➡️ 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 v1.5 - Genesys Cloud support, quick asset generation, and more
We are pleased to introduce Syntrix Release 1.5, which introduces support for integration with Genesys contact centers and adds a number of changes that enhance your user experience in Syntrix.
Major feature changes
Genesys Cloud integration
In this release, we add new support for integration with Genesys contact centers. This opens up powerful new opportunities to ensure comprehensive AI and agent readiness across your entire customer service ecosystem.
Instant, AI-powered asset creation
- Synthetic customer profiles: You can now automatically generate lifelike, synthetic customer profiles using AI.
- Prompt-based creation: Say goodbye to building assets from scratch. Simply enter a few sentences describing what you need, and let our Large Language Models (LLMs) instantly build your scenarios, personas, and profiles. You maintain full control to tweak the AI's output or continue building assets manually if you prefer.
- One-click common use cases: Have a standard scenario or persona you need to test? Select one of our predefined, common use-case prompts, click 'Generate,' and you're ready to go.
Deeper, actionable agent assessments
You asked for deeper insights, and we delivered! We have augmented the simulation report by adding a granular, itemized breakdown of agent goals. You can now see exactly which goals were met, which were missed, and—most importantly—why. This makes evaluating agent performance and pinpointing coaching opportunities easier and more transparent.
➡️ You'll only be able to see this data for reports created after Syntrix 1.5 is released.
Minor feature changes
- Flexible simulation routing: There is increased flexibility when specifying the routing target of simulation, as you can now opt to start all conversations on the same skill (instead of the skill defined in the scenario). This is useful for end-to-end testing or training, where the conversations should start on an initial skill.
- Scenarios support multiple identities: You can now assign multiple identities to a single scenario, expanding your testing variability and realism. As before, you can also reuse the same identity across multiple scenarios.
- Automatic identity synchronization: Previously, when you were using predefined identities, you needed to take care to avoid "data collisions," where multiple agents attempted to operate on the same user record in your CRM or training system. In this release, this concern is a thing of the past because a given identity is only ever used in one conversation at a time across all active simulations.