Learn about best practices for synthetic customer profiles.

Create a synthetic customer profile using AI

  1. On the left navigation bar, click Synthetic customer builder.

  2. On the Synthetic customers tab, click Add.

    The new synthetic customer profile form

  3. Enter a minimum of 1 - 3 sentences that describe the general area of brand-to-consumer interaction and several related queries or issues.

    Example: An online shopper contacting customer service about common post-purchase issues. Please include scenarios such as: a delayed shipment that hasn't arrived by the promised date, a return request for an item that didn't match the description, and a promo code that failed to apply at checkout.

  4. Click Generate.

    The form in which to select from AI-generated scenarios and the account's personas

    The system generates a title and a description for the profile. It also finds or generates the synthetic customer assets as follows:

    Scenarios: The system uses the description that you provided in step 3 to generate 3 - 5 scenarios. Then it discards any AI-generated scenarios that match your existing ones (titles are compared). This prevents duplication within the profile and ensures any relevant scenarios that you defined are incorporated.

    Personas: The system randomly selects up to 5 personas from your acount based on availability. These include both the predefined scenarios that are provided by default and any custom personas that you've created.

    These scenario and persona "candidates" are then shown to you for review and selection.

  5. Select the scenarios and personas to include in the profile. You must select at least one of each. You can also edit any AI-generated scenarios at this point.

  6. For each selected scenario, select the skill (routing target) that gets this scenario to the proper live agents or AI agents.

    The scenario's skill is required info. If you try to proceed without completing step 6, the system shows a warning:

    Validation messsage on the Skill field for a scenario; skill is required

  7. Click Start with this synthetic customer.

    You are free to add more scenarios and personas to the profile at this point if desired.

Create a synthetic customer profile manually

  1. On the left navigation bar, click Synthetic customer builder.
  2. On the Synthetic customer tab, click Add.
  3. In the lower-left corner of the window that appears, click Skip and create manually.
  4. Specify the following:
    • Name: Enter a meaningful name for the profile.
    • Description: Describe the profile's purpose or objective.
    • Tags: Optionally, associate tags with the profile. Tags facilitate rapid filtering and organization, allowing you to quickly identify profiles based on specific technical topics, difficulty levels, teams or departments, and more.
    • Personas: Select the personas to include in the profile.
    • Scenarios: Select the scenarios to include in the profile.
  5. Click Save.

Delete a synthetic customer profile

  1. On the left navigation bar, click Synthetic customer builder.
  2. On the Synthetic customer tab, move the cursor over the row for the profile that you want to delete, and click the delete icon that appears.
  3. Click Delete.