Avaya Experience Platform (AXP)

Customer initiates a chat on the clinic website.

Avaya AI bot retrieves appointment data via API from the EHR system.

Bot offers alternative time slots based on real-time availability.

Customer selects a slot; the bot updates the database and sends a confirmation SMS via AXP.

Bank backend flags a suspicious transaction.

AXP triggers an automated outbound call/SMS to the customer.

Customer uses voice biometrics to authenticate identity.

If fraudulent, the system automatically bridges the customer to a fraud specialist.

Customer calls the support line.

IVR recognizes the phone number and identifies an active shipment.

AI provides real-time GPS tracking data via text-to-speech.

Customer is offered an option to receive a link for visual tracking on their mobile device.

System detects a 200% spike in calls from a specific geolocation.

AXP automatically adjusts routing priorities to prioritize emergency keywords.

Non-emergency calls are diverted to an automated AI information portal.

Real-time dashboards alert supervisors to reallocate agents from other departments.

Customer uploads photos of car damage via a mobile app link sent by AXP.

AI analyzes images for preliminary damage assessment.

Workflow engine routes the claim to a specific adjuster based on the vehicle type.

Status updates are pushed via the customer's preferred digital channel (WhatsApp/Email).

Agent identifies a complex hardware issue.

Agent initiates a one-click video escalation within the Avaya Workspace.

Customer uses their camera to show the hardware problem.

Agent uses AR annotation to guide the customer to the correct port.

Utility company triggers a mass outbound notification through AXP.

System sends personalized messages based on the customer's specific grid location.

Interactive options allow customers to report localized hazards (e.g., downed lines).

Responses are aggregated into a map for field technicians.