Customer expectations evolve rapidly, and delivering exceptional, seamless experiences requires more than just reactive strategies—it demands proactive intelligence. Sensée’s AI@Work for CX Journey Orchestration empowers businesses to revolutionise their customer journeys by leveraging rich, multi-dimensional data from customer workflows, workstreams, and direct CX staff feedback through both our LiveDesk Digital Workplace and TeamTonic Micro-Staffing apps. It all comes together through our Work as One framework.
This cutting-edge solution integrates insights from LiveDesk, our CX digital workplace, to unify the tools, information, and collaboration essential for CX success. By analysing how CX workers interact with systems, support resources, and each other, AI@Work pinpoints inefficiencies and offers data-driven recommendations to improve both employee and customer experiences. LiveDesk also provides a centralised platform where CX workers can share feedback, highlighting pain points or opportunities within existing journeys—insights that feed directly into the orchestration engine.
Meanwhile, data from TeamTonic, our workforce optimisation tool, ensures that workforce adherence, scheduling, and customer demand forecasts align perfectly to meet service level expectations, by bridging the gap between forecast ‘theory’ and real-world practice. By understanding real-time staffing dynamics and agent performance, AI@Work intelligently allocates the right talent for the right customer touchpoint to match customer needs at every stage of the journey, ensuring no interaction is underserved or delayed.
By combining these robust data sources with insights from customer workflows, workstreams, and feedback loops, AI@Work doesn’t just refine existing customer journeys—it designs entirely new pathways that are smarter, smoother, and more satisfying. From reducing repetitive touchpoints and deflecting low-value interactions to self-service channels to optimising agent focus on complex, high-value tasks, every aspect of the journey is orchestrated to maximise efficiency, effectiveness and engagement.
The result is a living, breathing CX ecosystem where technology, workforce, and customers thrive in harmony. CX journeys are no longer static—they continuously evolve, guided by a holistic understanding of operational and customer needs. With AI@Work, your business is equipped to deliver experiences that not only exceed customer expectations but also empower your workforce and drive sustainable growth.
