Realizing readiness for AI and agent operations

In high-stakes customer experience (CX) environments, testing AI and live agents directly in production is a major liability. When "learning on the fly" risks AI hallucinations or compliance violations, manual oversight is no longer enough to manage the high cost of failure.

Syntrix provides a predictive sandbox that replaces high-risk live testing with automated simulations at scale. It uses Generative AI to orchestrate high-fidelity synthetic customers that mirror the emotional volatility and complex escalation paths of the real world. This allows you to stress-test your guardrails and forecast performance under pressure before a single real interaction occurs.

An example conversation with a synthetic customer

By turning potential failures into immediate tuning and training opportunities in a controlled environment, Syntrix provides the essential oversight required for modern contact centers. It enables you to move beyond the promise of AI and deliver the proof of responsible, trustworthy engagement.

Key features

Hyper-realistic synthetic customers

Forget static scripts. Syntrix utilizes Generative AI to create synthetic customers that mirror real-world emotional ranges and complex customer journeys.

  • Realistic chaos: Test how agents handle high-pressure interactions and diverse personalities.
  • Streamlined authoring: Quickly build scenarios and personas (archetypes) to reuse across your training modules.

A list of example scenarios for a telco brand

A list of example personas for a telco brand

Orchestration and bulk validation

Why test one by one when you can test many at once?

  • Validation at scale: Simulate conversations at scale to continuously evaluate agent performance across a myriad of permutations.
  • Targeted skill assignments: Instantly map specific scenarios to relevant agent skill sets to ensure specialized readiness.

Intelligence loop

Syntrix is a feedback engine that provides an intelligent iterative cycle for building AI agents and training live agents.

  • Adaptive coaching and tuning recommendations: Get immediate, context-aware feedback about AI and live agents on goal completion, and nuances like empathy and compliance.

The agent performance details page for an example report

The Review conversation window of a report, where the user can view the transcript and assessment side by side

Core use cases

Syntrix is a critical toolkit for minimizing risk and accelerating the deployment of your conversational customer experience solutions. Currently, its leading use cases fall into two primary categories.

Quality assurance and optimization of AI agents

Replace labor-intensive testing with scalable solutions built for modern AI architectures.

  • Accelerated optimization: Test and validate end-to-end AI agent performance, including handoffs to other agents.
  • High-fidelity testing: Eliminate manual bottlenecks by generating multi-turn conversations at scale to ensure your AI agents are tested, evaluated, verified, and validated before ever speaking to a customer.

Enablement, training, and audit of live agents

Accelerate an agent's time-to-proficiency for the most complex, emotionally charged conversations.

  • Risk-free roleplay: Let agents practice against edge cases and non-compliant paths using synthetic data in a safe environment.
  • Certification paths: Build structured onboarding where new hires progress through AI-driven scenarios to verify readiness before going live.
  • Targeted coaching: Deliver objective feedback on empathy and brand compliance based on simulation outcomes.
  • Live agent audits: Discreetly audit your live agents using high-fidelity synthetic customers that are indistinguishable from real customers. Supports mystery shoppers and similar use cases.

Primary audiences

  • Training and QA teams: Training managers, simulation designers, QA teams, and supervisors.
  • Technical leads: AI designers, bot builders, and bot managers.
  • Frontline staff: Live agents practicing in a risk-free environment.

CCaaS support

Syntrix can be integrated with:

  • LivePerson Conversational Cloud
  • Genesys Cloud

We're building the future with you

We’ve launched Syntrix as a cutting-edge application for realizing AI and live agent readiness, but what you see now is just step one in our vision. Our roadmap is packed with innovations designed to redefine how you scale and secure your AI ecosystem.

We want to hear about your AI testing and live agent training requirements. Please reach out to your LivePerson representative to share your thoughts. We’re dedicated to evolving our platform and growing right alongside your testing and training needs.