LivePerson has announced Syntrix, a new platform that aims to assist businesses in safely deploying AI-powered customer service by integrating AI agent evaluation with live agent training in one simulation environment. The platform has been created to help businesses deal with one of the emerging issues with generative AI in customer experience (CX), which is to assure that AI works effectively without compromising brand compliance or customer trust. Syntrix allows businesses to simulate thousands of real-world customer conversations with synthetic personas and scenarios, giving businesses the ability to test AI agents in edge cases before interacting with real customers.
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At the same time, the system enables contact center teams to effectively train human agents through AI-driven simulations, replacing the need for role-play-based training with AI-driven simulations that can be scaled up. The ability to proactively detect risks such as hallucinations, compliance gaps, and poor response enables the refinement of AI and human agent-based support before actual deployment. The new technique also has the potential to reduce new agent ramp time by as much as 30%, according to initial estimates. Syntrix seeks to deliver greater visibility, governance, and confidence to enterprises as they seek to deploy AI in the customer lifecycle.