Benefits and Insights

Why use Synthetix Smart Agent?

Key differentiators & advantages of Synthetix Smart Agent

Deflect inbound e-mail and telephone contactReduce abandonment rates and increase the effectiveness of your call-centre agents with smartAgent. Our clients see an average reduction in inbound e-mail/telephone contact of more than 25%.Deliver an engaging Customer Experience Deliver an engaging Customer ExperienceIn independent testing for BT, Synthetix web self-service was judged a "simple and productive use of my time" by 84% of users, increasing Customer Satisfaction scores by 10%.Deploy consistent information across channels Deploy consistent information across channelsIn 2011, Aberdeen Group placed the emphasis on a multi-channel approach and noted that companies who get their knowledge strategy right will reap the rewards, dramatically increasing customer revenue and retention.Natural Language Search Natural Language SearchOur powerful FAQ search uses Natural Language Processing to deliver better quality matches to your customer's queries than normal search systems can provide.Guided Assistance for Problem Solving Guided Assistance for Problem SolvingTroubleshoot customer issues with guided, conversational assistance. SmartAgent can ask customers a structured series of questions and then make decisions based on their answers.Contextual Banner Ads Contextual Banner AdvertsVirtual Agents are not just for customer support. Our integrated, contextual advertising engine embeds highly relevant promotional messages adjacent to answers in your knowledge-base.Live Chat Integrates with Live Chat SoftwareSmartAgent works seamlessly with our live chat customer service software, enabling escalation to a live web chat with your call-centre agents without jarring interface changes.Secure Online Editing Secure Online EditingManage content in your Synthetix knowledge-base with secure online editing. With editorial permissions/approval processes and granular logging, this is enterprise-grade editing capabilities.Management Analytics Management AnalyticsOur online portal gives you access to comprehensive reports on the usage of your FAQ knowledge-base, by date range. We'll automatically e-mail daily, weekly and monthly summaries, too.Hosted in the Cloud Hosted in the CloudSynthetix hosts on cloud servers, providing superb resilience, performance, security and ISO 27001 accreditation. We handle millions of transactions for clients like London 2012 or UCAS.
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