Delighting Customers
Using data for a personalized, predictive and proactive customer experience based on intent, sentiment and business impact.
Harmonizing Automation and Human Interaction
Proactive orchestration between AI agents and human experts to positively impact business outcomes.
Current challenges in the Customer Experience industry
Long Hold Times
Hold times have increased by more than 50% over the last two years.
Conversational & Generative AI
Conversational and AI-agent platforms are driving a significant transformation in customer self-service. To ensure this new wave of technology delivers exceptional customer experiences, proactive Human-In-The-Loop orchestration is essential for enabling timely human intervention when needed.
Impact on customer retention
59% feel companies have lost touch with the human element of customer experience.
Seamless transitions improve Customer Experience across a range of metrics and boost loyalty, but they also save time and resources. In fact, 93% reported high customer satisfaction (CSAT) when there was a seamless channel transition to a human agent.
Impact on agent retention
76% of all customer service agents have experienced symptoms of burn-out.
71% have considered quitting.
What is the Solution?
AI orchestration
Optimize business impact by removing friction
Drive predictable service level attainment and reduce operational costs
Intelligent Pairing
Engage pro-actively with the right expert when it matters
Avoid being endlessly redirected without resolution
Real-time customer intent data, captured by the AI agent, is combined with signals such as historical customer profiles and contextual information. This data is used by the SentioCX engine to ensure an optimal match between the customer and the right human expert. The engine takes into account the priority and urgency of the customer’s intent, as well as the skills and proficiency levels of available experts. With SentioCX, customers are more likely to get the right answer the first time, minimizing friction and improving satisfaction.
If experts are busy, the AI can proactively provide a Predictive Wait Time through the bot, keeping customers informed and setting expectations. Additionally, reserve agents—knowledgeable experts across the organization—can be notified to assist, ensuring timely support for specialized requests. Furthermore, when service levels are expected to exceed thresholds, conversations with lower priority intents can be automatically and temporarily deactivated to ensure high-impact conversations are not compromised.
By offloading routine inquiries to the chatbot, agent workloads decrease, leading to cost savings and improved operational efficiency. As a result, customers enjoy faster, more accurate service, while agents focus on higher-value interactions, ultimately enhancing customer satisfaction.
For companies that have already adopted AI agent and conversational technologies, SentioCX continues to drive operational optimization, reduce costs, and improve customer service and retention. This results in increased customer satisfaction and optimized revenue, with a seamless, efficient transition from AI agents to human experts —ensuring customers are assisted by the right expert at the right time in their customer journey.
Customers no longer have to choose between Operational Efficiency and Customer Intimacy as a perfect harmony is created between AI agents and human experts
BLOG: Why Conversation Orchestration is essential to great AI driven customer service
by: Ronald Rubens & Brian Manusama
The value we deliver
Increase customer satisfaction and operational efficiencies
Addressing urgent and important customer situations while using bots and associated savings
Improve agent retention
Taking the friction and frustration out of the customer service process
Efficient use of agents and knowledge workers
Ability to take care - if and when needed - of the "most important” customers
Deep integration with existing CX solutions
Deeply integrated into Customer Engagement, ITSM, Service Mgt and Contact Center solutions. Eliminating the need for duplicate administration
Who is it for?
Companies that have bots
Increase customer satisfaction and agent retention while using bots and associated savings
Companies that are hesitant about bots
Ensure savings and an optimal customer experience, by adding frictionless, intelligent routing
Replacement for IVR
Better match agents and knowledge workers with incoming conversations for quicker customer resolution.
Specialized niches (lawyer’s offices, etc.)
In high stake situations, match customers immediately with the right expert.