LivePerson Launches Syntrix, an AI Agent Evaluation and Training Platform for Enterprise Customer Experience

LivePerson has announced Syntrix, a new simulation and evaluation platform that aims to assist enterprises in deploying AI-based customer-facing solutions with enhanced confidence. The platform has been developed to serve the needs of enterprises that seek to leverage AI-based customer interaction to derive value while maintaining high levels of governance, operation, and performance management for AI agents and human service forces alike.

Syntrix has been created to be a one-of-a-kind platform for enterprise customer experience (CX), which allows enterprises to thoroughly test and improve AI solutions before they come into contact with actual customers. The platform also offers a framework to train live contact center agents through simulated customer interaction, helping enterprises to improve their customer experience while accelerating AI adoption.

“Syntrix launches as an AI agent evaluation and live agent training platform built for enterprise CX,” said Chris Mina, LivePerson Chief Technology and Product Officer. “It provides the critical assurance brands need to safely deploy customer-facing AI, giving them visibility, control, and the confidence to scale. By moving from reactive, production-only learning to proactive simulation and continuous evaluation and improvement, brands are able to deploy AI in line with strong governance practices and deliver meaningful business outcomes.”

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Addressing the Challenges of Generative AI in Customer Experience

As enterprises continue to drive the adoption of generative AI across various customer services and engagement mediums, many are currently facing what can be termed as “AI paralysis” by industry experts.

As a solution to these challenges, Syntrix has been designed to offer a controlled and simulated environment for testing and evaluation. This allows brands to create complex customer interactions using synthetic personas and evaluate how an AI interacts with customers across a range of different scenarios, ultimately measuring it against defined brand policies and standards. This allows organizations to identify potential issues before they occur with real customers, reducing operational risk and increasing trust in AI-driven automation.

A Unified Platform for Evaluating AI and Training Human Agents

Syntrix introduces a dual-purpose ecosystem designed to prepare both digital and human workforces for modern customer engagement environments.

AI Agent Evaluation

Enterprises can continuously stress test AI agents and governance guardrails with a variety of synthetic customer personas and edge case scenarios. The solution supports a vendor-neutral architecture, allowing enterprises to assess AI agents regardless of whether they are based on a proprietary model or a third-party AI technology. This allows enterprises to maintain visibility and predictability in complex AI environments.

Live Agent Training for Contact Centers and Sales Teams

In addition to AI testing, Syntrix is also helping companies improve their workforce training by replacing traditional role-playing exercises with AI simulations. Contact center agents and sales professionals can practice difficult conversations with synthetic customers in a simulated environment.

New employees can practice critical conversations, such as difficult customer complaints, in a simulated environment, and receive automated feedback on key CX metrics such as empathy, accuracy, and brand consistency, helping them improve skills more quickly and providing consistency in training quality across teams.

Delivering Tangible Business Impact

From an operational standpoint, initial results of the Syntrix solution indicate a tangible impact on enterprise organizations. By providing a simulated experience to ensure both AI and human agent readiness, brands can effectively implement AI-based customer interactions with reduced risk.

As a result of using the solution, organizations can experience faster onboarding processes for new contact center agents, which can reduce onboarding processes by up to 30 percent and reduce costs by up to $3,500 per employee. Moreover, it can also reduce potential CX failures and mitigate compliance risk, including performance drift after implementing AI-based agents into production environments.

Advancing the Future of Predictable AI in CX

The launch of Syntrix marks the beginning of the innovation journey outlined by LivePerson in terms of predictable and governed AI in customer experience. Although it currently focuses on simulation and evaluation, it is expected that in the future, additional intelligence layers may be added to automate the analysis of the performance of customer experience and prevent service issues.

By offering AI evaluation, human agent training, and governance-focused testing in one platform, Syntrix gives LivePerson the opportunity to support enterprises in scaling AI-powered customer engagement while maintaining reliability, compliance, and brand integrity in an AI-powered world of customer experience.