Synthetix
Curated by SignalCustomer service and knowledge base software provider
Overview
Synthetix is a UK company which creates multi-channel customer service and knowledge-base software to engage customers on the web, mobile phones and social networks. Founded in 2001, Synthetix was as early developer of Virtual Agents - automated characters on websites which responded to natural language questions. Since 2009, Synthetix has diversified it’s business to cover call-centre knowledge-bases, live chat and searchable FAQs. Past clients have included Ford, GM, Unilever, Travelodge, London 2012, BT, the BBC, Virgin, EasyJet, Best Western, Hitachi, Mars, Fiat and Samsung. Synthetix has particular strengths in regional utility companies, travel & hospitality and finance. The company offers a range of software products, all of which include the ability to search a knowledge-base of FAQs by natural language. Synthetix software offers three advantages to business customers with contact-centres: A reduction in support calls and e-mails to the contact-centre through the use of automated web self-service tools on a brand’s website, mobile website and social media. Consistent information throughout the organisation, covering every customer touchpoint, including the contact-centre, the web, social media, mobile and e-mail. Reduced training times for contact-centre agents and reductions in call or chat duration, achieved through real-time access to high-quality knowledge. Synthetix offer the following key products: FaqtAgent - Intelligent, searchable FAQs for websites, allowing customers to self-serve. SmartAgent - a Virtual Agent platform offering FAQs and decision tree processes. KnowledgeAgent - a contact-centre knowledge-base. LiveChat - a live web chat system with integrated knowledge-base for agents. FormAgent - FAQ suggestions for website contact forms. SocialAgent - Intelligent, searchable FAQs for Facebook. MobileAgent - Intelligent, searchable FAQs for smartphones.
Key facts
- Founded
- 2001
- Headquarters
- Cambridge, United Kingdom
- Stage
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Business model
- 4 products and services
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