Afiniti AgentsTM Agentic 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.
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.
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.
Schedule a Value Scan
Explore where outcome-optimized AI automation can create the greatest impact across your contact center operations.
Industry Specific Outcomes
Make every interaction count
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.
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.