SentioCX announces the launch of SentioManager v2, enhancing Human-In- The-Loop orchestration with capabilities such as Sentiment Analysis

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Amsterdam, May 28th,2024 – SentioCX, a leader in AI-enabled Conversation Orchestration for Customer Experience (CX), proudly announces the release of SentioManager v2. This new version introduces groundbreaking capabilities designed to optimize and transform customer interactions, providing enterprises and our partners with cutting-edge tools to elevate their customer experience strategies.

Key Features and Enhancements in SentioManager v2:

  1. Intent-Based Predictive Routing with Sentiment Analysis: SentioManager v2 now includes sentiment analysis to enhance intent-based routing. The continuous triaging algorithm ranks interactions not only based on the importance and urgency of the intent, but also allows the sentiment to dynamically adjust prioritization. This ensures that interactions with positive or negative sentiments are handled appropriately with the right priority and the best-matched agent, improving customer satisfaction and engagement.
  2. SentioSimulator for predictive traffic simulation: The new SentioSimulator feature allows users to simulate incoming traffic and predict the effectiveness of the intent-based routing This capability is also pivotal for automating SLA (Service Level Agreement) management, ensuring that routing adjustments are self-regulating and optimized for incoming traffic.
  3. Advanced SLA Insights: SentioManager v2 provides comprehensive insights into SLA attainment, offering users an immediate overview of SLA management effectiveness. This feature highlights the impact of customer interactions on key performance indicators (KPIs) such as customer churn, Net Promoter Scores (NPS), customer satisfaction (CSAT), and sales metrics.
  4. Seamless Integration with BYOB (Bring Your Own Bot): In our commitment to preventing ecosystem lock-in by existing CCaaS and CEC players, we continue to support various conversational AI platforms. With the release of SentioManager v2, we are excited to introduce our enhanced Seamless Hand-off API. This API, now publicly available on our development hub (https://developers.sentio.cx/welcome.html), ensures smooth integration with your conversational AI platform.
  5. Human-In-The-Loop Orchestrator for RPA (Robotic Process Automation): SentioManager v2 includes a Human-In-The-Loop orchestrator, which is crucial for processes requiring real-time human intervention. This feature prioritizes tasks based on the importance or urgency of intent and/or sentiment, and matches them real-time with the right experts possessing the necessary skills and proficiency levels.

“We are excited to launch SentioManager v2, a significant upgrade that underscores our commitment to making a positive impact on our customers and partners,” said Ronald Rubens, founder & CEO at SentioCX. “These new capabilities empower enterprises to refine their customer experience strategies with effortless transitions from bots, automated SLA management, advanced analytics, predictive simulations, and seamless integrations.”

Adrian Ivan, CTO at SentioCX, added, “SentioManager V2 reinforces our commitment to delivering exceptional performance while upholding stringent security and privacy standards. We are dedicated to providing a reliable and secure platform that best supports our customers.”

For more information about SentioManager v2 and how it transforms customer and employee experiences, please contact us at [email protected].

About SentioCX: SentioCX is a leading provider of AI-enabled Conversation Orchestration, dedicated to helping businesses improve customer interactions through innovative technology and data-driven insights. Our solutions enable companies to enhance customer satisfaction, sales, loyalty, and operational efficiency.

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