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

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/