Product
Our product is a pure play proactive human-in-the-loop orchestration platform to integrate AI agent and conversational AI platforms with Customer Engagement or Contact Center Platforms. It ensures effortless transitions through continuous triaging between digital channels and human experts or agents based on business impact. Furthermore it provides Intelligent Pairing to match the user, through real time recognition of intents, emotion and other signals (e.g. churn, customer status) with the right human expert with the right skills and proficiency levels. The net effect is a positive impact on business KPIs and an optimum of self-service and human intervention.
The SentioCX solution consists of the following components:
SentioCX integrates into a CEC or CCaaS solution for a native user experience and provides an Open API to AI agent and conversational AI platforms.
Revolutionary intent-based intelligent routing and real-time triaging based on self-adjusted service-levels
Delivering personalized experiences at scale with increased precision and velocity by optimizing operational focus on high-value/high priority interactions
sentio/manager
SentioManager, designed for heads of Customer Experience, provides role-based access with the following capabilities:
- Agent or Knowledge Worker Configuration: Set up, add, or upload skills and complement proficiency levels for existing or newly assigned skills.
- Bot Configuration: Add or modify conversational AI platforms.
- Hand-off Management: Includes critical components like intent classification, customer profile classification and response management.
- Sentio Insights: Actionable insights for KPI optimization.
Enhance Your CEC & CCaaS platform with SentioCX integration:
SentioCX augments an existing CEC (Customer Engagement Center) or CCaaS (Contact Center as a Service) platform with capabilities from SentioCX. It provides a native user experience and avoids configuration duplication from an existing CEC or CCaaS platform.
Classifying intents for hand-off based on priority and required skill & proficiency
Once an intent is recognized a hand-off is requested to pair the customer with the right agent within self-adjusted service levels based on priority.
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SentioCX on Zendesk marketplace:
SentioCX App Integration with Zendesk Application Suite.
Checkout SentioCX for Zendesk:
Actionable insights for KPI optimization
Sophisticated business intelligence and analytics tools to enhance performance metrics and to optimize relevant KPIs and to get insights in SLAs.
Powerful Business Intelligence
Insights in customer experience KPI’s & operational efficiency. Chat reports provide insights in chatbot usage, human hand-over and abandoned chats and chats transferred within SLA’s.
Role-based access
for CX Managers and supervisors
Instant insights
in chatbot usage, live agent transfers, abandoned chats and chats transferred within SLA’s
Trend analysis
over a pre-defined period of time
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sentio/seamless handoff API
SentioCX is setting a new standard in the industry
With the SentioCX Seamless Handoff API, Conversational AI and bot vendors can now offer advanced capabilities for Human-In-The-Loop orchestration, thereby making the bot smarter by recognizing when human intervention is desired or required. The seamless handoff API implements a Handoff Protocol. For more information: