SentioCX Overview

Why SentioCX?

We have a unique value proposition:

• We are a customer centric Intent based Platform, addressing Customer needs at the root.

• Advanced Handoff orchestration between Chatbot and Human Agents

• Best in class Intelligent Routing Engine, pairing Customers to the right Agent at the right time.

• Automated self-adjusting system based on Service Level Agreements (SLAs)

• Platform independent, connecting any Chatbot to any Agent Platform

Intent based Platform

The Intent represents the reason why the Customer reaches out to Customer Service in the first place. It encapsulates the Customer concern which needs addressing.

The Intent is a first class citizen in SentioCX platform. It provides for a fine grained approach versus traditional routing queues, allowing for a nuanced handling of the interaction:

• Configure pairing criteria with higher customer fidelity (required Skills, urgency, importance)

• Take hard decisions when SLAs are not met. The CX manager is able to configure the approach at Intent level (versus a cluster in the case of queues)

• Take data driven decisions based on reporting and analytics at Intent level

Advanced Handoff orchestration

SentioCX defines the Seamless Handoff Protocol for a superior solution deployment involving Chatbots and CECs, as an alternative to the "throw over the fence" status quo in the industry.

Although every vendor usees the term seamless, the current industry approach feels like a compromise:

• The Chatbot and CEC vendors focus on their own strengths, while the end-to-end solution is treated like a pure integration

• The CEC vendors view the Chatbot as an appendix, similar to traditional IVRs, or simply an afterthought

• The Chatbot vendors are concerned with showing good deflection rate numbers

• The Customer experience is compromised by the limitations of the integration:

  • The Customer becomes a simple spectator once the escalation is triggered. There is no proper way to influence the process anymore (other than leaving).

  • The CEC performs the routing based on the initial data only. There is a missed opportunity to adjust routing parameters in realtime: refine Intents, monitor Customer sentiment, etc.

  • The innovation in Conversational AI field is ignored. The Chatbot vendors must stick with "send to CEC and wait" protocol.

SentioCX transforms the Chatbot - CEC integration into a collaboration for the best customer experience. Conceptually, the Chatbot is responsible for the conversation flow until an Agent is paired. This opens the way for Chatbots to innovate and provide advanced CX features.

Intelligent Routing engine

SentioCX routing engine pairs Customers to the best adequate Agents, at the right time for best customer experience and improved business KPIs.

Our pairing algorithm is superior:

• Customer affinity

  • Uses realtime customer intent and sentiment score

  • Ability to associate urgency and importance with a handoff

  • Intent level Skills based Routing configuration

  • Uses customer profile stored in CEC/CRM

• No FIFO or fixed priority Queues

  • SentioCX does not use traditional queues

  • The handoffs are continuously prioritized based on a sophisticated SLA driven ranking algorithm which balances Wait time, Customer profile and realtime Intents and sentiment.

  • The balanced approach provides a fair chance for low priority handoffs to be paired as their wait time increases.

  • Accurate Predictive Wait Time: Predicted Wait time based on the most appropriate Agent availability (as opposed to unreliable Queue based statistics which do not work when Agents are assigned to multiple queues)

• KPI tuning

  • Fine-grained pairing strategy configuration to optimize for the desired KPI: Paired Agent proficiency, Agent Load Fairness or Customer Wait Time

  • Opportunity to pair: ability to delay pairing for low ranking handoffs and reserve valuable Agent resources for probable high ranking handoffs

• Full visibility on routing decisions in the Nucleus Dashboard (part of Sentio Insights)

SLA-driven automated self-adjusting system

SentioCX empowers customer experience managers to establish wait-time SLAs for specific use-cases that are integral to our service. These SLAs not only serve as quantifiable references for vital KPIs for assessing customer experience, but also allow strategic prioritization within the SLA framework, distinguishing between high-priority and lower-priority customer interactions for more effective and targeted hand-off management to live agents and knowledge workers.

In case of high-load situations when wait times increase, the SLAs drive the automation with the self-adjusting mechanisms for regulating traffic, as opposed to the tedious assignment/un-assignment of Agents to queues performed manually by supervisors in Contact Centers. These mechanisms are:

• Reserve Agents: ability to automatically call in on-call Agents when SLAs are not met for a longer period of time

• Dynamic Intent de-activation: ability to automatically keep low priority conversations in the Chatbot until SLAs are met again. This is made possible by the fine-grained Intent based configuration, as opposed to coarse-grained Queues where these hard decisions are impossible to make.

These features bring the moderns Cloud operating model in the Contact Center space:

• Declarative configuration of how the system should behave under load vs imperative corrective measures undertaken by people

• Traffic shaping/Load shedding: reduce the load by rejecting low priority handoffs based on intent level configuration

• On-call operators

Benefits:

• no need to have tens of supervisors managing queues

• predictable behavior as per the declared configuration

• informed decisions for tough situations

  • versus chasing the illusion that moving Agents around on various queues will magically decrease wait times and avoid Agent burnout at the same time

  • remember the "Project Management Triangle": deadlines are delayed given scope is not reduced or resources not increased.

Any Chatbot, any CEC

Our goal is to become the go-to integration solution for any Chatbot or any CEC:

• For Chatbots: universal interface to handover conversations to any CEC (CEC agnostic).

• For CECs: universal interface to integrate any dialog-type chatbot (Chatbot agnostic).

Complete orchestration coverage

The Chatbot to CEC integrations need to handle additional scenarios for an improved customer experience. Traditionally, these scenarios were typically covered by an IVR implementation, or as Workflow nodes in Chatbots.

• Returning customer to existing ticket/case/interaction/conversation: The Customer may already have an open case in the CEC. In this case the best Customer Experience isto resume the conversation with the same Agent.

  • SentioCX detects the returning Customer automatically and proceeds to connect the Customer with the Agent

  • The Chatbot workflow does not need to implement tedious "Check existing Case/Ticket" nodes.

  • SentioCX is able to trigger routing in case the original Agent is not available, based on the original Customer Intent

  • The Chatbot workflow does not need to implement tedious "Check Agent is available" nodes.

• Agents available: SentioCX provides immediate feedback as standard

  • The Chatbot workflow does not need to implement tedious "Check Queue status" (or similar) nodes.

• Abandoned conversations: a live Agent may not be found or the Customer simply decides to give up waiting. As a Customer Experience manager, you will want to have paper trail in the CEC about the abandoned conversations. At the same time, as a Customer, you will want leave your messages and be contacted back.

• Business Hours: SentioCX integrates with CEC business schedule features to automatically inform the Customer when the CEC is closed.

  • The Chatbot workflow does not need to implement tedious "Check Business hours" nodes.