance Based Routing?' in a gray-room setting with windows behind it.](https://www.afiniti.com/wp-content/uploads/2026/05/PBR.jpg "PBR") - Animation ###### [Beyond Performance-based Routing](https://www.afiniti.com/video/pbr-vs-afiniti/) - PBR favors top agents; Afiniti favors the right match, using AI to improve customer experience, agent performance, and business outcomes. ![TIM featured](https://www.afiniti.com/wp-content/uploads/2026/04/TIM-featured.jpg "TIM featured") - Client Testimonial ###### [TIM: How AI and Flexibility Drive Exceptional Customer Service](https://www.afiniti.com/video/tim/) - Featuring: Pietro Labriola, CEO, TIM. Use Case: Agent-Customer Pairing, Service Quality, Competitive Differentiation. ![G6 featured](https://www.afiniti.com/wp-content/uploads/2025/08/G6-feaured.jpg "G6-featured") - Client Testimonial ###### [G6: Hospitality at Scale. Using AI to Improve Guest Experience](https://www.afiniti.com/video/g6/) - Featuring: Jessie Burgees, Former EVP & CIO, G6 Hospitality. Use Case: AI-Powered Call Center Optimization. ![ATT featured](https://www.afiniti.com/wp-content/uploads/2025/08/ATT-featured.jpg "ATT-featured") - Client Testimonial ###### [AT&T: Every Call Counts. How To Scale Customer Experience](https://www.afiniti.com/video/att/) - Featuring: Jenifer Robertson, Executive VP & General Manager, AT&T Mass Media. Use Case: AI-Enabled Customer Experience, Scalable Performance Optimization ![VMO2 featured](https://www.afiniti.com/wp-content/uploads/2025/08/VMO2-featured.jpg "VMO2-featured") - Client Testimonial ###### [VMO2: How Data and Partnership Drive a Customer-Centric Revolution](https://www.afiniti.com/video/vmo2/) - Featuring: Lutz Schuler, CEO of VMO2. Use Case: Channel Optimization, Agent-Customer Pairing, AI-Driven CX ![Jerome Kapelus Interview](https://www.afiniti.com/wp-content/uploads/2025/07/Jerome-featured.jpg "Jerome Kapelus Interview") - Leadership ###### [Innovation at Afiniti: Jerome Kapelus](https://www.afiniti.com/video/jerome-kapelus-interview/) - CEO Jerome Kapelus shares how Afiniti’s exceptional teams, product vision, and collaborative spirit form the foundation for the company’s next chapter. ![Belma Kaya](https://www.afiniti.com/wp-content/uploads/2025/08/Belma-featured.jpg "Belma Kaya") - Leadership ###### [Innovation at Afiniti: Belma Kaya](https://www.afiniti.com/video/belma-kaya-interview/) - Head of Engineering, Belma Kaya discusses Afiniti’s scalable technology, daily innovation, and team-first culture. ![Dileepan featured](https://www.afiniti.com/wp-content/uploads/2025/08/Dileepan-featured.jpg "Dileepan-featured") - Leadership ###### [Innovation at Afiniti: Dileepan Narayanan](https://www.afiniti.com/video/dileepan-interview/) - Afiniti’s Chief Product & Technology Officer shares how the company is pioneering predictive and agentic AI to deliver measurable enterprise value and shape the future of AI-powered contact centers. --- ## Video ### [Innovation at Afiniti: Jerome Kapelus](https://www.afiniti.com/video/jerome-kapelus-interview/) **Published:** August 1, 2025 **Author:** Daniyal.Khan@afiniti.com **Content:** # Jerome Kapelus – CEO CEO Jerome Kapelus shares how Afiniti’s exceptional teams, product vision, and collaborative spirit form the foundation for the company’s next chapter. **Categories:** Leadership --- ### [TIM: How AI and Flexibility Drive Exceptional Customer Service](https://www.afiniti.com/video/tim/) **Published:** August 12, 2025 **Author:** Daniyal.Khan@afiniti.com **Content:** # TIM and Afiniti | AI Pairing and Flexibility for Exceptional Customer Service Hear how TIM uses AI-driven pairing and flexible collaboration to improve service quality and create competitive advantage in telecom. **Categories:** Client Testimonial --- ### [Getting the Band Together: Building High-Performing AI Partnerships with SiriusXM](https://www.afiniti.com/video/building-high-performing-ai-partnerships-siriusxm/) **Published:** July 23, 2026 **Author:** shaban.ahmad@afiniti.com **Content:** # Getting the Band Together: Building High-Performing AI Partnerships with SiriusXM Featuring: Moshe Pridan, Chief Product & Information Officer, SiriusXM in conversation with Jerome Kapelus, CEO Afiniti **Categories:** Events --- ### [The Automation Gap](https://www.afiniti.com/video/the-automation-gap/) **Published:** August 7, 2026 **Author:** shaban.ahmad@afiniti.com **Content:** # The Automation Gap Why Contact Centers Are Investing More in AI and Getting Less Than They Expected. Featuring Steve Morrell, Managing Director, ContactBabel, Dileepan Narayanan, Chief Product & Technology Officer, Afiniti, and Chris Karp, Chief Growth Officer, Afiniti. **Tags:** isFeatured **Categories:** Webinar --- ### [Afiniti Orchestrator](https://www.afiniti.com/video/afiniti-orchestrator/) **Published:** May 23, 2026 **Author:** shaban.ahmad@afiniti.com **Content:** # Afiniti Orchestrator Afiniti Orchestrator is your always-on decisioning brain—running operations, orchestrating customer journeys, and guiding migrations in plain language. **Categories:** Animation --- ### [Afiniti Agents](https://www.afiniti.com/video/afiniti-agents/) **Published:** May 23, 2026 **Author:** shaban.ahmad@afiniti.com **Content:** # Afiniti Agents Afiniti Agents is an outcome-aware AI voice and chat agent that goes beyond containment—adapting in real time to drive revenue, retention, and resolution on every interaction. **Categories:** Animation --- ### [Afiniti Intelligence](https://www.afiniti.com/video/afiniti-intelligence/) **Published:** May 23, 2026 **Author:** shaban.ahmad@afiniti.com **Content:** # Afiniti Intelligence Afiniti Intelligence turns your contact center data into instant, actionable answers—no analysts, no waiting, no guesswork. **Categories:** Animation --- ### [Beyond Performance-based Routing](https://www.afiniti.com/video/pbr-vs-afiniti/) **Published:** September 23, 2025 **Author:** shaban.ahmad@afiniti.com **Content:** # Beyond Performance-based Routing PBR favors top agents; Afiniti favors the right match, using AI to improve customer experience, agent performance, and business outcomes. **Categories:** Animation --- ### [Afiniti for Cruise Lines](https://www.afiniti.com/video/afiniti-for-cruise-lines/) **Published:** October 29, 2025 **Author:** shaban.ahmad@afiniti.com **Content:** # Turn Every Cruise Call Into a Revenue Moment Afiniti’s AI pairs each caller with the perfect agent — boosting bookings, loyalty, and ROI without disrupting your operations. **Categories:** Animation --- ### [Afiniti Pairing](https://www.afiniti.com/video/ai-pairing/) **Published:** May 20, 2026 **Author:** shaban.ahmad@afiniti.com **Content:** # Afiniti Pairing: Smarter Customer Connections Afiniti pairs each caller with the right agent in real time—driving better outcomes than traditional routing. **Categories:** Animation --- ### [Innovation at Afiniti: Dileepan Narayanan](https://www.afiniti.com/video/dileepan-interview/) **Published:** July 14, 2025 **Author:** Daniyal.Khan@afiniti.com **Content:** # Dileepan Narayanan - Chief Product and Technology Officer Afiniti’s Chief Product & Technology Officer shares how the company is pioneering predictive and agentic AI to deliver measurable enterprise value and shape the future of AI-powered contact centers. **Categories:** Leadership --- ### [Innovation at Afiniti: Belma Kaya](https://www.afiniti.com/video/belma-kaya-interview/) **Published:** July 20, 2025 **Author:** Daniyal.Khan@afiniti.com **Content:** # Belma Kaya - Head of Engineering Head of Engineering, Belma Kaya discusses Afiniti’s scalable technology, daily innovation, and team-first culture. **Categories:** Leadership --- ### [Afiniti Pairing: Proof of Performance](https://www.afiniti.com/video/afiniti-pairing-proof-of-performance/) **Published:** March 2, 2026 **Author:** Daniyal.Khan@afiniti.com **Content:** # Afiniti Pairing: Proof of Performance Afiniti Pairing is validated through rigorous randomized testing, isolating measurable lift in revenue, conversions, and customer outcomes at enterprise scale. **Categories:** Animation --- ### [VMO2: How Data and Partnership Drive a Customer-Centric Revolution](https://www.afiniti.com/video/vmo2/) **Published:** August 12, 2025 **Author:** Daniyal.Khan@afiniti.com **Content:** # VMO2 and Afiniti | Data Collaboration and Measurable CX Outcomes Discover how VM O2 and Afiniti use data, AI, and trusted partnership to improve customer experience, revenue performance, and measurable outcomes. **Categories:** Client Testimonial --- ### [AT&T: Every Call Counts. How To Scale Customer Experience](https://www.afiniti.com/video/att/) **Published:** August 12, 2025 **Author:** Daniyal.Khan@afiniti.com **Content:** # AT&T and Afiniti | Scaling Customer Experience with Measurable AI Learn how AT&T uses AI to optimize customer experience with measurable impact and continuous learning across inbound interactions. **Categories:** Client Testimonial --- ### [G6: Hospitality at Scale. Using AI to Improve Guest Experience](https://www.afiniti.com/video/g6/) **Published:** August 12, 2025 **Author:** Daniyal.Khan@afiniti.com **Content:** # G6 Hospitality and Afiniti | Measurable AI Pairing for Reservations and CX See how G6 Hospitality uses AI behavioral pairing to increase reservations and measure impact through continuous A/B testing. **Categories:** Client Testimonial --- ## Industries ### [Telco & media](https://www.afiniti.com/industries/telco-media/) **Published:** September 19, 2023 **Author:** Daniyal.Khan@afiniti.com **Excerpt:** Major telecommunications and media providers are increasing customer lifetime value and sales. **Content:** # Telecommunications: Outcome Orchestration at Enterprise Scale Telecommunications contact centers are among the most complex in the world—supporting millions of interactions across products, geographies, languages, channels, and regulatory environments. In this environment, delivering consistent customer experiences is not just a CX challenge, but a decision challenge. Afiniti is the leading provider of outcome orchestration for telecommunications, enabling operators to optimize every customer interaction by coordinating intelligence, routing, and automation toward measurable business outcomes. ![Telco & Media](https://www.afiniti.com/wp-content/uploads/2023/09/Telco-Media-5.jpg "Telco-&-Media") ## Afiniti has been working with many of the world’s largest telecommunications and media providers since 2011. By pairing customers with customer service agents based on historical patterns in data, companies see measurable gains in customer lifetime value and conversions. ###### How Afiniti Delivered for a Top Telco $1b+ In Lifetime Value Generated ### Afiniti improves the outcomes that matter most to telco and media providers Increased Sales Higher Revenue Per Call Increased Lifetime Value Reduced Churn Increased Up & Cross-Sales Reduced Credits and Adjustments Reduced High Cost Actions Improved Collections Fewer Truck Rolls [### Financial Services International Bank Increases Loan Sales by ### 12% with Afiniti ](https://www.afiniti.com/industries/financial-services/) [### Insurance Large U.S. Insurer Increases Lifetime Premiums by ### $450m+ with Afiniti ](https://www.afiniti.com/industries/insurance/) [### Healthcare Top U.S. Healthcare Insurer Increases Telesales by ### 6% with Afiniti ](https://www.afiniti.com/industries/healthcare/) [### Travel & Hospitality Global Hospitality Company Increases LTV by ### $40m with Afiniti ](https://www.afiniti.com/industries/travel-hospitality/) --- ### [Healthcare](https://www.afiniti.com/industries/healthcare/) **Published:** September 19, 2023 **Author:** Daniyal.Khan@afiniti.com **Excerpt:** Healthcare insurance providers are reducing claims costs and improving patient outcomes. **Content:** # Outcome Orchestration for Better Healthcare Results Healthcare payer contact centers play a critical role in driving enrollments, retaining members, and improving health outcomes—often under intense seasonal pressure. During peak periods such as Government and Individual Open Enrollment, millions of high-stakes interactions occur in short windows where capacity, accuracy, and trust directly determine growth. Afiniti is a leading provider of outcome orchestration for healthcare, helping payers orchestrate patient and member interactions to improve enrollment conversion, retention, care delivery, and clinical performance—at enterprise scale and with measurable impact. ![Healthcare](https://www.afiniti.com/wp-content/uploads/2023/09/healthcare-3.jpg "Healthcare") ## Since 2017, Afiniti has been helping some of the world’s largest healthcare insurance companies provide exceptional customer care. Using AI to pair customers with nurses and customer service representatives is increasing life expectancy, improving health outcomes, and reducing costs for subscribers and providers alike. ###### How Afiniti Delivered for a Large US Healthcare Insurance Company 6% Increases in Telesales ### Afiniti improves the outcomes that matter most to healthcare insurance providers Increased Member Enrollments Reduced Gaps in Care Higher CMS Satisfaction Score Higher CMS Ratings & Bonuses Better Medical Outcomes Greater Member Satisfaction Increased Care & Pharmacy Service Usage Reduced Medical Expenses Improved Provider Satisfaction [### Telco & Media Top Telco Generates over ### $1b with Afiniti ](https://www.afiniti.com/industries/telco-media/) [### Financial Services International Bank Increases Loan Sales by ### 12% with Afiniti ](https://www.afiniti.com/industries/financial-services/) [### Insurance Large U.S. Insurer Increases Lifetime Premiums by ### $450m+ with Afiniti ](https://www.afiniti.com/industries/insurance/) [### Travel & Hospitality Global Hospitality Company Increases LTV by ### $40m with Afiniti ](https://www.afiniti.com/industries/travel-hospitality/) --- ### [Financial services](https://www.afiniti.com/industries/financial-services/) **Published:** September 19, 2023 **Author:** Daniyal.Khan@afiniti.com **Excerpt:** Financial services companies are retaining more customers and improving profitability. **Content:** # Outcome Orchestration for Measurable Financial Services Results Financial services contact centers operate in some of the most high-stakes, trust-dependent environments in the enterprise. Every interaction—whether related to servicing, collections, retention, or new originations—directly impacts revenue, risk, and long-term customer value. Afiniti is a leading provider of outcome orchestration for financial services, helping banks and financial institutions improve originations, grow revenue, strengthen retention, and manage risk by orchestrating customer interactions toward measurable business outcomes. ![Financial Services](https://www.afiniti.com/wp-content/uploads/2023/09/Financial-Services-4.jpg "Financial Services") ## Afiniti has been working with leading financial services providers since 2014. By implementing Afiniti’s AI technology, our financial services clients are able to measurably increase loyalty, collect outstanding balances, and efficiently address customer needs. ###### How Afiniti Delivered for an International Bank 12% Increases in Loan Sales ### Afiniti improves the outcomes that matter most to financial services companies Improved Collections Increased Share of Wallet Increased Digital Usage Reduced Credit Loss Greater Retention Increased Customer Lifetime Value Increased Up & Cross-Sales Improved Net Promoter Score (NPS) Increased Recovery Rate [### Telco & Media Top Telco Generates over ### $1b with Afiniti ](https://www.afiniti.com/industries/telco-media/) [### Insurance Large U.S. Insurer Increases Lifetime Premiums by ### $450m+ with Afiniti ](https://www.afiniti.com/industries/insurance/) [### Healthcare Top U.S. Healthcare Insurer Increases Telesales by ### 6% with Afiniti ](https://www.afiniti.com/industries/healthcare/) [### Travel & Hospitality Global Hospitality Company Increases LTV by ### $40m with Afiniti ](https://www.afiniti.com/industries/travel-hospitality/) --- ### [Travel & Hospitality](https://www.afiniti.com/industries/travel-hospitality/) **Published:** January 14, 2026 **Author:** shaban.ahmad@afiniti.com **Content:** # Outcome Orchestration for Travel & Hospitality Growth Travel and hospitality customer interactions are high-value and time-sensitive. Every conversation—whether booking a trip, modifying a reservation, or resolving a disruption—directly influences conversion, cancellations, loyalty, and lifetime value. Afiniti is a leading provider of outcome orchestration for travel and hospitality, helping airlines, hotels, cruise lines, casinos, and travel services optimize guest interactions to increase reservations, grow revenue, and strengthen loyalty—at enterprise scale and with measurable results. ![Travel & Hospitality](https://www.afiniti.com/wp-content/uploads/2026/01/Travel-Hospitality-2.jpg "Travel & Hospitality") ## Afiniti has been working with leading travel & hospitality providers since 2011. By leveraging Afiniti’s AI-driven call routing, companies achieve higher conversion rates and greater operational efficiency, resulting in measurable revenue growth. ###### How Afiniti Delivered for a Global Hospitality Company $40m Increases in LTV ### Afiniti improves the outcomes that matter most to travel & hospitality companies Increased Room, Seat, & Reservation Conversion Increased Loyalty Program Enrollment & Engagement Higher Agent Productivity During Peak Demand Periods Higher Revenue Per Interaction Through Upsell & Cross-Sell Reduced Average Handle Time Reduced Cancellations & Improved Booking Retention Improved Resolution Rates [### Telco & Media Top Telco Generates over ### $1b with Afiniti ](https://www.afiniti.com/industries/telco-media/) [### Financial Services International Bank Increases Loan Sales by ### 12% with Afiniti ](https://www.afiniti.com/industries/financial-services/) [### Insurance Large U.S. Insurer Increases Lifetime Premiums by ### $450m+ with Afiniti ](https://www.afiniti.com/industries/insurance/) [### Healthcare Top U.S. Healthcare Insurer Increases Telesales by ### 6% with Afiniti ](https://www.afiniti.com/industries/healthcare/) --- ### [Insurance](https://www.afiniti.com/industries/insurance/) **Published:** September 19, 2023 **Author:** Daniyal.Khan@afiniti.com **Excerpt:** Insurance companies are selling more policies and increasing customer lifetime value. **Content:** # Outcome Orchestration for Insurance Growth & Retention Insurance customer interactions play an outsized role in both growth and profitability. Decisions around new policy adoption, renewals, claims handling, and service recovery directly impact retention, premium growth, loss ratios, and customer lifetime value. Afiniti is a leading provider of outcome orchestration for insurance, helping carriers optimize prospect and policyholder interactions to improve retention, grow premiums, and drive operational efficiency—at enterprise scale and with measurable results. ![Insurance](https://www.afiniti.com/wp-content/uploads/2023/09/Insurance-4.jpg "Insurance") ## Afiniti has been optimizing customer interactions for insurance providers around the world since 2014. Pairing agents and customers based on best fit leads to a remarkable increase in both customer satisfaction and insurance renewals, premiums, and margins. ###### How Afiniti Delivered for a Large US Insurance Company $450m+ Increases Lifetime Premiums ### Unlock the Future of Insurance with CX AI Our whitepaper, ‘4 Ways AI Can Improve the Customer Experience – and Boost Profitability for Insurance Carriers,’ explores how AI is transforming customer service in the insurance industry. Discover how AI-driven solutions can enhance customer interactions, increase loyalty, and drive profitability. Download now to see real-world case studies and strategies for integrating AI into your operations. [Download now ](https://www.afiniti.com/industries/insurance-form/) ### Afiniti improves the outcomes that matter most to insurance companies Increased Policy Sales Increased Persistency Increased In-Network Repairs Greater Upselling & Cross-Selling Higher Gross Written Premiums Increased Digital Engagement Increased Renewal Rate Fewer Post-Call Cancellations Improved Employee Satisfaction [### Telco & Media Top Telco Generates over ### $1b with Afiniti ](https://www.afiniti.com/industries/telco-media/) [### Financial Services International Bank Increases Loan Sales by ### 12% with Afiniti ](https://www.afiniti.com/industries/financial-services/) [### Healthcare Top U.S. Healthcare Insurer Increases Telesales by ### 6% with Afiniti ](https://www.afiniti.com/industries/healthcare/) [### Travel & Hospitality Global Hospitality Company Increases LTV by ### $40m with Afiniti ](https://www.afiniti.com/industries/travel-hospitality/) --- ### [Insurance form](https://www.afiniti.com/industries/insurance-form/) **Published:** September 12, 2023 **Author:** Daniyal.Khan@afiniti.com **Content:** # Unlock the Future of Insurance with CX AI Please provide the information below, to download the whitepaper. Name\* Surname Company Job Title Email Download now I AGREE TO RECEIVE OTHER COMMUNICATIONS FROM AFINITI. You can unsubscribe from these communications at any time. For more information on how to unsubscribe, our privacy practices, and how we are committed to protecting and respecting your privacy, please review our [Privacy Policy](https://www.afiniti.com/legal/privacy-policy/). By clicking submit below, you consent to allow Afiniti to store and process the personal information submitted above to provide you the content requested. [Download a pdf](https://www.afiniti.com/wp-content/uploads/2024/07/Afiniti-Whitepaper_Insurance.pdf) --- ## Products ### [Afiniti Pairing](https://www.afiniti.com/products/afiniti-pairing/) **Published:** January 19, 2026 **Author:** Daniyal.Khan@afiniti.com **Content:** # Afiniti PairingTM AI-powered Customer- Agent Pairing ## Better Matches, Better Outcomes Afiniti Pairing uses patented prescriptive AI to dynamically match each customer with the agent most likely to achieve the desired outcome. By learning from historical interactions and outcome data, it identifies the patterns of success between customers and agents, and applies that intelligence in the moment a new interaction begins. The result is consistently better conversations and measurably improved business outcomes across inbound, outbound, and digital interactions, with zero disruption to existing routing infrastructure. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) [ See Customer Proof ](https://www.afiniti.com/testimonials/) ### #### Play Video ## Why Afiniti Pairing ### Turn Every Interaction Into a Measurable Outcome 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. As routine interactions shift to automation, the high-value human interactions that remain are where Afiniti Pairing delivers its greatest impact. Designed to match customers with the right agents. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) ## How It Works ### AI-Driven Decisioning at the Moment of Connection Afiniti Pairing uses patented AI optimization models to predict the optimal customer–agent matches based on the outcomes that matter most to your business. It 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. Afiniti Pairing works within your existing routing framework. It is designed to influence the final customer-agent match after your routing rules and operational constraints have been applied, where pairing decisions have the greatest impact on outcomes. It operates behind the scenes. Agents and customers experience no change. The experience becomes smarter, not different. ## Measurable and Transparent AI Pairing ### Transparent Benchmarking You Can Validate Afiniti Pairing is measured through transparent benchmarking and continuous A/B testing. An ongoing live control group runs in parallel so you can clearly see the performance difference between interactions optimized by Afiniti Pairing and those that are not. Uplift is precisely attributed across the outcomes that matter most: sales, retention, revenue per interaction, and handle time. Intuitive reporting provides visibility across key metrics over time, supporting confidence, accountability, and continuous improvement. [ Explore Responsible AI ](https://www.afiniti.com/responsible-ai/) ## INTEGRATION ### Seamless by Design Afiniti Pairing integrates into existing enterprise contact center ecosystems and is designed to operate without disrupting current systems, workflows, or infrastructure. It works as a seamless overlay on existing routing infrastructure with no change management for agents. It 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. ## Measurable Outcomes ### Driving Results That Matter Afiniti Pairing consistently improves the outcomes that matter most across complex, high-volume contact center environments. You can use Afiniti Pairing to: - Increase conversion and sales performance - Improve retention and reduce churn - Increase revenue per interaction - Improve operational efficiency and reduce handle time - Enhance customer experience at scale - Optimize caller-surplus queues ## SCALE ### Built for the Enterprise Afiniti Pairing is engineered for large-scale deployments, delivering enterprise-grade stability, real-time performance monitoring, and adaptive learning that evolves with changing customer behaviors and agent dynamics. It can be deployed across inbound, outbound, and digital interaction channels and is designed to scale without disrupting existing operations, agent workflows, or customer experience. ### Book a Demo Explore where AI-powered pairing can create the greatest impact across your contact center operations. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) ## Industry Specific Outcomes ### Make every interaction count [ Request a Meeting ](https://www.afiniti.com/contact/) [### Telco & Media Top Telco Generates over ### $1b with Afiniti ](https://www.afiniti.com/industries/telco-media/) [### Financial Services International Bank Increases Loan Sales by ### 12% with Afiniti ](https://www.afiniti.com/industries/financial-services/) [### Insurance Large U.S. Insurer Increases Lifetime Premiums by ### $450m+ with Afiniti ](https://www.afiniti.com/industries/insurance/) [### Healthcare Top U.S. Healthcare Insurer Increases Telesales by ### 6% with Afiniti ](https://www.afiniti.com/industries/healthcare/) [### Travel & Hospitality Global Hospitality Company Increases LTV by ### $40m with Afiniti ](https://www.afiniti.com/industries/travel-hospitality/) ## Frequently Asked Questions ### What is Afiniti Pairing? Afiniti Pairing is an AI-powered solution within Afiniti’s outcome orchestration platform. It uses patented prescriptive AI to dynamically match each customer with the agent most likely to achieve the desired outcome. By analyzing historical interaction and outcome data, it discovers the patterns that drive success and applies that intelligence in real time to optimize contact center performance. ### 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 such as 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? No. Afiniti Pairing works within your existing routing framework. It is designed to influence the final customer-agent match after your routing rules and operational constraints have been applied, where pairing decisions have the greatest impact on outcomes. It does not replace routing; it makes the final match smarter. ### What outcomes can Afiniti Pairing support? Afiniti Pairing helps improve retention, sales, revenue, and operational efficiency. Every deployment is tailored to your priorities, aligning AI-driven decisioning to the metrics and outcomes you care most about. ### How does Afiniti Pairing measure impact? Afiniti measures impact through transparent benchmarking and continuous A/B testing against an ongoing live control group. This allows organizations to compare performance between interactions influenced by Afiniti Pairing and those that are not, so impact can be validated through data-backed proof 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 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 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 full visibility into how performance is measured and how outcomes are validated. [Learn More About Responsible AI ](/responsible-ai/) ### Is Afiniti Pairing part of outcome orchestration? Yes. Afiniti Pairing is one of four products within Afiniti’s outcome orchestration platform. It can be deployed by itself as well as alongside Afiniti Agents, Afiniti Orchestrator, and Afiniti Intelligence to coordinate AI-driven decisions across the full contact center ecosystem. ## 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. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) --- ### [Afiniti Intelligence](https://www.afiniti.com/products/afiniti-intelligence/) **Published:** April 15, 2026 **Author:** Daniyal.Khan@afiniti.com **Content:** # Afiniti IntelligenceTM AI Analytics Platform for Contact Centers ## Real-Time Intelligence for Confident Contact Center Decisions Afiniti Intelligence is a contact center AI analytics platform that turns fragmented data into clear, actionable insight. It unifies contact center, outcomes, and business data into a single intelligence layer, so leaders always know what is happening, why, and what to do next. Afiniti Intelligence operates as a daily operational view of the contact center, surfacing intelligence automatically, adapting continuously, and connecting directly to action across Afiniti Pairing, Afiniti Agents, and Afiniti Orchestrator. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) [ See Customer Proof ](https://www.afiniti.com/testimonials/) ### #### Play Video ## Why Afiniti Intelligence ### From Fragmented Data to Faster Decisions Most contact centers generate massive amounts of data across disconnected systems. Leaders spend time chasing reports, reconciling dashboards, and debating which numbers to trust. Afiniti Intelligence replaces passive reporting with active decision intelligence. It brings data together across the contact center and enterprise systems. Then it explains what changed, why it matters, and what action is most likely to improve results. The result is a trusted, real-time operational view leaders can rely on every day, with shorter cycles from insight to action, without waiting on analysts or BI teams. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) ## What Is Contact Center Intelligence? Contact center intelligence turns operational and business data into decision support. Traditional analytics tools show metrics in isolation. Afiniti Intelligence evaluates performance across interactions, agents, channels, and outcomes together. It detects anomalies, identifies likely drivers, and guides teams toward next steps in real time. This shifts analytics from reporting what happened to shaping what happens next. ## How It Works ### AI Decisioning For Real-Time Contact Center Intelligence Afiniti Intelligence integrates into your existing Afiniti environment and serves as a real-time operational view of the contact center. It continuously analyzes the latest available data across KPIs, journeys, and outcomes. Insights are continuously available throughout the day and surface proactively through alerts when performance changes or anomalies are detected. Teams can explore further using a conversational AI assistant, asking questions in plain language and running What-If scenario analyses to understand how operational changes would affect outcomes. When insight points to action, users can simulate expected impact before making changes, and in many cases execute directly from within Intelligence with a single click. For actions within the Afiniti ecosystem, many can be executed directly from within Intelligence with a single click, triggering changes in Afiniti Pairing, Afiniti Agents, or Afiniti Orchestrator without leaving the platform. For actions outside the ecosystem, intelligence can be exported as PDF reports, shared from charts, or copied from assistant conversations to bring any team into the loop. ## Measurable and Explainable Intelligence ### Root Causes You Can Understand and Validate Analytics should clarify decisions, not create more questions. Afiniti Intelligence explains why performance is changing, not just that it changed. It identifies trends and anomalies, surfaces likely contributing factors, and provides traceability into the data behind each insight. Projected impact helps teams evaluate tradeoffs before acting. Actual outcomes can then be reviewed against expectations, strengthening trust and accountability. ## INTEGRATION ### Built For the Enterprise Ecosystem Afiniti Intelligence is a platform-agnostic intelligence layer. It connects with CCaaS platforms, routing systems, CRM data, operational metrics, and Afiniti products. It does not replace existing infrastructure. It sits above it; unifying data, standardizing visibility, and supporting role-based access with governance and privacy controls. ## Measurable Outcomes ### Turning Insight Into Action Afiniti Intelligence supports outcome-driven contact center operations. **You can use Afiniti Intelligence to:** - Pinpoint where performance breaks down across agents, skills, vendors, and queues - Anticipate high-risk operational periods before volume spikes or revenue loss occurs - Rebalance capacity and utilization as demand shifts without putting service levels at risk - Understand which decisions compound over time, shaping long-term customer value ### Book a Demo Explore where faster insight and clearer decisioning can create the greatest impact across your contact center operations. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) ## Industry Specific Outcomes ### Make every interaction count [ Request a Meeting ](https://www.afiniti.com/contact/) [### Telco & Media Top Telco Generates over ### $1b with Afiniti ](https://www.afiniti.com/industries/telco-media/) [### Financial Services International Bank Increases Loan Sales by ### 12% with Afiniti ](https://www.afiniti.com/industries/financial-services/) [### Insurance Large U.S. Insurer Increases Lifetime Premiums by ### $450m+ with Afiniti ](https://www.afiniti.com/industries/insurance/) [### Healthcare Top U.S. Healthcare Insurer Increases Telesales by ### 6% with Afiniti ](https://www.afiniti.com/industries/healthcare/) [### Travel & Hospitality Global Hospitality Company Increases LTV by ### $40m with Afiniti ](https://www.afiniti.com/industries/travel-hospitality/) ## Frequently Asked Questions ### What does Afiniti Intelligence do? Afiniti Intelligence is a contact center AI analytics platform that unifies contact center data, operational metrics, outcomes, and business data into a single intelligence layer. It helps teams understand what is happening, why it is happening, and what actions are most likely to improve results, with built-in explanation and impact simulation. ### How is Afiniti Intelligence different from traditional BI tools? Traditional BI tools focus on dashboards and historical reporting. Afiniti Intelligence automatically identifies meaningful changes, explains likely root causes, recommends actions, and lets teams simulate the expected impact of a change before it goes live, so leaders can act with confidence, not just visibility. ### What capabilities does Afiniti Intelligence deliver? Afiniti Intelligence delivers five coordinated capabilities: **Unified Intelligence Layer** Aggregated, governed visibility across contact center and enterprise data. **Conversational AI Assistant** Natural-language queries that guide users through performance questions and insights. **Adaptive Anomaly Detection** Automatic identification of trends and unexpected changes, with contextual explanation. **Impact Simulation** Projected outcomes before execution to support safer decisions. **Prescriptive Insights** Action suggestions through our Afiniti Product Suite tied to business outcomes rather than isolated metrics. ### How does Afiniti Intelligence connect to action? When insight indicates an opportunity or risk, Afiniti Intelligence activates action across the platform. Afiniti Pairing, Afiniti Agents, and Afiniti Orchestrator can act on Intelligence recommendations directly, and in many cases a single approval within Intelligence is all that is needed to execute the change. For actions outside the Afiniti ecosystem, insights can be shared, exported, or distributed across teams. ### Can Afiniti Intelligence simulate impact before changes go live? Yes. Afiniti Intelligence provides projected impact for supported actions so teams can understand tradeoffs before deployment. Simulation accuracy improves as more operational data becomes available. ### What problem does Afiniti Intelligence solve? Contact centers struggle with fragmented data, slow analysis, and limited confidence in decisions. Afiniti Intelligence replaces reactive, manual analysis with explainable, outcome-aligned decision support. It shortens analysis cycles and connects insight directly to execution. ### Is Afiniti Intelligence part of outcome orchestration? Yes. Afiniti Intelligence is the core intelligence layer that supports outcome orchestration by informing and guiding decisions across routing, automation, and journey orchestration. ### Can I access historical intelligence? Yes. Users can view saved, shared, or exported intelligence from their account history, making it easy to revisit past findings and decisions. ### How often is intelligence refreshed? Intelligence is refreshed each time a user logs in, manually by the user or through the scheduling assistant which by default schedules the refresh five times a day. [Request a Meeting ](/contact/) ## 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. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) --- ### [Afiniti Orchestrator](https://www.afiniti.com/products/afiniti-orchestrator/) **Published:** April 15, 2026 **Author:** Daniyal.Khan@afiniti.com **Content:** # Afiniti OrchestratorTM The Decisioning Brain of the Enterprise Contact Center ## Real-Time Decision Control Across Omni-Channel Contact Centers Afiniti Orchestrator is the AI-powered control layer for omni-channel operations that unifies fragmented customer interaction logic across platforms. It continuously optimizes for desired business outcomes, including KPIs, service levels, and channel of choice, running real-time decisioning and safe simulations so leaders can protect CX and revenue without manual oversight. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) [ See Customer Proof ](https://www.afiniti.com/testimonials/) ### #### Play Video ## Why Afiniti Orchestrator ### One Control Layer. Three Transformative Capabilities. Most enterprise contact centers run on fragmented tools and reactive monitoring. They struggle to act on the right decision at the right moment, lose continuity across customer touchpoints, and face months of disruption when platforms change. Afiniti Orchestrator delivers day-to-day decisioning, end-to-end journey orchestration, and safe, low-risk CCaaS migration. All in one control layer. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) ### What Is Contact Center Orchestration? Contact center orchestration coordinates decisions across interactions, channels, agents, and operational systems. Traditional routing systems operate in silos, with limited visibility into the broader customer journey or competing business priorities. Afiniti Orchestrator connects these systems through a unified intelligence layer. It evaluates SLAs, capacity, demand, and business goals together, then optimizes routing and customer journeys across all channels in real time. ## How It Works ### The Decisioning Brain of the Contact Center Afiniti Orchestrator introduces a centralized intelligence layer that connects fragmented CCaaS platforms, routing engines, CRMs, IVRs, and digital channels. It continuously optimizes for desired business outcomes across three areas: ### Decisioning Engine ### Decisioning Engine ### Decisioning Engine Continuously refines routing and business rules in real time, ensuring each interaction is handled to drive the desired outcome across planned events, unplanned disruptions, and day-to-day operations. ### End-to-End Journey Orchestration ### End-to-End Journey Orchestration Coordinates decisions across the full interaction lifecycle, from pre-contact through post-interaction, to optimize each customer journey holistically. ### CCaaS Migration ### CCaaS Migration Abstracts decision logic independently of underlying platforms, enabling faster, lower-risk migrations without disrupting performance or requiring manual rule translation. ## Measurable and Transparent AI Orchestration ### Safe Simulation You Can Validate Operational changes are often slow and risky because teams cannot see the impact before going live. Afiniti Orchestrator includes built-in simulation. Teams can model what-if scenarios, run hundreds of routing variations simultaneously, and understand projected operational and financial impact before any deployment. After changes go live, post-action analytics transparently measure ROI and continuously suggest improvements for even greater value. ## Use Cases ### Decisioning Engine: Always-On Optimization ![Planned Demand](/wp-content/uploads/2026/05/Planned-Demand-Shifts.svg) ![Unplanned Disruptions](/wp-content/uploads/2026/05/Unplanned-Disruptions.svg) ![Day to day](/wp-content/uploads/2026/05/Day-to-Day-Optimization.svg) 01 ### Planned Demand Shifts Set routing goals in natural language before peaks such as promotions, product launches, or seasonal surges. Afiniti Orchestrator simulates scenarios and recommends SLA thresholds, overflow rules, and queue changes before demand arrives. 02 ### Unplanned Disruptions Afiniti Orchestrator detects capacity drops instantly, simulates re-routing within seconds, and expands agent eligibility automatically to absorb demand while protecting revenue and SLAs. 03 ### Day-to-Day Optimization Always-on intelligence continuously monitors KPIs, auto-adjusts routing before SLAs slip, surfaces anomalies proactively, and routes low-value intents to AI first. ### Journey Orchestration: A Journey of One for Every Interaction ![](https://www.afiniti.com/wp-content/uploads/2026/05/JourneyOrchestration-1_PreInteraction.svg "JourneyOrchestration-1_PreInteractionsvg") #### Pre-Interaction Assess customer intent, value, and churn risk. Select the optimal resource, channel, and priority. Elevate high-value interactions silently before the call is placed. ![](https://www.afiniti.com/wp-content/uploads/2026/05/JourneyOrchestration-1_Interaction.svg "JourneyOrchestration-1_Interactionsvg") #### In-Interaction Decide when to contain, escalate, or pivot channels. Steer AI agent behavior. Coordinate handoffs between AI agents and human agents to protect the outcome. ![](https://www.afiniti.com/wp-content/uploads/2026/05/Journey-Orchestration-Post-Interaction.svg "Journey-Orchestration-Post-Interactionsvg") #### Post-Interaction Detect churn signals and missed outcomes. Monitor resolution quality and repeat contacts. Feed results back into the model to continuously improve future decisions. ### CCaaS Migration: Migrate on Your Terms 64% of businesses say switching CCaaS providers is harder than expected, and fewer than 40% of companies meet their desired cloud migration outcomes. ![](https://www.afiniti.com/wp-content/uploads/2026/05/CCaaS-Migration.svg "CCaaS-Migrationsvg") Afiniti Orchestrator connects to your existing platform, ingests routing rules, SLAs, and agent groups, and begins optimizing in real time before migration begins. When you are ready to migrate, traffic is incrementally diverted and routing logic is automatically replicated and optimized. No manual rule translation. No reconfiguration. Business continuity is maintained throughout. ## INTEGRATION ### Built For the Enterprise Ecosystem Afiniti Orchestrator sits above your existing tools as an orchestration layer. It is platform-agnostic and integrates with CCaaS and ACD platforms, IVR and IVA systems, business rules engines, CRM and journey data, offer management systems, and enterprise data environments. It coordinates decisions across these systems without replacing them. Afiniti Orchestrator works with your data the way it is. No data cleanup or transformation project is required to begin. Most enterprises are up and running in weeks, not months. ## Measurable Outcomes ### Driving Results That Matter Afiniti Orchestrator runs outcome-driven operations across complex contact centers. You can use Afiniti Orchestrator to: - Improve operational efficiency and reduce manual rule management - Protect service levels and SLAs across channels and queues - Increase revenue and conversion by routing every interaction to the best resource - Elevate customer experience with a coordinated journey across AI and human agents - Adapt quickly to operational change, from planned surges to unplanned outages ### Book a Demo Explore where proactive, outcome-driven orchestration can create the greatest impact across your contact center operations. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) ## Industry Specific Outcomes ### Make every interaction count [ Request a Meeting ](https://www.afiniti.com/contact/) [### Telco & Media Top Telco Generates over ### $1b with Afiniti ](https://www.afiniti.com/industries/telco-media/) [### Financial Services International Bank Increases Loan Sales by ### 12% with Afiniti ](https://www.afiniti.com/industries/financial-services/) [### Insurance Large U.S. Insurer Increases Lifetime Premiums by ### $450m+ with Afiniti ](https://www.afiniti.com/industries/insurance/) [### Healthcare Top U.S. Healthcare Insurer Increases Telesales by ### 6% with Afiniti ](https://www.afiniti.com/industries/healthcare/) [### Travel & Hospitality Global Hospitality Company Increases LTV by ### $40m with Afiniti ](https://www.afiniti.com/industries/travel-hospitality/) ## Frequently Asked Questions ### What does Afiniti Orchestrator do? Afiniti Orchestrator is the decisioning brain of the enterprise contact center. It is the centralized intelligence layer that unifies fragmented routing logic, SLAs, and business priorities across CCaaS, ACD, IVR, CRM, and other contact center systems. Orchestrator drives outcome orchestration across three capabilities: always-on decisioning for day-to-day operations, end-to-end journey orchestration across the full customer lifecycle, and safe CCaaS migration without manual rule translation. It removes the need to manage business rules manually, improves safety through simulation, and continuously optimizes routing across channels, queues, and operational systems. ### What is contact center orchestration? Contact center orchestration coordinates decisions across customer interactions, channels, agents, and operational systems. Afiniti Orchestrator connects systems through a unified intelligence layer, so decisions work together instead of operating in silos. ### What capabilities does Afiniti Orchestrator deliver? Afiniti Orchestrator operates through three coordinated capabilities: **Unified Decisioning:** Connects fragmented customer-interaction platforms into a single AI control layer. **AI-Driven Optimization:** Continuously optimizes your routing, orchestrates a journey of one for each interaction and streamlines migrations. **Safe Simulation:** Tests “what-if” scenarios before deployment to predict operational and financial impact. ### What does “safe simulation” mean? Safe simulation lets teams test what-if scenarios and evaluate projected impact before changes go live. Afiniti Orchestrator can run hundreds of routing variations simultaneously, far beyond what any team of humans could evaluate manually. This reduces risk and helps teams understand tradeoffs before deployment. ### What problem does Afiniti Orchestrator solve? Enterprise contact centers often operate with fragmented routing logic, business rules scattered across ACDs, IVRs, BREs, and spreadsheets, and limited cross-system visibility. Teams frequently adjust routing logic manually under pressure, which slows response time and introduces rollback risk. Afiniti Orchestrator replaces isolated decision-making with coordinated cross-system optimization. It creates a single intelligence layer that unifies goals, rules, and compliance guardrails. It detects ongoing anomalies and opportunities via Afiniti Intelligence and optimizes routing logic across the entire contact center ecosystem. ### How does Afiniti Orchestrator improve ROI? Afiniti Orchestrator improves measurable ROI by optimizing routing logic and business rules to improve business outcomes such as sales and retention, and operational metrics such as abandon rate and average handle time. It helps prevent SLA breaches, reduces manual rule management, improves agent utilization, and strengthens customer lifetime value. Orchestrator projects simulated results before deployment and verifies actuals versus simulated metrics after. Most enterprises see gains within days, including improved business outcomes, avoided SLA breaches, and improved productivity. ### How is Afiniti Orchestrator different from traditional routing systems? Traditional routing systems rely on static thresholds and isolated overflow logic. Teams react to problems after damage is done. Afiniti Orchestrator detects anomalies and potential SLA breaches before they occur, then performs coordinated real-time decision optimization across channels, queues, routing logic, and operational constraints. It optimizes using a multi-objective optimizer across desired outcomes, SLAs, capacity constraints, compliance requirements, and business priorities. When appropriate, it presents options and tradeoffs to a human in the loop. ### How is Afiniti Orchestrator different from native switch or CCaaS expansion rules? Native expansion rules respond to predefined thresholds such as wait time or queue length. They are updated by trained professionals, which slows reaction time and introduces rollback risk due to manual error. Afiniti Orchestrator evaluates all active SLAs, constraints, and desired outcomes simultaneously. It runs hundreds of simulated routing variations, predicts outcomes and SLA breaches, and makes coordinated routing decisions that reflect overall business priorities. The result is outcome-based routing rather than one-off overflow responses. ### Where does Afiniti Orchestrator sit in the architecture? Afiniti Orchestrator sits at the center of the contact center ecosystem as an orchestration and unified intelligence layer. It integrates with CCaaS and ACD platforms, IVR and IVA systems, business rules engines, CRM systems, and workforce management platforms. It coordinates decisions across these systems without replacing them. ### What systems can Afiniti Orchestrator integrate with? Afiniti Orchestrator is platform-agnostic and integrates with CCaaS and ACD platforms, chat systems, IVR and IVA systems, business rules engines, offer management and decisioning systems, CRM and journey data, and enterprise data environments. ### How does Afiniti Orchestrator determine agent eligibility? Afiniti Orchestrator ingests agent certifications and skills as hard eligibility constraints. It dynamically refines agent proficiency using performance data such as outcomes and transcripts. It is also aware of agent utilization targets, fairness requirements, and BPO target volume thresholds when making decisions. Compliance requirements remain enforced while routing flexibility improves. ### How quickly can Afiniti Orchestrator respond to volume spikes? Afiniti Orchestrator reacts within seconds to minutes depending on deployment. The system evaluates SLAs, capacity, and priorities together, improving decision quality continuously as live operational feedback is received. During predictable surges, early decisions operate within guardrails, and precision improves as live data such as queue times, abandon rates, and utilization feed into the optimizer. ### How does Afiniti Orchestrator handle unplanned disruptions? Afiniti Orchestrator detects capacity drops instantly, simulates re-routing within seconds, and expands agent eligibility automatically to absorb demand. It restores original routing once the disruption is resolved. The system evaluates SLAs, capacity, and priorities together, so decisions reflect the full operational picture rather than a narrow, predefined rule. ### Is Afiniti Orchestrator part of outcome orchestration? Yes. Afiniti Orchestrator is designed to support outcome orchestration by coordinating cross-system decisions that influence customer journeys, service levels, and business outcomes. It is the central decisioning layer within the Afiniti AI Suite, which also includes Afiniti Pairing, Afiniti Agents, and Afiniti Intelligence. [Learn More About Responsible AI ](/responsible-ai/) ## 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. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) --- ### [Afiniti Agents](https://www.afiniti.com/products/afiniti-agents/) **Published:** April 14, 2026 **Author:** shaban.ahmad@afiniti.com **Content:** # Afiniti AgentsTMAgentic AI for Voice and Chat ## Driving Lower Costs, Better Customer Experiences, and Measurable Business Outcomes Afiniti Agents delivers human-like AI agent interactions powered by real-time intelligence. By dynamically adapting AI personas and knowing when to bring in a human agent, Afiniti Agents enables automation that improves issue resolution, sales, retention, and customer experience. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) [ See Customer Proof ](https://www.afiniti.com/testimonials/) ### #### Play Video ## Why Afiniti Agents ### Designed to Overcome the Limits of Traditional AI Agents Contact centers are rapidly adopting AI automation, but most bots still struggle with complex or high-value interactions. As automation scales, difficult conversations get pushed into containment, customer satisfaction declines, and outcomes such as resolution, sales, and retention suffer. Deployed as an IVR or IVA replacement, an in-queue AI agent, or a chat AI agent, it owns customer interactions end-to-end and dynamically routes to human agents only when it improves business outcomes, driving performance while containing costs. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) ### Persona Pairing ### Persona Pairing ### Persona Pairing Dynamically pairs each customer and context with the optimal AI persona to drive engagement and maximize business outcomes. ### Intelligent Escalation for Outcomes ### Intelligent Escalation for Outcomes Uses real-time outcome signals to determine when and to whom interactions should be escalated to human agents. ### Multi-Intent & Complex Problem Handling ### Multi-Intent & Complex Problem Handling Resolves multiple intents and non-linear customer needs within a single interaction, enabling more issues to be handled end-to-end without human intervention. ## How It Works ### AI Agents Built for Real Contact Center Operations Built on Afiniti Pairing’s patented behavioral models, which are proven across billions in measurable contact center value, Afiniti Agents brings outcome aware decisioning to AI led interactions. By analyzing customer context, behavioral patterns, and historical outcome signals, it guides every conversation toward the strongest business result, driving revenue, retention, resolution, and lifetime value. This behavioral intelligence empowers Afiniti Agents to navigate complex, multi intent interactions where traditional bots fall short. **Example use cases include:** - Sales and upgrades - Retention and save offers - Technical support and fault resolution - Account and general inquiries - IVR replacement and intent triage - Claims handling - Appointment/Reservation booking AI agent - And many more It is configured and deployed through an intuitive, AI-guided workflow designed for fast adoption. Afiniti provides an agentic AI assistant that guides teams through defining the agent’s name, brand essence, voice, and personality, while recommending skills, tools, and knowledge based on the customer’s use cases and goals. Teams configure how the agent engages customers, what it can and cannot do, and when to escalate using guided tools and simple text inputs, with suggestions and real-time validation throughout the process. Interactions can be tested prior to deployment, and once live, performance is monitored through dashboards and conversation transcripts. ## Measurable and Transparent AI Performance ### Transparent Performance Evaluation You Can Validate Afiniti Agents provides clear visibility into how AI-driven interactions perform in production. Analytics dashboards show key business, performance, and safety metrics, while detailed conversation transcripts allow teams to review how each interaction unfolded. Both real and synthetic customer conversations can be evaluated to assess agent behavior, adherence to business rules, and areas for improvement. This transparency supports ongoing refinement and confident adoption of AI automation in live contact center environments. Just like Afiniti Pairing, Afiniti Agents also integrates with your CCaaS environment, data sources like CRM and outcomes, that power the optimization models to maximize your outcomes. ## INTEGRATION ### Seamless by Design Afiniti Agents integrates directly into existing enterprise contact center environments, connecting to the systems, workflows, and knowledge already in place. Through enterprise REST APIs, agents can securely perform common tasks such as customer lookups, offer and eligibility checks, and order and account updates. Afiniti Agents also connects with enterprise knowledge bases, including product documentation, troubleshooting guides, support content, and training materials. Knowledge sources can be ingested in formats such as PDF, text, and Word document files, or referenced via URLs or intranet sources. Afiniti Agents is platform-agnostic and is designed to operate without disrupting your current systems, workflows, or infrastructure. ## Measurable Outcomes ### Supporting Better Automation Decisions Afiniti Agents supports outcome-driven contact center automation across complex enterprise environments. You can use Afiniti Agents to: - Improve issue resolution, containment quality, and task completion - Increase sales conversion, upsell, and cross-sell performance - Strengthen retention, loyalty, and lifetime value - Improve cost efficiency, automation rates, and operational scale - Deliver consistent customer experience across voice and digital channels ## SCALE ### Built for Scalable Environments Afiniti Agents is designed for incremental adoption, giving organizations control over rollout by channel, queue, and line of business. It can be deployed as an IVR or IVA replacement, or as an in-queue AI agent operating alongside human agents, allowing teams to introduce automation at their own pace without disrupting existing operations. Afiniti Agents is aware of real-time human agent availability and escalates interactions when needed, passing full conversation context to ensure continuity. This flexible approach enables enterprises to scale automation confidently while continuously learning and adapting as customer needs and business priorities evolve. ### Book a Demo Explore where outcome-optimized AI automation can create the greatest impact across your contact center operations. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) ## Industry Specific Outcomes ### Make every interaction count [ Request a Meeting ](https://www.afiniti.com/contact/) [### Telco & Media Top Telco Generates over ### $1b with Afiniti ](https://www.afiniti.com/industries/telco-media/) [### Financial Services International Bank Increases Loan Sales by ### 12% with Afiniti ](https://www.afiniti.com/industries/financial-services/) [### Insurance Large U.S. Insurer Increases Lifetime Premiums by ### $450m+ with Afiniti ](https://www.afiniti.com/industries/insurance/) [### Healthcare Top U.S. Healthcare Insurer Increases Telesales by ### 6% with Afiniti ](https://www.afiniti.com/industries/healthcare/) [### Travel & Hospitality Global Hospitality Company Increases LTV by ### $40m with Afiniti ](https://www.afiniti.com/industries/travel-hospitality/) ## Frequently Asked Questions ### What Is an outcome-optimized AI Agent? Traditional AI agents are built to contain and deflect. They follow scripted flows and escalate when they fail. An outcome-optimized AI agent is built to achieve. Afiniti Agents applies prescriptive AI before and during every interaction to select the right persona, navigate complex and non-linear conversations, and escalate at the moment a human agent will improve the outcome, not just when the bot reaches its limit. This shifts AI automation from only containment to measurable business performance. ### What is Afiniti Agents? Afiniti Agents is an outcome-optimized AI agent solution within Afiniti’s outcome orchestration platform. It automates customer interactions across voice and chat with human-like, empathetic engagement while staying focused on measurable business outcomes such as resolution, sales, and retention. Unlike traditional bots built for containment, Afiniti Agents is built to achieve results. ### How does Afiniti Agents work? Afiniti Agents learns from actual customer interactions and outcomes to understand what drives success. When a live interaction begins, it applies that intelligence in real time to select the optimal AI persona for each customer and context, resolve multi-intent and non-linear conversations end-to-end, and escalate to the right human agent at the exact moment it will most improve the outcome. Throughout, it engages customers naturally, professionally, and empathetically while adhering to all configured business and operational rules. ### How do I get started with Afiniti Agents? New customers can contact Afiniti through the website to begin the setup process. Existing Afiniti customers can get started by contacting their Afiniti sales representative or account manager to discuss setup, deployment options, and next steps. ### What types of interactions can Afiniti Agents support? Afiniti Agents supports a wide range of customer interactions across voice and digital channels, including sales and upgrades, retention and save offers, technical support and fault resolution, account and general inquiries, IVR replacement and intent triage, and claims handling. Additional use cases can be supported through configuration as business needs evolve. ### How does Afiniti Agents integrate with existing enterprise applications? Afiniti Agents integrates with existing enterprise applications through tools and knowledge bases. Enterprise systems such as CRM platforms or order management systems expose REST APIs, which Afiniti Agents uses during conversations to retrieve or update customer and order information. These integrations are configured through the Afiniti Agents user interface. Afiniti Agents can also integrate with enterprise knowledge bases, including product documentation, troubleshooting guides, support content, and training materials. Knowledge sources can be ingested in formats such as PDF, text, and word document files, or referenced via URLs or intranet sources. ### What deployment options does Afiniti Agents offer? Afiniti Agents can be deployed as an IVR or IVA replacement within voice queues, as an in-queue AI agent operating alongside human agents, or across digital chat channels. This flexibility allows organizations to introduce automation incrementally across lines of business without disrupting existing operations. UI-led deployment wizards allow teams to configure, test, and deploy agents directly into their contact center environment. ### Can Afiniti Agents be tailored to my brand and business processes? Yes. Afiniti Agents can be configured with voices and personas that align with your brand. Persona selection can also be optimized dynamically to better match each customer. Organizations can configure skills and conversation flows to match their specific business processes and test those configurations through simulated conversations to verify adherence across different scenarios. ### How can I ensure Afiniti Agents performance is as expected? Afiniti Agents provides analytics dashboards that allow users to review historical conversations through relevant KPIs such as issue resolution rate, conversion rates, escalation rates, and process adherence. Users can also drill down into detailed conversation transcripts to understand exactly how each interaction unfolded. Both real and synthetic conversations can be evaluated to support ongoing refinement. ### How does Afiniti approach responsible AI for Afiniti Agents? Responsible AI is embedded into Afiniti Agents with a focus on disclosure, transparency, safety, data protection, and compliance. Built-in guardrails help ensure responses are appropriate, secure, and aligned with defined business policies. [Learn More About Responsible AI ](/responsible-ai/) ### Is Afiniti Agents part of outcome orchestration? Yes. Afiniti Agents is one of the key products within Afiniti’s outcome orchestration product suite. It can be deployed by itself or alongside Afiniti Pairing, Afiniti Orchestrator, and Afiniti Intelligence to coordinate AI-driven decisions across the full contact center ecosystem. ## 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. [ Book a Demo ](https://www.afiniti.com/book-a-demo/) --- ## ESG ### [ESG Initiatives​](https://www.afiniti.com/environmental-social-and-governance/esg-initiatives/) **Published:** April 22, 2024 **Author:** shaban.ahmad@afiniti.com **Content:** ![Red Dot horizontal](https://www.afiniti.com/wp-content/uploads/2024/07/Red-Dot-horizontal.svg "Red Dot horizontal") ![Red Dot](https://www.afiniti.com/wp-content/uploads/2024/07/Red-Dot.svg "Red Dot") # ESG Initiatives #### Our commitment to bettering our world and communities is reflected throughout the initiatives and practices that we champion at Afiniti. ![ESG Initiatives](https://www.afiniti.com/wp-content/uploads/2024/07/DSC_7814.jpg "ESG Initiatives") ![ESG Initiatives](https://www.afiniti.com/wp-content/uploads/2024/07/DSC_7932.jpg "ESG Initiatives") #### Afiniti GoGreen: Championing Sustainability and Fostering Eco-Consciousness Afiniti has formally launched the dynamic GoGreen initiative to foster sustainability awareness and integrate eco-friendly practices throughout the organization. The team has implemented several projects and is continuously exploring new initiatives to advance in the realm of sustainability. #### **Key Green Initiatives** **Afiniti Forest** In 2023, colleagues in Islamabad took a significant step towards a sustainable future by launching the “Afiniti Forest.” In collaboration with local authorities, they planted 400 trees along Islamabad’s 7th Avenue. These trees will help sequester carbon, improve air quality, and prevent soil erosion. Additionally, they will create a habitat for local wildlife, enhancing urban biodiversity. **Laptop Donation Drives** Afiniti donated numerous outdated laptops to non-profit and charitable organizations. These laptops, although no longer meeting the company’s technological needs, will be effectively utilized by these organizations. **Responsible Vendor Partnerships** Afinti extends its commitment to corporate responsibility to its partnerships. The Vendor Information Form (VIF), required for all new vendors on SAP Ariba, includes a section on Supplier Assessment in areas of Diversity, Sustainability, and Corporate Social Responsibility (CSR). Vendors are encouraged to demonstrate their commitment to: - Fair labor practices and human rights - Environmentally friendly initiatives, including energy efficiency and waste reduction - Sustainable procurement and ethical business conduct - Promoting and safeguarding human rights - Reducing environmental impact This initiative fosters a collaborative ecosystem that shares Afiniti’s values of diversity, sustainability, and corporate social responsibility. ### **Afiniti’s Green Solution** #### [**Afiniti’s Green Solution**](https://www.afiniti.com/environmental-social-and-governance/afinitis-green-solution/) [ Learn More ](https://www.afiniti.com/environmental-social-and-governance/afinitis-green-solution/) ### **Responsible AI** ### [**Responsible AI**](https://www.afiniti.com/responsible-ai/) [ Learn More ](https://www.afiniti.com/responsible-ai/) ### **ESG Statement** ### [**ESG Statement**](https://www.afiniti.com/environmental-social-and-governance/) [ Learn More ](https://www.afiniti.com/environmental-social-and-governance/) --- ### [Afiniti’s Green Solution](https://www.afiniti.com/environmental-social-and-governance/afinitis-green-solution/) **Published:** July 26, 2024 **Author:** Daniyal.Khan@afiniti.com **Content:** ![Red Dot horizontal](https://www.afiniti.com/wp-content/uploads/2024/07/Red-Dot-horizontal.svg "Red Dot horizontal") ![Red Dot](https://www.afiniti.com/wp-content/uploads/2024/07/Red-Dot.svg "Red Dot") # Afiniti’s Green Solution #### Environmental Afiniti is committed to creating a greener and more sustainable future. Through actions and initiatives with an environmental focus, we look to reduce the impact of our operations. #### How Afiniti is Revolutionizing Human Interactions and Protecting Our Planet In recent years, new technologies have revolutionized the way we do business and how they are incorporated into everyday operations. Contact centers are no exception, with migration to the cloud and the deployment of AI technology creating new compute requirements. These technologies, while transformative, are resource-intensive and impact our environment. #### Environmentally Focused Solutions Afiniti is addressing these challenges with solutions that prioritize sustainability while enhancing performance. At the core of our operations is a commitment to balancing the benefits of our technology with its potential environmental impacts. Efficiency is in our DNA; our innovative technical design utilizes batch processing and symmetric multi-processing to increase computing efficiency, reducing time and energy costs. Additionally, by optimizing training processes and retraining models only when necessary, we significantly reduce computation usage and costs, taking a holistic approach to minimizing the environmental impact of our operations. To further enhance efficiency and reduce energy consumption, we strategically set up our servers by our clients’ locations. This approach ensures optimal performance while minimizing the energy required for data transmission. By leveraging co-location data center capacity, we maximize efficiency and sustainability. This strategy allows us to avoid, reduce, and offset greenhouse gas emissions across our IT infrastructure, aligning with our commitment to environmental responsibility. Our increased efficiency and low usage of computational equipment already contribute to a reduced environmental footprint. Lower energy and water consumption translate to a significant improvement in our carbon footprint. By lowering the need for computational equipment, we reduce the demand for minerals and rare earth commodities, which are associated with high carbon emissions and environmental degradation during extraction and mining processes. We are actively driving employee awareness initiatives around best practices for reducing energy usage and, in 2024, agreed on a 4-year action plan following an energy savings opportunities audit. This underscores our commitment to sustainability and highlights the importance of engaging our entire organization in these efforts. Interestingly, the design principles behind our optimization extend beyond our current solutions. Afiniti has been dedicated to developing a new, more environmentally focused contact center architecture for several years. Once implemented, this technology can significantly reduce the environmental footprint of the entire contact center industry, amplifying our positive impact on the environment. Our commitment to innovation and sustainability ensures that we continue to lead the way in creating a greener future. We are dedicated to improving the efficiency of our AI optimization solutions. Leveraging cutting-edge technologies and innovation, we will continue to address pressing environmental challenges while providing value to all our stakeholders. #### **Responsible AI** ### [**Responsible AI**](https://www.afiniti.com/responsible-ai/) [ Learn More ](https://www.afiniti.com/responsible-ai/) ### **ESG Initiatives** ### [**ESG Initiatives**](https://www.afiniti.com/environmental-social-and-governance/esg-initiatives/) [ Learn More ](https://www.afiniti.com/environmental-social-and-governance/esg-initiatives/) ### **ESG Statement** ### [**ESG Statement**](https://www.afiniti.com/environmental-social-and-governance/) [ Learn More ](https://www.afiniti.com/environmental-social-and-governance/) --- ## Responsible AI ### [Transparent AI](https://www.afiniti.com/responsible-ai/transparent-ai/) **Published:** February 27, 2026 **Author:** Daniyal.Khan@afiniti.com **Content:** # Transparent AI. Measurable Impact. ## Safeguarding Results and Providing Visibility Across Every Step of AI Operations. [ Download Full Responsible AI Program ](https://www.afiniti.com/wp-content/uploads/2026/02/Afiniti-Responsible-AI.pdf) ## Modelling and Testing AI modeling and testing is subject to robust AI governance processes and controls. Runtime algorithms are subject to strict SLAs and interaction models are refreshed nightly to ensure the best possible caller/agent pairings #### Runtime Algorithms Runtime algorithms subject to strict SLAs and failsafe controls - Pairing decisions made in < 50ms - Preexisting client call center operational constraints are strictly adhered to Callers are being paired with the existing set of agents #### Interaction Model Historical data is used to determine the expected payoff of different caller and agent pairings Interaction models and associated variables dynamically evolve to ensure best possible pairings - Our models are retrained and refreshed nightly OFF sample allows for analysis and improvements to the pairing models #### Validation Gated process to validate across all stages - Pre-deployment, deployment, and post-deployment In the deployment phase Afiniti performs a cutover to Monitor Mode and validates every operational aspect before switching ON the solution Periodic testing conducted to ensure models and data used don’t introduce bias (in conjunction with our clients, since Afiniti does not access/process customer protected data). #### Sample Algorithms - Utilization control - Wait time thresholds - Complex incumbent routing - Call flow adaptively estimated - Agent availability adaptively estimated #### Sample Models - Expectation maximization (EM) clustering - Maximum likelihood - Bayesian models (including hierarchical) - Generalized models (linear and non-linear) #### Validation Techniques - Control for over-fitting - Matching strategy validation - Comparative advantage validation - Continuous ON/OFF benchmarking ### Afiniti Risk Mitigation by Deployment Stage 01 ### Pre-Deployment - ###### Global Data Risk Categorization (low, medium, and high) to deter bias and discrimination (including known proxies) Process controls to remediate medium and high risk data elements in the collection and organization stages of Afiniti’s data supply chain - ###### Data Elements Documented to include purpose, risk level, location, etc. - ###### Dual Data Architecture supporting Afiniti’s purpose: Discovery and Consumption - ###### Organizational Controls to implement in each stage of the data supply chain when processing, labeling and preparing data for consumption 02 ### Deployment - ###### Phased Approach Monitor Mode > FIFO > Cutover to validate before switching ON the solution - ###### Priority Signals (more than 50) are part of our deployments i.e., signals for client assurance including agent utilization and caller waiting times - ###### Continuous Benchmarking ON and OFF benchmarking to review impact of Afiniti across customer segments available from structured data - ###### Configurable to constrain potential bias based on metrics - ###### Model Re-Training system for mitigating any potential bias 03 ### Post-Deployment - ###### Access to Variables (and learning ability for model performance monitoring and logging over time - ###### Signals and Controls in place to raise alarms - ###### Model Historical Views (production uptime, revenue impact, operational impact) - ###### Afiniti Can temporarily switch back to Monitor mode as needed for risk mitigation purposes ### Transparent Outputs #### Client specific dashboards ensure transparent outputs across performance and operational metrics. ![Performance metrics](https://www.afiniti.com/wp-content/uploads/2026/02/Performance-metrics_v3.jpg "Performance metrics") ##### Performance Metrics - Calls optimized - Conversion rate - Lift delivered - Incremental saves - Incremental revenue ![Operational metrics](https://www.afiniti.com/wp-content/uploads/2026/02/Operational-metrics.webp "Operational metrics") #### Operational Metrics - Calls handled - Match rate - Abandon rate - Average wait time - AHT ![Aggregated agent dashboards](https://www.afiniti.com/wp-content/uploads/2026/03/Aggregated-agent-dashboards.jpg "Aggregated agent dashboards") #### Aggregated Agent Dashboards - Top scorers - Highest conversion - Highest revenue per call - Lowest handling time - Best performing region ### Client Risk & Compliance Adherence Analysis ###### Using ON and OFF attribution, Afiniti will provide the necessary information allowing the client to conduct an independent analysis to ensure compliance. [](/responsible-ai/how-it-works/) Previous #### How Afiniti AI Works [ ](https://www.afiniti.com/?p=20586) Back to #### Responsible AI Overview [ ](https://www.afiniti.com/?p=20149) [](/responsible-ai/) ### Get the Comprehensive Responsible AI Program ### Get the Comprehensive Responsible AI Program [ Download Full Responsible AI Program ](/wp-content/uploads/2026/02/Afiniti-Responsible-AI.pdf) --- ### [How It Works](https://www.afiniti.com/responsible-ai/how-it-works/) **Published:** February 27, 2026 **Author:** Daniyal.Khan@afiniti.com **Content:** # How Afiniti AI Works ## How Our AI Learns, Pairs, and Optimizes Performance Responsibly [ Download Full Responsible AI Program ](https://www.afiniti.com/wp-content/uploads/2026/02/Afiniti-Responsible-AI.pdf) ## Afiniti as a Fully Managed Service Historical data is used to build interaction algorithms, which predict the outcome of all possible caller/agent pairings based on previous similar interactions. Data is refreshed nightly, so the algorithms continue to learn as caller and agent behavior evolves. ![Afiniti as a fully managed service](https://www.afiniti.com/wp-content/uploads/2026/02/Updated-Afiniti-as-a-fully-managed-service-new.svg "Afiniti as a fully managed service") ### Precise Attribution Through Unbiased Benchmarking Afiniti is the only company that uses built-in benchmarking to measure the exact incremental value our technology delivers. By turning our AI “ON” and “OFF” throughout the day, we are able to prove the real impact on your key business metrics. ### Factors That Affect Performance #### Data Model performance is directly correlated with the amount of data available for each caller and agent - Telephony - Outcomes - Contextual - Operational - Third-party vendor sourced data #### Variability Variation in possible matches is the basis for optimization - Caller tenure - Caller history - Caller profile - Caller intent - Agent experience - Agent work shift - Offers available - Product mix - Competitor information #### Scale and Choice As free agents or calls in queue accumulate, our opportunity to pair increases ### AI Management Framework ![Input Data](/wp-content/uploads/2026/02/Input-data-.jpg) ![Modeling & Testing](/wp-content/uploads/2026/02/Modeling-testing.jpg) ![Outputs & Analysis](/wp-content/uploads/2026/02/Outputs-analysis.jpg) 01 ### Input Data Input data, vetted and approved by the client, goes through rigorous selection process to ensure merit and deter bias ###### Data Used - Telephony - Outcomes - Contextual - Operational - Third-party vendor sourced data (if client approves) ###### Data Not used - Agent surveys - Protected class data - Web scraped data 02 ### Modeling & Testing AI modeling and testing, subject to robust AI governance process and controls, ensures operational stability and successful outcomes ###### Data Not Used Controls ensure run time algorithms don’t affect operational performance outside of approved SLAs. Should the Afiniti service be impacted, the routing will revert to the client’s legacy routing. ###### Interaction Models Controls ensure run time algorithms don’t affect operational performance outside of approved SLAs. Should the Afiniti service be impacted, the routing will revert to the client’s legacy routing. ###### Validation Multipronged model validation and testing of comparative advantage and pairing strategies to confirm operational performance. 03 ### Outputs & Analysis Client specific dashboards ensure transparent outputs across performance and operational metrics ###### Sample Dashboards - Telephony data - Outcomes data - Operational data - Operational data ###### Periodic Bias Testing Periodic testing conducted to ensure models and data used don’t introduce bias (in conjunction with our clients, since Afiniti does not access/process customer protected data). ###### Client Compliance Analysis Afiniti provides which caller was paired with which agent and outcomes data allowing the client to conduct independent analysis to ensure risk and compliance adherence. ### Input Data Afiniti builds its pairing algorithms and models using multiple data sources that enable identification of patterns of success. Each data element is vetted and approved by the client and is fully documented. Additionally, Afiniti conducts account level reviews to ensure all data are collected and consumed ethically. #### Data Used ###### Telephony Data Outbound and inbound call details sourced from the dialer/ACD and/or CTI engine I.e. dialer data, IVR attached data, DNIS, ANI, call start & end times, agent ID information. ###### Operational Data Environment information, used to understand agent behavior and events affecting call center (as necessary) i.e. agent compensation, skilling and training. ###### Third-Party Data Commercially procured data on consumers to aid in matching and identification. ###### Outcomes Data Outcomes of interactions between callers and agents I.e. new customers, customers retained, cross-sell offers accepted, promises to pay kept. ###### Contextual Data Data about callers and their recent interactions I.e. CRM data, recent journey analytics and any internal customer analysis / segmentation. #### Data Not Used ###### Agent Surveys ###### Protected Class Data ###### Web Scrapped Data ### How Afiniti Uses Data ![Data transfer](/wp-content/uploads/2026/02/Data-transfer.jpg) ![Data processing and matching](/wp-content/uploads/2026/03/Data-processing-and-matching.jpg) ![Data design](/wp-content/uploads/2026/02/Data-design.jpg) ![Data security](/wp-content/uploads/2026/02/Data-security.jpg) ![Data transfer](/wp-content/uploads/2026/02/Data-transfer.svg) ### Data Transfer Two-phased process: - Secure read-only access to enable discovery of relevant data for Afiniti’s AI solution - Transfer only the minimal data for consumption, respecting data ownership and privacy ![Data processing and matching](/wp-content/uploads/2026/02/Data-processing-and-matching.svg) ### Data Processing and Matching Afiniti performs data processing (i.e. matching of calls and outcomes) on the Afiniti appliance ![Data design](/wp-content/uploads/2026/02/Data-design.svg) ### Data Design The client provides business logic to extract certain events and cases from raw records; Afiniti provides data and queries to support reconciliation of measurement. ![Data security](/wp-content/uploads/2026/02/Data-security.svg) ### Data Security Data remains behind the client’s firewalls, data sources are mutually agreed and fields can be encrypted/hashed as necessary. Previous #### Responsible AI Overview [ ](https://www.afiniti.com/?p=20149) [](responsible-ai/) Up Next #### Our Transparent Outputs [ ](https://www.afiniti.com/?p=20589) [](/responsible-ai/transparent-ai/) ### Get the Comprehensive Responsible AI Program ### Get the Comprehensive Responsible AI Program [ Download Full Responsible AI Program ](/wp-content/uploads/2026/02/Afiniti-Responsible-AI.pdf) --- ## Industry Reports ### [4 Ways AI Can Improve the Customer Experience](https://www.afiniti.com/industry-reports/4-ways-ai-can-improve-the-customer-experience/) **Published:** December 14, 2025 **Author:** Daniyal.Khan@afiniti.com **Content:** ## UNLOCK THE REPORT # Unlock the Future of Insurance with CX AI Our whitepaper, ‘4 Ways AI Can Improve the Customer Experience – and Boost Profitability for Insurance Carriers,’ explores how AI is transforming customer service in the insurance industry. Discover how AI-driven solutions can enhance customer interactions, increase loyalty, and drive profitability. Download now to see real-world case studies and strategies for integrating AI into your operations. [ Get The Report ](#) ![](https://www.afiniti.com/wp-content/uploads/2025/12/InsuranceWhitepaper_4Ways11.jpg "InsuranceWhitepaper_4Ways1(1)") **Tags:** Whitepaper **Categories:** Whitepaper --- ### [5 Ways to Deliver Personalized CX That Converts](https://www.afiniti.com/industry-reports/5-ways-to-deliver-personalized-cx-that-converts/) **Published:** December 15, 2025 **Author:** Daniyal.Khan@afiniti.com **Content:** ## UNLOCK THE REPORT # 5 Ways to Deliver Personalized CX That Converts Discover how leading enterprises are using AI to deliver personalized customer experiences at scale. This quick-read ebook shares five proven strategies to boost satisfaction, revenue, and ROI — without disrupting your operations. Download the ebook now to see what outcome-based personalization can do for your business. [ Get The Report ](#) ![](https://www.afiniti.com/wp-content/uploads/2025/12/5ways-report.jpg "5ways report") **Categories:** Industry Report --- ### [Unlock the Future of Your Contact Center with Outcome-Oriented AI](https://www.afiniti.com/industry-reports/outcome-oriented-ai-for-contact-centers/) **Published:** February 4, 2026 **Author:** Daniyal.Khan@afiniti.com **Content:** ## UNLOCK THE REPORT # Unlock the Future of Your Contact Center with Outcome-Oriented AI AI is everywhere in the contact center – routing, automation, analytics, QA – yet outcomes still lag because intelligence is fragmented across disconnected systems. In our market study with CMP Research, we reveal why traditional AI stacks fail to optimize decisions end-to-end, and why leading enterprises are shifting to Outcome Orchestration to connect data, decisions, and measurable results. Assess how well your contact center is set up for orchestrating outcomes. [ Get The Report ](#) ![CMP Report](https://www.afiniti.com/wp-content/uploads/2026/02/CMP-Report.jpg "CMP Report") **Categories:** Whitepaper --- ### [The Inner Circle Guide to Chatbots, Voicebots & Conversational AI](https://www.afiniti.com/industry-reports/the-inner-circle-guide-to-chatbots-voicebots-conversational-ai/) **Published:** June 29, 2026 **Author:** shaban.ahmad@afiniti.com **Content:** ## UNLOCK THE REPORT # The Inner Circle Guide to Chatbots, Voicebots & Conversational AI Web chat automation has stalled. Rules-based bots have hit their ceiling. And customers are arriving with more complex issues than ever. Drawing on surveys with over 400 UK & US contact centers, this independent research by ContactBabel, supported by Afiniti, examines why traditional automation has stalled and what AI-enabled chatbots and voicebots can do that their predecessors couldn’t. From reducing excessive wait times to improving voice self-service and cutting the $12B annual cost of customer authentication, the report maps the business case, the implementation path, and the pitfalls to avoid. [ Get The Report ](#) ![Poster for 'The Inner Circle Guide to Chatbots, Voicebots & Conversational AI' featuring the ContactBabel logo and Afiniti credit.](https://www.afiniti.com/wp-content/uploads/2026/06/ICG-Chatbots-and-Voicebots-1-1.jpg "ICG-Chatbots-and-Voicebots-1jpg") **Tags:** isFeatured **Categories:** Industry Report --- ## Legals ### [Patents](https://www.afiniti.com/legal/patents/) **Published:** October 20, 2023 **Author:** shaban.ahmad@afiniti.com **Content:** # Patents The following Afiniti services and products are protected by patents in the United States and elsewhere. This webpage is provided to satisfy the patent marking and virtual patent marking provisions of various jurisdictions including the virtual patent marking provision of the America Invents Act. The following list of Afiniti services and products may not be all inclusive, and other Afiniti services or products not listed here may be protected by one or more patents. #### Afiniti Pairing™ Service Protected by U.S. Patents: 8295471, 8359219, 8433597, 8472611, 8565410, 8634542, 8644490, 8670548, 8699694, 8712821, 8718271, 8731178, 8737595, 8750488, 8781100, 8781106, 8824658, 8879715, 8903079, 8929537, 9020137, 9025757, 9215323, 9277055, 9288325, 9288326, 9300802, 9413894, 9426296, 9462127, 9654641, 9680997, 9686411, 9692898, 9692899, 9699314, 9712676, 9712679, 9774740, 9781269, 9787841 9871924, 9888120, 9888121, 9917949, 9924041, 9930180, 9942405, 9955013, 10027812, 10027811, RE46986, 10044867, 10051124, 10051125, 10051126, 10057422, 10110745, 10110746, 10116795, 10116797, 10116800, 10122860, 10135986, 10135987, 10135988, 10142473, 10142478, 10142479, 10165123, RE47201, 10244117, 10257354, 10284727, 10298762, 10298763, 10320984, 10320985, 10320986, 10326882, 10326884, 10334107, 10348900, 10348901, 10375246, 10404861, 10419615, 10419616, 10496438, 10509669, 10509671, 10511716, 10567586, 10623565, 10659613, 10666805, 10708430, 10708431, 10708432, 10721357,10750023, 10750024, 10757260, 10757261, 10757262, 10757264, 10791223, 10827073, 10834259, 10834263, 10860371, 10863026, 10863028, 10863029, 10863030, 10867263, 10873664, 10893146, 10897540, RE48412E, 10917526, 10924612, RE48476E, 10951766, 10951767, 10958789, 10965813, 10970658, 10972610, 10979569, 10979570, 10979571, 10986231, RE48550, 10999439, 11019212, 11019213, 11019214, 11044366, 11070674, 11115534, 11115535, 11122163, 11144344, 11165908, 11178283, RE48846, RE48860, 11196865, 11206331, RE48869, 11218597, 11250359, 11258905,11258907, 11265420, 11265421, 11265422, 11269682, 11283930, 11283931, 11290595, 11316978, 11356556, 11363142, 11399096, 11418651, 11425248, 11425249, 11445062, 11467869, 11470198, 11509768, 11595522, 11611659, 11647119, 11677876, 11695872, 11736614, 11743388, 11778097, 11831808, 11863708, 11876931, 11915042, 11922213, 11936817, 11954523, 11972376, 12008494, 12022029, 12075003, 12120268, 12120271, 12212717, 12307292, 12355919, 12452317. Additional patents may be pending in the U.S. and elsewhere. --- ### [Privacy policy](https://www.afiniti.com/legal/privacy-policy/) **Published:** November 20, 2024 **Author:** shaban.ahmad@afiniti.com **Content:** # Privacy policy *Effective: October 19, 2021 | Last updated: May 2026 | Last reviewed: May 2026* #### Introduction This privacy policy covers Afiniti’s (“we,” “us,” or “our”) collection, use, and disclosure of personal information through the [Afiniti website](https://staging.afiniti.com/) (the “Site”) and in various services provided by Afiniti to its clients. This privacy policy also describes your rights and choices with respect to your personal information. If you have any questions about this privacy policy, please contact us at . For the purposes of data protection laws and regulations, Afiniti may be a controller (or joint controller) of the “Personal Data” or “Personal Information” (as defined below) we hold about you (i.e., Afiniti is responsible for, and controls the processing of your Personal Data) or a processor or service provider, depending on the service, data, or how Afiniti is situated with respect to its clients and you. This privacy policy does not apply where we are a processor or service provider. Where that is the case, each of our clients would be the controller and their respective privacy policies will apply. If you are a resident of the state of California, please see the [California Privacy Disclosures](#California-Privacy-Disclosures) section below for additional California-specific privacy disclosures. #### Information Collection Under data protection laws and regulations, some of the information processed by Afiniti is defined as “Personal Data,” or “Personal Information,” which means any information relating to an identified or identifiable natural person. An identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person. The categories of information we may collect include: - **Personal Information about website visitors and prospective clients or partners**. We collect Personal Information from website visitors and prospective clients or partners who contact us through our Site. In this context, we may collect your first and last name, phone number, email address, and any other information that you voluntarily submit to us through our “Contact Us” form, Afiniti Link Interest Form, or other means of communication. - **Personal Information about prospective employees**. We collect information about prospective employees when they submit a job application form on our Site. For example, we may collect an applicant’s first and last name, phone number, email address, city and country of residence, and any other information that the applicant voluntarily submits to us, such as information contained in a cover letter, resume, or curriculum vitae. - **Personal Information about the employees of our clients or partners when you contact us for customer support, for example, if you are having any technical issues when using our services**. We collect information about our clients’ and partners’ employees such as their e-mail address, employee ID, as well as details of interactions with us through Afiniti’s service desk (the “**Service Desk**”). The Service Desk offers 24/7 telephone support should you encounter any issues with our services. - **Information about the original or current provider of your telephone number**. We receive information about the original or current provider of your telephone number from third parties for the following purposes: to (i) build, evaluate and improve Afiniti’s models and algorithms for optimizing call routing; (ii) analyze the effectiveness of Afiniti’s services; and (iii) generate and analyze trends in the aggregate. - **Other information collected via passive collection and tracking technologies**. Like most websites, in addition to the information described above, we also gather certain other information automatically. This information may include Internet protocol (IP) addresses, browser type, Internet service provider (ISP), referring/exit pages, the files viewed on our Site (e.g., HTML pages, graphics, etc.), operating system, date/time stamp, general location, and/or clickstream data. We and our third-party service providers may collect such information using the following technologies: - **Server Logs**. When you use the Site, we automatically receive and record certain information from your computer (or another device) and your web browser. To collect such information, we may use server logs or applications that recognize your computer and gather information about its online activity. - **Cookies and similar technologies**. Afiniti and our service providers use cookies and similar technologies to provide our Site and ensure it works for you, analyze trends, administer the Site, track users’ movements around the Site, and gather information about our user base as a whole. Please see the table in the ‘Cookies’ section below which further describes the cookies we enable on the Site. If you are concerned about having cookies on your computer, you can set your browser to refuse all cookies or to indicate when a cookie is being set, allowing you to decide whether to accept it. You can also delete existing cookies from your computer. However, if you choose to block or delete cookies, certain features of the Site may not operate correctly. #### Analytics Provided by Others We partner with certain third parties to engage in analytics, auditing, research, and reporting. These third parties may use server logs or pixel tags, and they may set and access cookies on your computer or other device. In particular, the Site uses [Google Analytics](https://marketingplatform.google.com/about/analytics/), Hubspot, LinkedIn, and [Cloudflare Web Analytics](https://www.cloudflare.com/web-analytics/) to help collect and analyze certain information for analytics purposes. You may opt out of the use of cookies by Google Analytics [here](https://tools.google.com/dlpage/gaoptout). These companies and others may use cookies, pixel tags, or similar technologies in order to analyze and track data, determine the popularity of content, and better understand your activity. We may combine the information that we collect with additional information that we or third parties collect in other contexts, such as our communications with you via email or phone, or your customer service records. In those circumstances, we will treat the combined information in accordance with this privacy policy. We may also derive information or draw inferences about you based on the information we collect. For example, we may make inferences about your approximate location based on your IP address. #### Cookies You can find more information about the individual cookies we use and the purposes for which we use them below. #### Strictly Necessary Cookies These cookies are essential for afiniti.com to function and cannot be switched off in our systems. They are set only in response to actions you take, such as setting your privacy preferences or submitting forms. They do not store any personally identifiable information. You cannot opt out of these cookies as they are required for the site to operate. **Provider****Cookie Name(s)****Duration****Party**HubSpot (Cloudflare)\_\_cf\_bm, \_\_cfruidSession1st PartyCivic UKCookieControl3 months3rd Party#### Performance Cookies These cookies allow us to count visits and measure traffic sources so we can measure and improve the performance of afiniti.com. They help us understand which pages are most and least popular, and how visitors move around the site. All information collected is aggregated and anonymous — we cannot use it to identify you individually. If you do not allow these cookies, we will not know when you have visited our site and will not be able to monitor its performance. **Provider****Cookie Name(s)****Duration****Party**Google Analytics\_ga, \_ga\_13 months1st PartyGoogle Analytics\_gid24 hours1st PartyGoogle Analytics\_gat, \_dc\_gtm\_1 minute1st PartyHubSpot\_\_hstc, hubspotutk13 months1st PartyHubSpot\_\_hssc30 minutes1st PartyHubSpot\_\_hssrc, hs\_ab\_testSession1st PartyLinkedInAnalyticsSyncHistory, lms\_analytics30 days3rd Party#### Targeting Cookies These cookies are set by afiniti.com and our advertising partners to build a profile of your interests and show you relevant adverts on other sites across the web. They do not store directly personal information but uniquely identify your browser and device to enable this targeting. If you do not allow these cookies, you will experience less personalised advertising, though you will still see ads. **Provider****Cookie Name(s)****Duration****Party**Google Ads\_gcl\_aw, \_gcl\_dc, \_gcl\_au, \_gcl\_gs, \_gac\_90 days1st PartyGoogle (DoubleClick)IDE13 months3rd PartyLinkedInbcookie1 year3rd PartyLinkedInUserMatchHistory, lms\_ads30 days3rd Party#### Functionality Cookies These cookies enable enhanced functionality and personalisation on afiniti.com, such as live chat via HubSpot, remembering your communication preferences, and linking your enquiry history to your contact record. If you do not allow these cookies, some or all of these features may not function correctly. **Provider****Cookie Name(s)****Duration****Party**HubSpot\_\_hs\_opt\_out, \_\_hs\_do\_not\_track, messagesUtk13 months1st PartyHubSpot\_\_hsmem1 year1st PartyLinkedInlidc1 day3rd PartyLinkedInli\_gc6 months3rd PartyLinkedInbscookie1 year3rd Party#### Information Use Afiniti uses the information that it collects for a variety of purposes, including to: - Contact our clients and partners or prospective clients and partners, respond to requests for information about Afiniti, and send marketing emails; - Communicate with you regarding changes to our policies, other terms and other administrative information such as reminders and technical updates; - Process and evaluate job applications that we receive from prospective employees; - Administer the Site, conduct internal auditing, and troubleshoot technical or user issues on the Site; - Count and recognize visitors and users of the Site and analyze how individuals use our services; - Improve our existing products and services or create new products and services; - Assist you with your customer support queries should you encounter any problems when using our services, for example, when you liaise with the Service Desk. Please note that we may record your interactions with the Service Desk for the purposes of quality assurance and for training purposes. However, we will make reasonable efforts to notify you before any recording takes place; - Prevent and detect fraud and other activities that may violate Afiniti’s policies in order to protect the security of Afiniti, our property or the property or physical safety of any person or third party; - Generate and analyze trends in the aggregate; and - Comply with legal and/or regulatory requirements. For the purposes of UK and EU data privacy laws, our lawful basis for the above purposes is generally that these purposes are necessary for our legitimate interests in one or more of the following: business administration, ensuring you and your business are duly provided with our services, responding to your queries and resolving any issues you may have regarding the Site or our services, ensuring the quality of our services, making sure our staff are well-trained, making you aware of any changes to our policies, terms and other such technical updates, providing you with information you have requested, generating and developing our business, informing our marketing strategy, maintaining security and preventing fraud, improving the Site to ensure that content is presented in the most effective manner for you and protecting Afiniti, its staff, its property, third parties or members of the public. From time to time, we may contact you with information about our products and services, including sending you marketing messages and asking for your feedback on our products and services. You can opt out of receiving marketing messages at any time by clicking on the unsubscribe link at the bottom of our marketing emails. We may aggregate any of the information we collect (so that it does not directly identify you). We may use aggregated information for purposes that include testing our IT systems, research, data analysis, improving the Site and developing new products and features. When we do this, we will not seek to re-identify such information. We may also share such aggregated information with others. #### Information Disclosure Afiniti may disclose the information that it collects to third parties for a variety of purposes, such as: - **Affiliates**. We may share Personal Information with our corporate affiliates for the purposes described in this privacy policy. - **Third-party service providers and business partners**. We may use third-party service providers engage our business partners to help us provide our services, such as managing and maintaining our information systems. - **Legal purposes**. We may use or disclose your Personal Information to third parties when we believe, in our sole discretion, that doing so is necessary: - To comply with applicable laws or a court order, subpoena, request from government or law enforcement, or other legal process; - To investigate, prevent, or take action regarding illegal activities, suspected fraud, violations of our terms and conditions, or situations involving threats to our property or the property or physical safety of any person or third party; - To establish, protect, or exercise our legal rights or defend against legal claims; or - To facilitate a merger, acquisition, or sale of all or a portion of Afiniti’s assets. Where appropriate, you will be notified via email or a prominent notice on our website of any change in ownership, uses of your Personal Information, and choices you may have regarding your Personal Information. - **De-identified or aggregated information**. Afiniti also may share de-identified and/or aggregated information about users of our services, such as by publishing a report on trends in the usage of the Sites. - **With your consent**. We may disclose your information to any other third party with your prior consent. #### Your Rights and Choices Depending on where you live, you may have the following rights in respect of your Personal Information that we hold. If you wish to exercise one of these rights, please contact us at with “Consumer Rights Request” in the subject line or, if you reside in the United States, you can also call 1-866-467-8688 and enter the Service Code 1144. For your protection, we might only implement requests with respect to the information associated with the particular email address you use to send us your request, and we may need to verify your identity before implementing your request. Further, please note that if the exercise of these rights limits our ability to process Personal Information (such as in the case of a deletion request), we may no longer be able to provide you our products and services or engage with you in the same manner. a) **Right of access**. The right to obtain certain information about and obtain access to your Personal Information. b) **Right to rectification/correction**. The right to obtain rectification or request correction of your Personal Information where that Personal Information is inaccurate or incomplete. c) **Right to erasure/deletion**. The right, in certain circumstances, to obtain the erasure or request deletion of your Personal Information. d) **Right to portability**. The right to portability, where it applies, allows you to move, copy or transfer Personal Information easily from one organization to another. e) **Right to restriction**. The right, in some circumstances, to require us to limit the purposes for which we process your Personal Information. f) **Right to object**. The right to object to any processing based on our legitimate interests in certain circumstances. You can also object to our direct marketing activities for any reason by clicking the unsubscribe link set out in any marketing communication you receive. g) **Right to withdraw consent**. If you have provided consent to any processing of your Personal Information, you have a right to withdraw that consent. h) **Right to nondiscrimination**. We will not discriminate against you for exercising your privacy rights. #### Data Retention Afiniti will retain information for as long as reasonably necessary to accomplish the purposes described in this privacy policy. To determine the appropriate retention period for Personal Information, we consider the amount, nature and sensitivity of the Personal Information, the potential risk of harm from unauthorised use or disclosure of your Personal Information, the purposes for which we process your Personal Information and whether we can achieve those purposes through other means, as well as the applicable legal, regulatory, tax, accounting or other requirements. Afiniti may need to retain and use certain information for an extended period to comply with our legal obligations, resolve disputes, and enforce our agreements. #### California Privacy Disclosures These California Privacy Disclosures apply to you if you are a resident of the state of California. The California Consumer Privacy Act (the “**CCPA**”) requires us to disclose certain information regarding the categories of Personal Information we collect. For the business and commercial purposes described in the [Information Disclosure](#Information-Disclosure) section above, we disclose the following categories of Personal Information to the following categories of recipients: **Category of Personal Information****Category of Recipients**IdentifiersService providers and corporate affiliates.Internet or other electronic network activity informationService providers and corporate affiliates.We do not sell the Personal Information we collect. #### Your California Rights As a California resident, you have the right to request access to and correction or deletion of your Personal Information. Please see “[Your Rights and Choices](#Your-Rights-and-Choices)” above for more information about how to exercise your rights and how we will verify your requests. If you are submitting a rights request as an authorized agent, you are required to submit proof of your authorization to make the request, such as a valid power of attorney or proof that you have signed permission from the individual who is the subject of the request. Please do not provide any sensitive Personal Information in connection with this request, such as a driver’s license or other government-issued ID. In some cases, we may be required to contact the individual who is the subject of the request to verify his or her own identity or confirm you have permission to submit this request. If you are an authorized agent seeking to make a request, please email with “Authorized Agent California Rights Request” in the subject line or call 1-866-467-8688 and enter the Service Code 1144. #### **Additional disclosures for individuals in the EU** **Legal basis for processing** If you are an EU resident, our legal basis for processing Personal Information, as described above, will depend on the type of information at issue and the purpose for which it is collected and used. The lawful bases for which we process your Personal Information are: 1. the provision of Personal Information by you may be necessary for the performance of any contractual relationship we have with you; 2. where it is necessary for compliance with our legal obligations; 3. where it is necessary to pursue our legitimate interests except where such interests are overridden by your data protection interests or fundamental rights and freedoms. Further details of our legitimate interests are set out in the ‘Information Use’ section above. In addition to the rights described above, you also have the following rights: **Right to lodge a complaint**. Where UK or European data privacy laws apply, you also have the right to lodge a complaint to your local data protection authority. Further information about how to contact local data protection authorities in the EU is available at [http://ec.europa.eu/justice/data-protection/bodies/authorities/index\_en.htm](http://ec.europa.eu/justice/data-protection/bodies/authorities/index_en.htm) and in the UK at . #### Third Party Sites and Content Our Site may include links to other websites and embedded content such as videos provided by third parties or social media plugins. Those parties’ privacy practices may differ from those of Afiniti. If you engage with any of those third-party providers, your information is governed by their privacy statements. We encourage you to carefully read the privacy statement of any website you visit. #### International Data Transfers In providing our service to clients, it may be necessary for us to transfer your Personal Information outside of the country in which it was collected, or your country of residence, when transferring it to other entities or offices within Afiniti and our service providers and business partners located in other countries. If you are based in the UK or European Economic Area (“**EEA**”), your Personal Information may be transferred to or accessed from territories outside the UK or EEA which are not governed by data protection laws equivalent to those in force within the UK and EU respectively. Where applicable data protection laws apply, and Personal Information is transferred by us, and/or made available, to a recipient outside the EEA or UK, we take steps to put in place appropriate safeguards to protect your Personal Information, including: transferring your Personal Information to a country, territory, sector, or international organization which the appropriate supervisory authority has determined ensures an adequate level of protection, as permitted under applicable data protection laws; or entering into standard contractual clauses in a form approved by the appropriate supervisory authority, obliging recipients to protect your Personal Information as required under applicable data protection laws. Further details regarding the appropriate safeguards we put in place are available upon request. #### Security The security of your Personal Information is important to us. We use commercially reasonable physical, technical, organizational and administrative safeguards to protect your Personal Information against loss or unauthorized access, use, modification, or deletion. However, no security program is 100% secure, and thus we cannot guarantee the absolute security of your Personal Information. If you have any questions about the security of your Personal Information, you may contact us at . #### Children’s Privacy The Site is not directed to, and we do not knowingly collect or solicit Personal Information from, children under the age of 18. #### Changes to this Privacy Policy We may update this privacy policy to reflect changes to our information practices. If we make any material changes, we may deem it appropriate to notify you by means of a notice on our Site. We nonetheless encourage you to review this page periodically for the latest information on our privacy practices. #### Contact Us If you have any questions about our privacy practices, or would like to contact our Data Protection Officer, please contact us at . For questions regarding our privacy policies or practices, you can also visit our [contact page](https://staging.afiniti.com/contact/) or write to us at: 1 Hatch Street Upper 6th Floor Dublin 2, Ireland --- ### [Code of Conduct](https://www.afiniti.com/legal/code-of-conduct/) **Published:** March 13, 2024 **Author:** Daniyal.Khan@afiniti.com **Content:** ## Code of Conduct #### Building Trust with Our People At Afiniti, we are committed to the highest standards of ethical business conduct and the practice of business by all applicable laws, rules, and regulations. These ideals drive our decision to adopt the following Code of Conduct (this “Code”) and a host of other policies governing the conduct of our employees, officers, and directors. [Code of conduct link here](https://media.graphassets.com/RgRsCMypR22q8xnmtPBI) [Download Code of Conduct ](/wp-content/uploads/2026/04/Afiniti-CoC-2026.pdf) --- ### [Modern slavery](https://www.afiniti.com/legal/modern-slavery-statement/) **Published:** October 20, 2023 **Author:** shaban.ahmad@afiniti.com **Content:** # Modern slavery statement #### Afiniti Europe Technologies Ltd. – Modern Slavery Act Statement 2026 **Financial Year:** This Statement covers the financial year ending 31 December 2026 and is made pursuant to Section 54 of the UK Modern Slavery Act 2015 (the “Act”). It applies to Afiniti Europe Technologies Ltd., its parent company Afiniti NewCo Holdings, and all subsidiaries and affiliates (collectively, “Afiniti”, “we”, “our”, or “the Company”). Afiniti NewCo Holdings is the parent company of Afiniti Europe Technologies Ltd., which is based in the United Kingdom. #### Understanding Modern Slavery Modern slavery can occur in various forms, including servitude, forced or compulsory labour, and human trafficking, all of which involve the deprivation of a person’s liberty to exploit them for personal or commercial gain. This Statement’s use of the term “modern slavery” has the meaning provided in the Act. #### Our Commitment We are committed to conducting business ethically, lawfully, and transparently, and we do not tolerate any form of modern slavery or human trafficking within our operations or supply chain. Our Code of Conduct sets out the ethical standards expected of all Afiniti employees globally and provides clear guidance on integrity, respect, and accountability. - All employees receive a copy of the Code of Conduct upon joining and are required to sign an annual declaration confirming their understanding and adherence. - Employees receive periodic training to ensure that these principles remain central to our culture. - The Code outlines our expectations of suppliers and vendors, which are reinforced through supplier onboarding and due diligence processes. Our ethical commitment forms part of Afiniti’s broader Environmental, Social and Governance (ESG) strategy and aligns with our human rights obligations under the UN Guiding Principles on Business and Human Rights. #### Organizational Structure and Supply Chain Afiniti develops and operates enterprise artificial intelligence solutions across global markets. While our supply chain is relatively low risk compared with manufacturing or manual labour industries, we remain vigilant and expect all suppliers—direct and indirect—to share our commitment to ethical conduct and human rights. #### Due Diligence and Risk Assessment Afiniti has established processes to identify, assess, and manage modern slavery risks within our supply chain. We take the following steps: - Conduct risk assessments to identify operations or suppliers potentially exposed to higher modern slavery risks (e.g., in certain geographies or industries). - Include anti-slavery clauses and contractual obligations in supplier agreements, requiring compliance with the Act and Afiniti’s ethical standards. - Request vendors and suppliers to self-certify compliance with the Act. - Reserve the right to audit suppliers and terminate contracts where evidence of non-compliance or modern slavery is identified. - Apply enhanced due diligence, including pre-screening and ongoing monitoring, for suppliers in higher-risk categories. Where risks are identified, Afiniti engages directly with the supplier to ensure appropriate remediation and preventive actions. #### Training and Awareness Our Procurement, Legal, and Compliance teams receive training to recognize signs of modern slavery and to act if concerns arise. All employees are encouraged to complete periodic modern slavery awareness training, which emphasizes: - Identifying risk indicators. - Reporting suspected violations. - Conducting business with integrity and respect for human rights. Training completion rates are tracked annually as part of our compliance monitoring program. #### Measuring Effectiveness Afiniti is committed to assessing the effectiveness of our actions. To measure progress, we monitor: - Percentage of suppliers that have confirmed compliance with the Act. - Percentage of employees completing Code of Conduct and modern slavery training. - Any reported or substantiated cases of modern slavery within Afiniti or its supply chain. - The results of supplier audits and corrective action plans. These metrics are reviewed annually by the Compliance and ESG teams to evaluate progress and identify areas for improvement. #### Reporting Concerns Afiniti’s Reporting and Anti-Retaliation Policy provides guidance on how employees can raise concerns confidentially and without fear of reprisal. Since September 2018, Afiniti has maintained a confidential whistleblower hotline operated by an independent provider. Employees and third parties can report concerns by: - Contacting the hotline - Emailing compliance@afiniti.com. Reports may relate to: - Suspected exploitation or human trafficking by anyone acting on behalf of Afiniti or its suppliers. - Conduct that could violate the Act. - Concerns that a person or organization may be preparing to engage in acts contrary to the Act. Afiniti promptly investigates all reports, ensures cooperation from relevant parties, and takes appropriate corrective or disciplinary action when necessary. #### Remediation and Safeguards If an incident of modern slavery is identified, Afiniti is committed to ensuring remediation for affected individuals and addressing root causes in our operations or supply chain. #### Corrective actions may include: Requiring the supplier to take immediate corrective steps. - Providing or facilitating access to victim support where appropriate. - Terminating contracts with suppliers unwilling or unable to meet required standards. - Implementing preventive measures to reduce future risk. #### Future Commitments Looking ahead, Afiniti will: - Continue enhancing our risk assessment and supplier engagement processes. - Publish future statements on the UK Government’s Modern Slavery Statement Registry once mandatory. - Review this Statement annually and update our training and due diligence practices as required. This Statement has been approved by the Board of Directors of Afiniti Europe Technologies Ltd. --- ### [Supplier Code of Conduct​](https://www.afiniti.com/legal/supplier-code-of-conduct/) **Published:** October 1, 2025 **Author:** shaban.ahmad@afiniti.com **Content:** # Supplier Code of Conduct #### Building Trust with our Vendors At Afiniti, we are committed to the highest standards of ethical business conduct and the practice of business by all applicable laws, rules, and regulations. These ideals drive our decision to adopt the following Supplier Code of Conduct and a host of other policies governing the conduct of our suppliers and vendors. [Download Supplier Code of Conduct ](/wp-content/uploads/2025/10/Supplier-Code-of-Conduct.pdf) --- ### [Afiniti DATA PROCESSING ADDENDUM](https://www.afiniti.com/legal/afiniti-data-processing-addendum/) **Published:** February 7, 2025 **Author:** Irfan Q **Content:** # Data Processing Addendum *Last updated Feb 07, 2025*. This Data Processing Addendum (“**DPA**”) between the Client and Afiniti supplements and forms a part of the Services Agreement (the “**Agreement**”) between the Parties. In the event of any inconsistency or conflict between this DPA and the Agreement, this DPA will govern. This DPA will survive termination of the Agreement. 1. ###### **Definitions** Unless otherwise set out below, each capitalized term in this DPA shall have the meaning set out in the Agreement and if not defined in the Agreement, will have the meaning given to it under applicable Data Protection Laws. In this DPA, unless the context requires otherwise: 1. “**Afiniti’s Third-Party Data**” means any personal information related to Customers lawfully and independently acquired by afiniti to provide the Services. 2. “**Agent**” means an individual employee, agent, or contractor of Client. 3. “**Controller**” has the meaning provided under applicable Data Protection Laws and shall also include “Business” as defined by applicable Data Protection Laws. 4. “**Customer(s)**” mean Client’s actual or prospective customers; Customers are Consumers and/or Data Subjects as defined by applicable Data Protection Laws. 5. “**Data Protection Laws**” means all privacy laws, regulations, standards, regulatory guidance, and self-regulatory guidelines that may apply to Client or Service Provider. Law includes, but is not limited to, the California Consumer Privacy Act, Cal. Civ. Code §§ 1798.100 et seq., the California Privacy Rights Act of 2022 (Cal.Civ.Code §§1798 et seq.) (“CPRA”), and other United States data protection and data privacy laws, as supplemented by regulations as amended from time to time. 6. “**Personal Information**” means any information with respect to the services provided by Client to Afiniti that could be reasonably linked, directly or indirectly, with a particular Customer or Agent, regardless of the media on which such information is stored (e.g., on paper or electronically), and includes “Personal Data” and “Personally Identifiable Information” or any other similar terms as defined under applicable Data Protection Laws. With the exception of Afiniti’s Third-Party Data, Personal Information is the exclusive property of Client (hereinafter, “Client Personal Information”). 7. “**Processing**” means any operation or set of operations which is performed on Personal Information, or on sets of Personal Information, whether or not by automated means, and “**Process**” will be interpreted accordingly; 8. “**Security Incident**” means any accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to, any Client Personal Information on afiniti’s system or within its control; 9. “**Sell**” and “**Share**” shall have the meaning provided by Data Protection Laws. 10. “**Service Provider**” has the meaning provided under applicable Data Protection Laws and shall also include “Processor” as defined by applicable Data Protection Laws. 11. “**Services**” means the service(s) provided by afiniti to Client under the Agreement; 12. “**Subprocessor**” means any Processor engaged by afiniti who agrees to receive Client Personal Information directly from afiniti. 2. ###### **Role of the Parties; Business Purpose** 1. The Parties acknowledge and agree that: 1. For the purposes of the Agreement and this DPA, afiniti will act as a Service Provider in its performance of its obligations pursuant to the Agreement. 2. For the purposes of the Agreement and this DPA, Client will act as a Controller in its performance of its obligations pursuant to the Agreement. 2. Afiniti is Processing Personal Information on behalf of Client for the Business Purpose of performing services on behalf of the business, including providing customer service and providing analytic services, as more specifically described in the Agreement. 3. ###### **Afiniti’s Responsibilities for Processing Personal Information** 1. **Processing Based On Instructions.** afiniti will comply with all applicable Data Protection Laws, including providing the same level of privacy protection as required by Client. afiniti will only Process Client Personal Information in accordance with: 1. the Agreement, to the extent necessary to provide the Services to Client; and 2. Client’s written instructions. unless Processing is required by applicable laws to which Afiniti is subject, in which case Afiniti shall, to the extent permitted by applicable laws, inform Client of that legal requirement before Processing that Client Personal Information. 2. If afiniti determines that it can no longer meet its obligations under the CCPA and these regulations, afiniti will notify Client no later than five (5) business days after making that determination. 3. **Assistance and Cooperation.** Upon Client’s written request, Afiniti will update, correct, delete, supplement, transfer, and provide Client with access to Client Personal Information in Afiniti’s possession or control. Afiniti will cooperate with and assist Client in complying with applicable Data Protection Laws, including but not limited to assisting with data protection impact assessments, audits, and consultations with regulatory bodies. 4. **De-Identified Data.** Afiniti may Process Personal Information in De-Identified form, provided that Afiniti will: (i) take reasonable measures to ensure that such data cannot be associated with a Customer or Data Subject; (ii) Process such data only in a de-identified fashion and only for its internal business purposes; (iii) not attempt to re-identify such data; (iv) contractually obligate any recipients of such data to comply with this section; and (v) publicly commit to complying with this section, such as through a prominent disclosure in its privacy policy, on its website, or similar means. For purposes of this DPA, “De-Identified Data” means data that cannot reasonably be used to infer information about or otherwise be linked to a Data Subject or has the meaning otherwise provided under applicable Data Protection Law. 4. ###### **Client’s Responsibilities for Processing Personal Information** 1. The Client shall provide all notices and obtain all consents as required under applicable Data Protection Laws for the lawful Processing of Client Personal Information by Afiniti in accordance with the Agreement. 2. The Client agrees to defend, indemnify and keep indemnified, and hold harmless, at its own expense, Afiniti against all costs, claims, damages and expenses incurred by Afiniti or for which Afiniti may become liable due to any failure by the Client to comply with subsection 4.1. 3. The Client acknowledges that Afiniti is reliant on the Client for direction as to the extent to which Afiniti is entitled to use and process the Client Personal Information. Consequently, Afiniti will not be liable for any claim brought against the Client by any consumers arising from any act or omission by Afiniti to the extent that such act or omission resulted from the Client’s instructions or the Client’s use of the Services. 5. ###### **Subprocessors** 1. **Requirements for Subprocessor Engagement.** When engaging any Subprocessor, afiniti will: 1. ensure via a written agreement that: 1. the Subprocessor only accesses and uses Client Personal Information to the extent required to perform the obligations subcontracted to it and does so in accordance with the Agreement and this DPA; and 2. the same obligations are imposed on the Subprocessor with regard to their Processing of Client Personal Information, as are imposed on afiniti under this DPA. 6. ###### **Prohibitions on the Processing of Personal Information** 1. The following provisions apply to Client Personal Information to the extent it is subject to the Data Protection Laws: 1. **Processing of Client Personal Information.** Afiniti shall not Sell or Share Client Personal Information. Afiniti shall not collect, Process, or retain Client Personal Information (i) for any other commercial purpose other than providing the Services to Client pursuant to the Agreement; and (ii) outside the direct business relationship between Client and Afiniti, including to combine or update Personal Information with information received from or on behalf of another source or collected from Afiniti’s own interactions with a Data Subject unless permitted by applicable Data Protection Law. 2. **Disclosure of Client Personal Information.** Afiniti shall not Sell, Share, disclose, release, transfer, make available or otherwise communicate any Client Personal Information to another business or third-party without the prior written consent of Client unless and to the extent that such disclosure is made to a Subprocessor for a business purpose pursuant to Section 5 of this DPA. Notwithstanding the foregoing, nothing in this DPA shall restrict Afiniti’s ability to disclose Client Personal Information to comply with applicable laws or as otherwise permitted by the Data Protection Laws. 7. ###### **Data Security and Audits** 1. **Afiniti Security Obligations.** Afiniti shall implement appropriate technical and organizational measures to protect the Client Personal Information to ensure a level of security appropriate to the risk relating to the nature of the Personal Information. 2. **Security Audits.** The Client may, upon reasonable notice and at reasonable times, audit (either by itself or using independent third-party auditors) Afiniti’s compliance with the security measures set out in this DPA. Afiniti shall assist with, and contribute to, any audits conducted in accordance with this clause 7.2, provided that such audits are not carried out more than once a year. The Client shall reimburse any costs or expenses incurred by Afiniti in granting access to its data processing facilities or procuring access to its Subprocessors’ data processing facilities. 3. Client shall have the right to take reasonable and appropriate steps to ensure that Afiniti uses Personal Information in a manner consistent with Client’s business obligations under the applicable Data Protection Laws. 8. ###### **Consumer Rights** 1. Unless otherwise required by applicable law, Afiniti shall promptly notify Client of any request received by Afiniti or any Subprocessor in respect to Client Personal Information. 2. Afiniti shall, where reasonably possible, assist Client with ensuring its compliance under applicable Data Protection Laws by implementing appropriate technical and organizational measures, insofar as this is possible, for the fulfillment of Client’s obligation to respond to requests for exercising consumer rights as described in the Data Protection Laws and in particular shall: 1. reasonably assist Client with responding to requests to correct, delete, access, or copy Client Personal Information within its possession or control, or 2. promptly correct, delete, access, or copy Client Personal Information within the Services at Client’s request. 9. ###### **Government Disclosure** 1. **Government Disclosure.** Afiniti shall promptly notify the Client of any request for the disclosure of Client Personal Information by a governmental or regulatory body or law enforcement authority (including any data protection supervisory authority) unless otherwise prohibited by law or a legally binding order of such body or agency. 10. ###### **Duration and Termination** 1. **Deletion of data.** Subject to clause 10.2 below, Afiniti shall, within ninety (90) days of the date of termination of the Agreement: 1. if requested to do so by the Client, return a copy of all Client Personal Information by secure file transfer in such a format as notified by the Client to Afiniti; and 2. delete and use reasonable efforts to procure the deletion of all other copies of Client Personal Information Processed by Afiniti or any Subprocessors. 2. Afiniti and its Subprocessors may retain Client Personal Information to the extent required by applicable laws and only to the extent and for such period as required by applicable laws and always provided that Afiniti shall ensure the confidentiality of all such Client Personal Information and shall ensure that such Client Personal Information is only Processed as necessary for the purpose(s) specified in the applicable laws requiring its storage and for no other purpose. ---