AI-based routing in contact centres with Ronald Rubens, Sentio CX

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Kane Simms
  • Founder and CEO at VUX

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About this episode

Ronald Rubens, Sentio CX joins us as he shares AI-based routing in contact centres.

Ronald Rubens, CEO, Sentio CX joins us to share the current issues with live agent escalations and how Sentio CX AI-based routing is helping make sure that every AI agent conversation that requires escalation to live humans, is done so efficiently and effectively.

In this episode

00:00 Introduction
02:50 Welcome Ronald
07:45 Automated skill based routing
09:40 Certain intents increasing the priority
15:10 Added value in having Sentio CX
23:50 How Sentio CX prioritises
24:30 Is there a restriction on integrating with different platforms
27:09 Agent integration
30:00 Integrating with Sentio CX
33:17 3 Types of pricing strategies
40:08 Generative AI
49:05 Outro

Check out https://sentiocx.com/

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Kane Simms

A strategic AI advisor who, for the past decade, has helped business leaders and product owners transform customer experience using conversational and generative AI.

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