Featuring: John Bolze, Senior Managing Director, Global AI Solutions Lead, Accenture
Use Case: Outcome-Based AI Deployment, Customer Experience Optimization
In a digital-first world, enterprises are no longer just looking for AI – they’re looking for measurable results. For John Bolze, Senior Managing Director and Global AI Solutions Lead at Accenture, the real promise of AI lies in its ability to drive outcomes that matter.
“What intrigued me about Afiniti was your ability to create an AI system whose only success is measured by driving outcomes.”
It’s not about flashy tech – it’s about business value. And in Afiniti, Accenture found a partner that could deliver precisely that.
From Data to Decision in 20 Milliseconds
Afiniti’s real-time pairing technology analyzes data, runs advanced algorithms, and matches the right customer to the right agent – all in just 20 milliseconds. It’s an invisible engine of growth that works at the heart of every interaction.
“The fact that in 20 milliseconds you’re making a decision that pairs the right agent to the right customer to drive growth is truly amazing.”
This kind of speed and precision transforms the contact center into a revenue engine—without compromising the human element.
Augmenting People, Not Replacing Them
At the core of Accenture’s vision is the belief that AI should enhance, not replace, human capability. Afiniti fits naturally into that ecosystem.
“We use AI to make the human better. You’re part of the ecosystem that uses AI to power humans and drive better interactions.”
By combining data, automation, and advanced learning models, this joint approach helps clients optimize customer experience across the entire journey – from IVR to agent interaction to post-call improvement.
Growth You Can Measure
The impact is tangible, and substantial. Clients working with Accenture and Afiniti are seeing customer growth that translates directly into millions of dollars in value.
“Knowing everything about a customer in real time and driving constant improvement to deliver lift… that metric is completely understood by our clients.”
That clarity in outcomes is what sets this AI system apart – and why it fits perfectly into Accenture’s strategic approach to enterprise transformation.
Key Takeaways
- AI should drive real outcomes.
Afiniti’s success is defined by measurable business growth, not just technical performance.
- Speed and intelligence go hand-in-hand.
Decisions made in milliseconds enable smarter customer experiences at scale.
- People remain central.
AI enhances agent performance and powers more meaningful human interactions.
- Value is the north star.
This partnership delivers millions in quantifiable growth for enterprise clients.
Want to see how outcome-based AI can elevate your customer experience?
See the full interview here.