SentioCX: Products That Deliver on the Promise of AI by Fixing the Last Mile
SentioCX restores trust in digital interactions at scale by predicting in real time when human support is needed, and connecting the Expert who is best equipped to help with the customer at the right moment.
Our goal: to help you drive growth, retain your customers, and prevent lost sales caused by broken customer journeys.
Orchestrating Human Expert Access in action
Old paradigm
- Queuing based on order of request (First-in First Out)
- No consideration of resource availability and expertise when handed-off from an AI agent
- Potentially long wait times/queues
solution
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Optimize higher-value
opportunities - Continuous decisioning based on the availability of expertise
Old paradigm
- Queuing based on order of request (First-in First Out)
- No consideration of resource availability and expertise when handed-off from an AI agent
- Potentially long wait times/queues
- Optimize higher-value opportunities
- Continuous decisioning based on the availability of expertise
Seamless Integrations with Industry Leaders
Purpose-Built to Orchestrate Every Moment that Matters
Intent-based Intelligent Routing (IIR)
Unlike traditional systems that rely on static queues and skill-based routing, SentioCX employs a patented AI-powered engine that continuously evaluates customer intent, sentiment, and context. This ensures that each interaction is paired in real-time with the most suitable human expert, enhancing resolution rates and customer satisfaction.
Continuous triaging to optimize business impact
Once intents are configured for pairing, priorities can be assigned, such as importance and urgency, to enable effective triaging. Additionally, real-time end-user sentiment, whether positive or negative, can be leveraged to dynamically adjust these priorities, ensuring that the most critical interactions receive timely attention.
Beyond pairing and assigning priorities to intents, SentioCX leverages specific data from Salesforce, such as the SalesCloud, Einstein and Agentforce. This data or signals may include churn predictions, fraud alerts, or compliance triggers, which will be used by the SentioCX engine to continuously identify and prioritize critical moments when customers require access to human experts. This may be particularly relevant in scenarios where personalized assistance can make a significant impact, such as preventing churn.
Predictive Wait Time Transparency
Research shows that 54% of customers get frustrated if they don’t have immediate access to a human expert, and 66% are no longer willing to wait more than 2 minutes for assistance.
That’s why accurately predicting and publishing wait times is vital to maintaining trust, reducing abandonment, and improving the customer experience, especially during critical, high-intent moments. SentioCX enables proactive wait time transparency, setting clear expectations before the handoff ever begins.
Access to the Experts Beyond the Contact Center, because the Enterprise is the Contact Center
SentioCX expands expert access by orchestrating not just front-line agents, but also reserve agents and knowledge workers across your organization — activating the right expertise, at the right time, for the right reason.
Whether triggered by a high-value intent, a sensitive moment, or a predicted volume peak, SentioCX ensures that knowledge workers can be assigned when needed, and reserve agents can expand front-line capacity — right when it matters most.
Automatically offer alternative options for lower value/ priority interactions when Expert capacity is at risk
When agent availability becomes constrained, SentioCX could intelligently and automatically deactivate lower-priority intents, keeping those interactions within the AI agent, bot or offering self-service alternatives. This ensures that your human experts are reserved for moments that matter most, protecting service levels and maximizing impact during periods of high demand.
Actionable insights and AI supervisor for KPI optimization
Sophisticated business intelligence and analystics tools to enhance performance metrics and to optimize relevant KPI’s and to get insights in Service Level attainment – even on an intent – level. Insights in customer experience KPI’s & operational efficiency.
AI supervisor
Provide recommendations and self-regulating adjustments aligned with business impact
Role-based acces
for CX Managers and supervisors
Instant insights
In AI agent and bot usage, human expert escalations, abandoned interactions and service level attainment
Trend analysis
over a pre-defined period of time
Sophisticated business intelligence and analystics tools to enhance performance metrics and to optimize relevant KPI’s and to get insights in Service Level attainment – even on an intent – level. Insights iin customer experience KPI’s & operational efficiency.
AI supervisor
Provide recommendations and self-regulating adjustments aligned with business impact
Role-based acces
for CX Managers and supervisors
Instant insights
In AI agent and bot usage, human expert escalations, abandoned interactions and service level attainment
Trend analysis
over a pre-defined period of time
sentio / seamless handoff API
SentioCX is setting a new standard in the industry
With the SentioCX Seamless Handoff API, AI Agent and Conversational AI platforms can now enable intelligent Human-in-the-Loop orchestration — recognizing when human intervention is needed and ensuring timely, context-aware handoffs. This API empowers vendors to make their solutions smarter and more responsive by implementing a standardized Handoff Protocol that facilitates seamless transitions to human experts when it matters most. For more information:
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.