About Infinity
Infinity as a platform, exemplified by Avaya Infinity, enables businesses to create unified customer journeys across multiple communication channels such as chat, voice, SMS, and email without losing context. It integrates real-time backend data to empower agents with full conversation history, reducing customer frustration and accelerating issue resolution. The platform centralizes reporting, analytics, and automation to optimize performance and customer experience. Its extensible architecture supports current and future communication channels, ensuring adaptability. Additionally, it offers AI-agnostic flexibility, allowing businesses to orchestrate multiple AI models including large language models and task-specific AI to enhance interaction workflows and operational efficiency.
AI Agent Use Cases
• AI agents can autonomously manage and route customer interactions across channels, maintaining context to ensure seamless conversation continuity. They can dynamically select and orchestrate different AI models within workflows to personalize responses based on customer segment or query complexity. Furthermore, AI agents can automate performance monitoring and generate actionable insights from unified analytics to optimize agent workflows and improve customer satisfaction.
Available Actions
These are the specific actions that AI agents can perform with this tool