Solutions for today’s enterprise customer experience (CX) and employee experience (EX) challenges.
Full-featured contact center solution.
Secure, dedicated and managed cloud contact center running on Microsoft Azure.
Scalable and advanced contact center-as-a-service.
Collaboration tools, seamlessly integrated into your Avaya portfolio.
Unified video, conferencing, messaging, and more on Microsoft Azure.
Call, meet, message, and more—all in one app.
Integrate collaboration apps with Avaya Communication portfolio.
Cloud-ready pathways that integrate Avaya with third-party APIs.
A full-featured unified comms platform managed on-premises.
Rely on our team of experts to help you get the most from your investment.
Consult with the experts to create your best customer journey.
Explore our complete portfolio of devices for individuals and conference rooms.
Move at your pace with Avaya’s hybrid cloud options.
Deliver effortless experiences for customers and employees at every touchpoint.
Help your contact center run smoothly, no matter where your employees are.
Find an Authorized Avaya Channel Partner in your part of the world.
Build new, innovative communications solutions via Avaya’s open solution platforms.
See our partnerships with leading technology companies for unique and value-adding solutions.
Explore all of the partner types and programs available at Avaya
Sell the Avaya portfolio with benefits, incentives, lead gen, training, and marketing resources.
Transition customers to the cloud fast and on budget, supported by Avaya services and features.
Stay up to date on Avaya's latest news and solutions.
Deliver innovative and complete solutions to your customers.
Get to know Avaya through our blogs. Insights on collaboration, customer experience, AI, digital.
Watch videos and listen to podcasts by topic or just browse what’s new. Interviews, solutions, how-to’s, more.
See inspiring ways companies are using Avaya solutions to change the world of work.
Engage with us in an immersive and interactive experience—on site, virtually, or a combo.
Look at what's new in our world—and how it benefits yours.
Learn about the privacy, compliance, and security inside Avaya solutions.
Review the terms and policies associated with Avaya software and services.
Access a full range of information and assistance for your Avaya solution.
For research and support, access our product documentation resources.
Meet Avaya experts at our events, webinars, expos, conferences and more.
In person or online, gain a full understanding of your Avaya solution and its capabilities.
Blogs
Emir Susic
Global Vice President, Avaya Customer Experience Services
In our AI-driven world, integrating the latest algorithms into customer experiences seems unavoidable. But there's a catch—if you want to see real business impact, you must humanize those interactions.
As the leader of Avaya's ACES (Avaya Customer Experience Services) team, I work closely with many of the world's largest enterprises to transform their customer engagement strategies. My team and I have seen firsthand how integrating AI and humanizing those interactions is critical for CX innovation and business growth—especially for organizations managing complex, large-scale "Mega-CX."
For these companies, the AI journey can't be one-size-fits-all. That's why the ACES team focuses on guiding customers to choose AI solutions tailored to their specific business goals. Maybe it's boosting agent productivity in the contact center. Perhaps it's personalizing digital engagements to increase sales. Or it could be detecting emerging issues in customer sentiment before they become crises.
Trust is Fragile. Without a human touch, customers feel like they're interacting with an automaton, not a trusted advisor. Even simple tweaks like an apology or clarification question when the AI doesn't understand can foster bonds.
Engagement Requires Empathy. AI that resonates emotionally keeps users invested and coming back. Look at Spotify’s personalized playlists with notes like “Because you listened to (insert your favorite artist here).” It makes the experience relatable.
Sales Follow Sentiment. Frictionless, empathetic AI nudges customers toward purchases in an organic way. Imagine a chatbot saying, “I saw you viewed those boots. Want me to pull up some options?” Conversions happen seamlessly.
Speak Human. Natural language processing (NLP) enables more intuitive interactions, like Google's context-aware searches. The more your AI communicates like a person, the better. Look for tools that allow you to customize language and insert brand personality.
Read the Room. Emotion detection lets AI tailor responses based on moods. Angry customer calls could auto-route to human reps based on sentiment analysis. AI can also detect confusion, impatience, excitement and more.
Personalize. Build ever-evolving user profiles, like Netflix’s “Top Picks for Emir.” The more bespoke the experience, the deeper the connection. Look for AI that gets smarter about individuals over time.
Simulate Human Quirks. Pepper conversations with affirmations (“I see”), empathy (“That must be frustrating”) and even humor. The right doses make AI more relatable. The new Grok chatbot understands this – by including a “rebellious streak” modeled after the “Hitchhiker Guide to the Galaxy” series.
Provide Swift Recovery. When AI stumbles, recovery is everything. Quick apologies, offers of help and clarification save relationships.
Reduce Churn. Humane experiences earn customer loyalty. Sephora’s virtual makeup advisor builds personal bonds that keep shoppers coming back. Expect reduced cancellations and return customers.
Boost Order Values. Trusted AI converts browsers to buyers. Amazon’s “Frequently bought together” leverages behavior data to encourage bigger baskets. Higher average order values quickly add up.
Enhance Your Brand. Seamless, friendly AI earns praise and referrals. Assistants like Grammarly wow users with their warm, helpful natures. Positive experiences drive word-of-mouth marketing.
While the tactical use cases differ across organizations, one truth remains constant: humanizing AI pays dividends across key business metrics. By starting from a perspective of empathy and connection, you can transform CX and drive remarkable outcomes.
The future is AI + Human. To drive results, infuse your tech with empathy. When algorithms connect on an emotional level, business outcomes follow. Invest now in humanizing your AI.
Learn more about our ACES team in this CX Today interview and take advantage of our latest ACES AI research.