Resources
Routing, AI-to-human handoffs, SLA management, and the operations of great customer service.
Article · July 5, 2026
As AI agents absorb the routine work, the scarce resource becomes qualified human expertise — and the EU AI Act now demands that access to it be governed, not queued.
ReadArticle · May 14, 2026
Only 15% of consumers experience a seamless AI-to-human handoff. Why the sequential escalation model is broken, and why bilateral Human Access Infrastructure is the fix.
ReadArticle · January 25, 2026
What Anthropic's AI Constitution and Marc Benioff's Davos warning mean for enterprises: AI safety requires a human-oversight decision layer.
ReadPress release · September 23, 2025
SentioCX's ExpertLoop™, the AI-human routing engine, is now listed on Salesforce AppExchange, turning AI-to-human handoffs into high-impact resolutions.
ReadArticle · September 4, 2025
Exploring three AI eras, from today's specialized AI to AGI and superintelligence, and why human-in-the-loop orchestration will remain essential.
ReadArticle · June 16, 2025
Four myths slowing down human access in an AI agent era, and why ER-style triage beats FIFO queues in modern contact centers.
ReadArticle · May 12, 2025
Why the traditional contact center queue no longer fits the chatbot era — and how AI-enabled intent-based routing replaces static triage with dynamic, personalized pairing.
ReadArticle · December 2, 2024
Why legacy FIFO queues break AI-to-human handoffs, and how predictive intent-based routing creates flawless transitions to human experts.
ReadPress release · May 28, 2024
SentioCX launches SentioManager v2 with sentiment-aware predictive routing, SLA insights, traffic simulation, and BYOB integrations.
ReadArticle · May 16, 2024
Spain's 3-minutes law fines companies for slow customer service. How automated SLA management and continuous triaging meet the standard without adding headcount.
ReadArticle · November 28, 2023
Five reasons conversation orchestration and an effective human-in-the-loop are essential to seamless, frictionless AI-driven customer service.
ReadArticle · October 9, 2022
How 25 years in CX led to SentioCX: uniting customer intimacy and operational efficiency through AI-based intent routing and bot-to-agent handoffs.
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