Afiniti CX AI
Afiniti · Marketing
Afiniti is a contact center AI platform that pairs each customer with the agent most likely to convert, stay, or leave satisfied, and proves the lift with control group testing.
About Afiniti CX AI
What Is Afiniti
Afiniti is an enterprise AI company that sells outcome orchestration software to contact centers. It started in 2006 as a behavioral pairing vendor and now ships four products: Pairing, Agents, Orchestrator, and Insights. The company reports 1.4 billion calls handled and about 500 patents worldwide.
The problem it targets is wasted capacity. A contact center with 500 agents makes millions of assignment decisions a month, and most routing rules push the longest waiting caller to the next free seat. Afiniti scores each caller and agent pair instead, then sends the call to the seat with the best predicted result, whether that means a sale, a retained customer, or a shorter handle time.
The limits matter as much as the claims. Afiniti sells to large operations through a sales team, publishes no prices, and offers no self serve trial. Proof of value relies on a control group, so a queue needs enough volume before the numbers mean anything. The four products also assume your contact center already runs on a platform Afiniti can sit on top of, which means a homegrown phone system will need work first.
Getting Started
- Talk to the Afiniti sales team and describe the queues, channels, and outcomes you want to move.
- Connect the platform to your CCaaS, CRM, and telephony stack. Afiniti runs as an overlay, so agents keep their current desktop.
- Set a target outcome per queue, such as sales conversion, retention, or handle time, then let the model score live interactions.
- Read the uplift in the analytics dashboard, which compares the paired group against a randomly held control group.
Product Information
A quick look at Afiniti CX AI's pricing, supported platforms, and performance.
Best for
The users, tasks, and scenarios where this tool fits best.
Users
- Contact center operations leaders at large enterprises
- Revenue and retention teams in telecom, insurance, or financial services
- CX and analytics groups
Tasks
- Matching callers to agents
- Moving calls off hold with virtual agents
- Measuring whether routing changes worked
- Migrating to a new CCaaS platform
Scenarios
- A telecom sales queue where one extra point of conversion pays for the contract
- An insurer trying to cut churn at renewal
- A support line where handle time varies threefold between agents
Key features
Behavioral Pairing
Every inbound call is scored against every available agent, and the call goes to the pair with the best predicted outcome. The model learns from live interactions, so it adjusts as agents and the customer mix change. Afiniti says the overlay needs no agent retraining and no change to the agent desktop.
Control Group Measurement
Afiniti holds back a random slice of traffic and compares results against the paired group. That design turns a sales pitch into a number you can audit, and it's the basis for the company's $2.5 billion incremental value claim. If the lift disappears, you see it in the dashboard.
AI Virtual Agents
Agents covers voice and chat as a front of call assistant, an in queue agent, or both. It handles multi intent requests in one conversation, picks a persona that fits the caller, and escalates to a human when sentiment or conversion odds shift. The aim is a shorter queue, not a bot that traps people.
Orchestrator Decisioning
Orchestrator sits above the routing stack and rewrites business rules in real time. It coordinates SLAs, priorities, and planned events across systems, and it can carry logic through a CCaaS migration. Safe simulations let you test a rule change before it touches live traffic.
Insights Analytics
Insights merges contact center metrics, outcomes, and business data into one layer with anomaly detection. It simulates the impact of a change before you run it and recommends actions that tie back to Pairing, Agents, or Orchestrator. Useful when reporting lives in four separate dashboards.
Pros and cons
Pros
- Measured uplift: a held control group makes the gain auditable instead of anecdotal.
- Runs on top of existing systems: no rip and replace, and agents keep their current tools.
- Revenue focus: pairing targets conversion and retention, not only cost per contact.
- Four products that share data: routing, virtual agents, and analytics draw on the same model and the same outcome definitions.
- Patent depth: about 500 patents back the matching method, which is hard for a new competitor to copy quickly.
Cons
- No public pricing: budget approval means a sales cycle, and you can't estimate cost from the site.
- Volume requirement: control group testing needs enough traffic per queue before results are credible, so small teams won't see much.
- Integration work isn't zero: the overlay still needs access to your CCaaS, CRM, and telephony data, which means IT time.
- Thin public documentation: there are no developer docs or API reference on the site, so technical evaluation depends on calls with the vendor.
Frequently asked questions
Afiniti scores each customer and agent pair in a contact center, routes the interaction to the pair with the best predicted outcome, then measures the gain against a control group.
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