1. Intent-Based Predictive Routing with Sentiment Analysis: SentioManager v2 now includes sentiment analysis to enhance intent-based routing. The continuous triaging algorithm ranks interactions not only based on the importance and urgency of the intent, but also allows the sentiment to dynamically adjust prioritization. This ensures that interactions with positive or negative sentiments are handled appropriately with the right priority and the best-matched agent, improving customer satisfaction and engagement.

2. SentioSimulator for predictive traffic simulation: The new SentioSimulator feature allows users to simulate incoming traffic and predict the effectiveness of the intent-based routing algorithm. This capability is also pivotal for automating SLA (Service Level Agreement) management, ensuring that routing adjustments are self-regulating and optimized for incoming traffic.

3. Advanced SLA Insights: SentioManager v2 provides comprehensive insights into SLA attainment, offering users an immediate overview of SLA management effectiveness. This feature highlights the impact of customer interactions on key performance indicators (KPIs) such as customer churn, Net Promoter Scores (NPS), customer satisfaction (CSAT), and sales metrics.

4. Seamless Integration with BYOB (Bring Your Own Bot): In our commitment to preventing ecosystem lock-in by existing CCaaS and CEC players, we continue to support various conversational AI platforms. With the release of SentioManager v2, we are excited to introduce our enhanced Seamless Hand-off API. This API, now publicly available on our development hub  (https://developers.sentio.cx/welcome.html), ensures smooth integration with your conversational AI platform.

5. Human-In-The-Loop Orchestrator for RPA (Robotic Process Automation): SentioManager v2 includes a Human-In-The-Loop orchestrator, which is crucial for processes requiring real-time human intervention. This feature prioritizes tasks based on the importance or urgency of intent and/or sentiment, and matches them real-time with the right experts possessing the necessary skills and proficiency levels.