The Solution

“The proliferation of bots and ChatGPT has sparked a strong desire to not only optimize automated responses, but also to create harmony among bots, agents, and knowledge workers. At SentioCX we focus on the latter as we believe that chatbots and live agents should work together seamlessly to provide the best possible customer experience”.

The best match

We don’t simply route chats based on First-In-First-Out or present a list of ‘open chats’ to live agents, but constantly determine the best match between customer and agent based on  a sophisticated new AI based algorithm.

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The SentioCX solution elements and points of integration


Allows integration of different Bot and Conversational AI vendors


A tool to administer agents and knowledge workers, use-cases and to classify intents and customer profiles


A BI tool to gain insights in customer experience KPI’s & operational efficiency


A named agent license fully embedded Into your CEC workspace

What is unique about SentioCX?

The SentioCX engine is the heart of the system, powering the Intent-based Intelligent routing (IIR) algorithm.

Intent-based Intelligent Routing (IIR)

Transferring chats to live agents with the relevant skills and proficiency levels, based on customer’s real-time intents -derived from the bot- and historical customer profile.

In addition to a customer’s profile, SentioCX’s Intent-based Intelligent routing transfers chat/voice bot dialogues based on a combination of the customer’s real-time intent derived from the bot and historical customer profile retrieved from a CRM system. It matches the customer’s intent and profile to live agents or knowledge workers with the relevant skills and proficiency levels.

We don’t simply route chats based on First-In-First-Out or present a list of ‘open chats’ to live agents, but use Artificial Intelligence and Machine Learning in particular to determine the best match between the customer and the agent. The SentioManager application, embedded in Chatwoot, Zendesk or Salesforce, is the tool to specify which intent from the bot/Conversational AI application is classified for hand-off. Furthermore, an importance or urgency level is assigned to the intent, while the relevant agent skills are being assigned to the intent to ensure an optimal match between the customer and the agent.

When predictive waiting time exceeds service levels, SentioCX dynamically allocates additional agents & knowledge workers and/or temporarily declassifies low priority intents to keep these related chats in the bot. When service-levels can be met again, the lower priority intents will be reclassified again to further allow hand-off to live agents.

Publishing “Predictive Waiting time”

Publishing a ‘predictive wait time’ through the bot dramatically improves customer service.

Publishing Predictive Waiting Time before hand-off to a Live Agent

Research has shown that 54% get frustrated that they don’t have immediate access to a live agent when needed. 66% will no longer wait for more than 2 minutes for assistance. Furthermore, 54% say it takes too many questions for the bot to recognize that it can’t answer their issue.

Immediately recognizing an intent which should initiate a seamless hand-off to a live agent and publishing a predictive wait time within the bot dialogue helps to dramatically improve customer service. The heart of SentioCX’s Intent-based Intelligent Routing considers predictive wait time of what we call adequate agents to become available to handle incoming chats. This predictive wait time can further be used in a bot dialogue to publish the waiting time a customer needs to wait before an agent takes over the chat from the bot.

Adding Voice/Video

Switching from chat to voice or video instantly, by pushing a button in the chat widget.

Adding Voice/Video after chat is being routed to right agent

There are multiple occasions that a customer wants to switch from chat to voice or video. SentioCX provides a capability to switch from chat to voice or video instantly, by pushing a button in the SentioCX widget which is integrated into the Sales or Service Management application such as Zendesk, Chatwoot or Salesforce.

Reserve agents/Knowledge workers

Reserve agents or knowledge workers can be notified to make themselves available to handle incoming chats.

Reserve agents/Knowledge workers

SentioCX makes it possible to extend live agents to the entire enterprise – not only to the current service desk or customer agent pool. Reserve agents can be notified to make themselves available, which includes knowledge workers anywhere in the organization. This is done to ensure that customers get answers on highly specialized requests in a timely manner.

Furthermore, the most talented agents should not be penalized by handling even more workload. Not only does SentioCX selectively route conversations to appropriate agents with matching skills and proficiency, but it also prevents agents from becoming overloaded by making reserve agents available in case service levels are exceeded.

Intent classification and declassification

Creating an optimal match between the customer and the agent based on priority and urgency of the intent and the skills/ proficiency levels of the agents.

Intent classification and declassification

SentioCX takes the friction and frustration out of the customer Service Process by ensuring a better match between the customer’s intent – captured by the bot – and the agent’s skills and proficiency levels.

If the pool of agents remains insufficient, low priority intents can be automatically declassified to allow agents to handle higher priority chats/calls and to keep chats with lower priority intents in the bot.

Advanced insights and analytics

Sentio Insights – One Universal  reporting tool to have insights across bots and human agents and measure service level attainment, abandoned chats, agent productivity.

Advanced Insights and analytics

SentioInsights provides visibility through sophisticated BI capabilities

Ease of provisioning

As SentioCX is born in the cloud, ‘ease of provisioning’ was one of the key design principles.

Ease of Provisioning

As our solution is born in the cloud, we take pride of providing ease of provisioning to dramatically reduce complexity.

Deep integration and open API’s

Deep integration into Conversational AI and bot technology as well as CRM/ITSM/Service Management applications such as Zendesk and Chatwoot to avoid duplication of administration.

The SentioCX seamless hand-off API is a set of endpoints and data models available for third party companies to collaborate with SentioCX.

Furthermore, SentioCX integrates with Business Intelligence solutions and Data Visualization tools as wel as UCaaS and CCaaS solutions.