eCommerce & retail
Broken digital journeys are costing 21% of potential sales
$49B of revenue is lost due to abandoned conversations due to check-out problems or lack of channel transitions from digital channels to a human agent.
One Key Reason why customer journeys are broken:
Customers still can’t reach the Right Expert at the Right Time - When It Matters Most
Lost Sales
of potential B2B sales are lost due to poor digital experiences1)
Self-Service Gaps
use self-service, but only 14% fully resolve issues2)
AI Concerns
says It will become more difficult to reach a person2)
Eroding CX
decline in customer experience occurs when access to a human expert is difficult
1 ) B2B Insights: Accelerating B2B Sales with Digital B2B Commerce, Shopify/Deloitte
2) Gartner, 2024
Adding SentioCX as an AI-native orchestration layer that enhances precision in human intervention
to optimize transitions between AI agents and human experts when it matters
Prevent drop-off or friction
during the shopping journey
Leverage customer intent & context-awareness
to get to the right human expert at the right time and to drive first-time resolution
Drive measurable outcomes
to prevent loss in sales and
reduction in operational costs
The last mile in elevating the Customer Experience
Leverage “Intent and context awareness” for seamless transitions precisely when it matters
Customer Journey
Entering
Store
Customer starts
online journey
Needs help finding
the right product
or service
Chatbot or
AI agent
AI handles
interaction
Captures:
“I need help deciding
before I buy”
Assess
Impact
High value or
Risk of drop-off
Intents, sentiment,
buying signals,
shopping history
Pairing &
Triaging
Pairing with the right Human expert
Continuous Triage based on value and availability of expertise
Human
Expert
Timely and seamless
transition to best expert
Expertise and empathy
resulting in
First-Time-Resolution, and increased Sales
Resolution
Customer starts
online journey
Needs help finding
the right product
or service
AI handles
interaction
Captures:
“I need help deciding
before I buy”
High value or
Risk of drop-off
Intents, sentiment,
buying signals,
shopping history
Pairing with the right Human expert
Continuous Triage based on value and availability of expertise
Timely and seamless
transition to best expert
Expertise and empathy
resulting in
First-Time-Resolution, and increased Sales
Curious about
how it works?
Seamlessly Balancing Digital Self-Service with Human Assistance exactly when needed
Delighting
Customers
Using data for a personalized, predictive and proactive customer experience based on intent, sentiment and business impact.
Harmonizing Automation And Human Interaction
Using data for a personalized, predictive and proactive customer experience based on intent, sentiment and business impact.