➡️ Exact delivery dates may vary, so some features may not be immediately available on the publication date. For your specific access dates, please contact your LivePerson account team.
🚨The timing and scope of all changes remain at the sole discretion of LivePerson and are subject to change.
Syntrix 1.1 - Audit live agents with high fidelity synthetic customers
In Syntrix Release 1.1., we are excited to announce two powerful new features: Identities and Live Agent Audit. These updates are designed to bring a new level of realism to your synthetic customer simulations.
New feature: Identities
Identities assign fictitious, fixed attributes—like names and emails—to synthetic customers. This allows them to appear as authenticated users during simulations. Identities are a crucial requirement when you're running simulations where you need the synthetic customer to be indistinguishable from a real one.
In this release, you can create identities:
You can then link identities to specific scenarios based on the type of customer validation needed:
Identities allows you to test:
- AI agent flows that need to look up a customer ID in a backend system.
- Live Agent Audit use cases where the live agent needs to find the customer in your system of record.
Since the identity's attributes are fixed, you can set up the records in your CRM or training system beforehand. When an agent asks for a detail like a phone number or customer ID, the synthetic customer provides the one you've defined—and it actually exists in your system.
New feature: Live Agent Audit simulation type
Leveraging the power of identities, Live Agent Audit allows you to run simulations (e.g., "mystery shopping") where live agents are entirely unaware they are interacting with a synthetic customer. This provides an unbiased, authentic look at the agent's performance, ensuring your contact center team is prepared for real-world scenarios in a controlled, measurable environment.
Features removed in Release 1.1
- We've removed the ability to specify a response speed in the persona.
- We've removed the ability to make synthetic customers anonymous in a simulation. Identities are either randomized, or they're fixed via a defined identity.
Ready to start simulating?
Turn potential errors into immediate, actionable lessons within a safe testing environment. Want to get started with Syntrix AI agent evaluation and live agent training? Contact your LivePerson representative to begin.