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Realizing readiness for AI and agent operations

Welcome to Syntrix, your essential toolkit for optimizing AI and live agents in the contact center. Syntrix isn't just another AI platform; it combines comprehensive simulation capabilities with deep analytical insights to ensure your conversational flows are trustworthy, compliant, and highly effective before your customers ever encounter them.

Syntrix empowers you to move beyond the promise of AI and deliver on the proof of responsible, trustworthy AI engagement.

Understanding the simulation and training studio

What it does

In today’s high-stakes CX and contact center environment, where testing in production is never a safe option, Syntrix serves as your predictive evaluation layer and sandbox. By replacing manual, high-risk testing with automated simulations at scale, Syntrix allows you to stress-test policies and guardrail reliability before they ever reach a customer—delivering AI readiness that unlocks your ability to use customer-facing AI in production.

The simulation and training studio utilizes Generative AI to create high fidelity synthetic customers, mirroring the emotional range and complex escalation paths of real-world interactions. By automating large-scale simulations, Syntrix provides the essential oversight required for modern contact centers, turning potential errors into immediate, actionable lessons within a safe sandbox.

An example conversation with a synthetic customer

Primary audience

  • 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.

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.
The 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.

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.

Live agent enablement and training

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.

CCaaS support

Currently, Syntrix can be integrated with Conversational Cloud, which is LivePerson's Contact Center as a Service (CCaaS) solution. However, integrations with other CCaaS solutions are coming soon, so stay tuned!

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. Because we’re committed to staying at the forefront of responsible and trustworthy AI, we don’t just expect evolution—we welcome it. Our roadmap is packed with transformative innovations designed to fundamentally 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.