Introduction

Syntrix’s simulation and training studio operates on a powerful, iterative simulation cycle that allows you to continuously test, learn, and optimize. It’s a closed-loop system designed for maximum efficiency and accuracy. Here's a simplified overview of the core simulation process.

Step 1 - Define scenarios and personas

In this step, you create the elements that are combined to form the synthetic customer:

Collectively, these elements tell the synthetic customer who to be and what they're trying to achieve.

Step 2 - Create a synthetic customer profile

In this step, you create a synthetic customer profile. This is a packaged test suite for a specific objective, containing all the scenarios and personas that are needed for a simulation.

This profile could be for testing fraud scenarios, new agent onboarding, a specific product launch, etc.

Step 3 - Run the simulation

With your synthetic customer profile ready, you run a simulation. During a simulation, the synthetic customer interacts with your agent(s). These are real-time, multi-turn conversations, mimicking actual customer interactions.

As conversations conclude, Syntrix evaluates the interactions against the scenario's agent goals and the scorecard.

Next, Syntrix's interpretive and diagnostic work begins. It identifies causal factors, correlates behavioral patterns with business outcomes, and generates narratives and prescriptive recommendations.

Step 4 - Review the report

Syntrix generates detailed reports on goal completion, conversational flows, and performance metrics. Review these reports for key insights into agent effectiveness.

Step 5 - Optimize by training and tuning

Optimization ensures that your conversational AI and live agents are always learning, improving, and ready for whatever your real customers bring. This final, critical step closes the loop of the simulation cycle. Integrate the actionable feedback and detailed performance insights into your operational systems:

  • For Conversational AI solutions, this means you tune your AI agents or conventional bots.
  • For live agents, you transform the data into targeted, prescriptive training that address specific areas of weakness.
  • You might also need to iterate on your synthetic customer assets in Syntrix for continuous improvement to your testing and validation solution. For example, you might decide that you need an "obstructive" persona or additional scenarios and add them to the synthetic customer profile.

By implementing these changes, you ensure that the next simulation cycle (starting back at step 3) tests an improved version of your solution, continuously raising the bar for customer experience.