Synthetix

Synthetix has been empowering companies with conversational customer engagement tools, powered by AI since 2001. The cloud-based software supports your customers and employees through the power of unified solutions that promote CX. With AI-powered knowledge management, self-service, chatbot and live chat tools that can seamlessly integrate, agents become more productive and customers receive an enhanced, optimised level of customer support and digital experience.

Knowledge Base

Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.
With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.
With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.

FAQ Software

Automate up to 20% of routine queries online with Knowledge: For Your Customers, Synthetix’s FAQ self-service solution. With Natural Language Processing (NLP), AI unpicks customer queries, analysing each component including keyword, grammar, intent and popularity to serve relevant resolutions.
Seamless escalations between self-service and agent-assisted channels like live chat automatically transfer customers to agents when a query is too complex for AI alone to handle.
Knowledge: For Your Customers also includes an SEO-friendly help centre. Synthetix technology translates your knowledge articles into crawlable web pages whereby customers can access resolution via search engine results. By streamlining the user journey, CX is significantly enhanced.

Chatbot

Synthetix’s customer service chatbot, Xan guides your customers through their digital journey not only answering their questions but automating complex processes. Smart integrations allow Xan to carry out tasks such as ID&V, policy admin and bookings.
Custom triggers are easily configured so that Xan can offer help proactively when certain conditions are met. For instance, when a particular page is landed on or when certain keywords are entered.
Xan seamlessly escalates to live chat when AI detects that a query is too complex to automate or when certain conditions are met through trigger management

Live Chat

Chat, Synthetix’s multichannel live chat solution offers customer support in real-time, driving huge efficiencies.
When customers have complex queries that require human intervention, live chat proves far more efficient than traditional channels. Not only is it quicker and more convenient than waiting on hold to be dealt with, but with AI-powered features, it produces massive ROI.
With concurrent chat slots, a live key-press feed and AI-predictive suggestions that recommend articles in real-time, Synthetix Chat reduces average handling times by up to 50% compared to standard live chat.