API Overview
Seamless Handoff API sets a new standard in the industry for orchestrating conversations through the Seamless Handoff Protocol.
Seamless Handoff API is design the support the Bot first (see below).
Integration models
SentioCX helps in multiple deployment solutions:
"Bot first": seamless orchestration versus the "throw over the fence" integration
Chatbots integrate SentioCX as a handoff provider through Seamless Handoff API
Chatbots provides the communication channels with the Customer
SentioCX sits between the chatbot and CEC
SentioCX provides the conversation orchestration, the routing and the integration with any CEC
"Agent Bot" with proxy: augmentation of the Dialog Bot style integrations
CEC is the solution backbone and provides the communication channels with the Customer
Chatbot sits on the side and is configured as the first (virtual) "agent" the Customer interacts with
CEC integrates the Chatbot through SentioCX; SentioCX acts as a gateway to any Chatbot
SentioCX provides the conversation orchestration and the routing
Intelligent Routing add-on: intelligent routing for stricter integration workflow
CEC is the solution backbone and provides the communication channels with the Customer
Chatbot sits on the side and is configured as the first "agent" the Customer interacts with
SentioCX is configured as a routing add-on in CEC
Bot First
The customer interacts directly with the chatbot system, using its communication channels
The chatbot integrates Seamless Handoff API from SentioCX for handover to a human agent.
SentioCX provides the integration with a CEC through a dedicated connector.
Model advantages:
The Seamless Handoff Protocol provides superior flexibility and agility for the handoff process
The chatbot is in charge of the conversation flow until an agent is paired by SentioCX
CEC agnostic: hides all the CEC integration complexity from the chatbot
Challenges:
Customer Experience orchestration for advanced scenarios. The main challenge is to make the best decisions in uses cases like Returning Customer or End of Business Hours. Usually these are solved through complex Dialog Management implementations in the chatbot workflow. Seamless Handoff Protocol provides a superior approach in terms of reducing complexity, agility, maintainability and is CEC agnostic. Read more about SentioCX orchestration in the Handoff flows documentation.
Agent Bot
Chatbot agnostic integration: SentioCX provides a universal gateway into any chatbot that provides Dialog API
SentioCX is responsible for conversation orchestration and routing until an Agent is paired
Model advantages:
Reduced complexity over the Bot First model. For example, the CEC workflow can make informed decisions whether the conversation is to be handled by the chatbot or by human agents for returning customers.
Challenges:
The Dialog API integration style may not be as rich as a Bot First integration from the CX perspective
Intelligent Routing add-on
SentioCX provides the intelligent routing capabilities after the chatbot integration triggers a handoff
The CEC controls the workflow execution with very distinct steps for chatbot dialog and routing
Challenges:
The workflow is more rigid regarding the chatbot integration
More difficult to keep the chatbot involved while pairing is in progress
Partners
Part of our mission is to enable solutions to iclude any Chatbot to any CEC.
Chatbot providers
Seamless Handoff API is the gateway into many Agent backends through the Seamless Handoff Protocol.
CEC providers
We are very happy to partner with you and combine the strengths in your platform with SentioCX capabilities. Our team is ready to integrate your platform.
System integrators
We are happy to assist you to deploy SentioCX to your customers.
App developers
We are happy to assist you for developing innovative apps and integrations using SentioCX capabilities.
Please get in touch at partners@sentiocx.com.