List of Afiniti Customers
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Since 2010, our global team of researchers has been studying Afiniti customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Afiniti for Chatbots and Conversational AI from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Afiniti for Chatbots and Conversational AI include: Enel Energia, a Italy based Utilities organisation with 61192 employees and revenues of $84.63 billion, Virgin Media, a United Kingdom based Communications organisation with 15700 employees and revenues of $13.87 billion, G6 Hospitality, a United States based Leisure and Hospitality organisation with 8000 employees and revenues of $1.50 billion, Acromas Insurance Company, a United Kingdom based Insurance organisation with 100 employees and revenues of $10.0 million and many others.
Contact us if you need a completed and verified list of companies using Afiniti, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the Artificial Intelligence software purchases.
The Afiniti customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of Artificial Intelligence software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Acromas Insurance Company | Insurance | 100 | $10M | United Kingdom | Afiniti | Afiniti | Chatbots and Conversational AI | 2017 | n/a | In 2017, Acromas Insurance Company began procurement and design of Afiniti, deploying Afiniti as an AI Platform to introduce intelligent call routing across its contact centre. The Afiniti implementation was positioned to support contact centre decisioning and customer-agent pairing while aligning with the company’s broader data and insight programme. The deployment focused on AI call routing and behavioral pairing capabilities typical of the AI Platform category, and was configured to inform contact centre operations and Next Best Action workflows. This work ran in parallel with Speech Analytics implemented via Genesys Interaction Analytics, Business Intelligence reporting in Tableau, MI automation using SSRS, Data Science tooling in R and Python, a Voice of the Customer programme using Watermelon, and a Group data lake built on Microsoft Azure and Snowflake. Operational scope covered the contact centre and collaborated with underwriting, broking, and claims teams as part of a Data Enrichment project, linking Afiniti to the insurance value chain. Governance and rollout were controlled through the Insight Standards data governance framework and the Head of Insight & Performance, integrating call-routing decision logic with existing MI and analytics workflows and staged deployment across operational teams. | |
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Enel Energia | Utilities | 61192 | $84.6B | Italy | Afiniti | Afiniti | Chatbots and Conversational AI | 2018 | n/a | In 2018 Enel Energia implemented Afiniti as an AI Platform to optimize sales performance in its inbound free market contact center. The deployment targeted an estate handling 15,000 telesales and 40,000 customer care calls per day, defining the operational scope for real‑time interaction optimization. Afiniti Behavioral Pairing was configured to pair callers with agents using behavioral models, instrumenting automated routing and real‑time decisioning across sales and care queues. Configuration priorities included clean data structure, interaction telemetry, and model training pipelines to support continuous optimization consistent with AI Platform capabilities. Afiniti went live in both queues in January 2020, with the rollout aligned to commercial operations so the solution became embedded in telesales workflows. Enel stated that Afiniti fits well with its plan and has become an integral part of commercial strategy within the call center, reflecting governance that ties model outputs to sales process execution. Just three months after Afiniti Behavioral Pairing was implemented nearly 2 million interactions had been optimized, generating a six percent increase in service to sales and a three percent gain in telesales, outcomes Enel reported as exceeding expectations. The Enel Energia Afiniti AI Platform implementation illustrates an enterprise contact center use of behavioral pairing to drive measurable sales uplift while operating at high call volume scale. | |
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G6 Hospitality | Leisure and Hospitality | 8000 | $1.5B | United States | Afiniti | Afiniti | Chatbots and Conversational AI | 2018 | n/a | In 2018, G6 Hospitality began testing Afiniti as an AI Platform in the summer and moved the implementation to production in November 2018. The deployment covered 250 contact center representatives focused on guest experience and reservations, placing Afiniti at the center of reservation call handling and customer engagement workflows. Afiniti was configured to run real-time behavioral pairing and matching algorithms that assign incoming guests to the best-suited representative, operating as an always-on decision layer within contact center routing. The implementation supported rapid A/B style testing by toggling the algorithm on and off in short cycles, enabling direct comparison of call outcomes under algorithm-driven pairing versus baseline routing, and the pairing decision was completed in under 200 milliseconds to preserve call continuity. Operationally the Afiniti AI Platform was integrated into existing contact center routing so that representatives and reservation workflows remained unchanged and guests experienced no delay connecting with agents. The solution targeted the business functions of guest experience and reservations within G6 Hospitality contact centers, and it ran without disruption to ongoing operations while remaining transparent to front-line agents. Commercial governance for the engagement used a pay-for-performance pricing model, with G6 Hospitality assuming no upfront investment and compensating Afiniti only on the incremental gain delivered. Within months of going live, the on-off testing approach demonstrated a 4 percent revenue increase attributable to call center performance, and G6’s CIO described the implementation as an AI capability that operates seamlessly for guests and agents while enabling real-time system testing to validate benefits. | |
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Communications | 15700 | $13.9B | United Kingdom | Afiniti | Afiniti | Chatbots and Conversational AI | 2016 | n/a |
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Buyer Intent: Companies Evaluating Afiniti
- Paul Hastings, a United States based Professional Services organization with 2900 Employees
- Magic Bullet, a United States based Professional Services company with 25 Employees
- Tamiami Airport Business Association United States, a United States based Non Profit organization with 10 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
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