Wednesday, March 04, 2026
LivePerson, a well-known provider of predictable conversational AI solutions, has introduced Syntrix, a new simulation and evaluation platform designed to help enterprises deploy customer-facing artificial intelligence with greater confidence. The platform aims to enable organizations to unlock the full value of AI by improving how both AI agents and human agents interact with customers.
With businesses rapidly adopting generative AI across customer journeys, many organizations struggle with challenges such as hallucinations, brand compliance concerns, and handling complex customer scenarios. As a result, companies often delay or hesitate to fully implement AI-driven customer experience initiatives. However, LivePerson believes Syntrix can eliminate these barriers by offering a controlled environment where brands can test and evaluate AI systems before they interact with real customers.
"Syntrix launches as an AI agent evaluation and live agent training platform built for enterprise CX," said Chris Mina, LivePerson Chief Technology and Product Officer. "It provides the critical assurance brands need to safely deploy customer-facing AI, giving them visibility, control, and the confidence to scale. By moving from reactive, production-only learning to proactive simulation and continuous evaluation and improvement, brands are able to deploy AI in line with strong governance practices and deliver meaningful business outcomes."
Importantly, Syntrix introduces a dual-purpose ecosystem designed to improve readiness across both digital and human customer support teams.
First, the platform enables AI agent evaluation, allowing companies to continuously test AI systems against various customer personas, edge-case scenarios, and operational guardrails. Because Syntrix follows a vendor-neutral model, businesses can assess AI agents built on either proprietary models or third-party technologies. Consequently, organizations gain greater visibility into AI performance and ensure more predictable outcomes during real customer interactions.
At the same time, Syntrix significantly enhances live agent training for contact centers and sales teams. Traditionally, organizations rely on manual role-playing sessions that can be time-consuming and inconsistent. In contrast, Syntrix introduces AI-powered synthetic customers that simulate real conversations. Through these simulations, new hires can practice challenging scenarios, including high-stakes or complex interactions, while receiving automated feedback on empathy, accuracy, and brand compliance.
Moreover, early projections indicate that Syntrix can deliver measurable operational improvements for enterprise organizations. For example, the platform may reduce onboarding and ramp-up time for new contact center agents by up to 30%, while also saving companies approximately $3,500 in onboarding costs per agent. Additionally, the simulation environment allows organizations to detect potential compliance issues or performance gaps before AI systems interact with actual customers, helping mitigate operational risk.
Looking ahead, the launch of Syntrix represents the first phase of LivePerson’s broader vision for predictable AI in customer experience. While the platform currently focuses on simulation and evaluation, the company plans to expand Syntrix with additional governance and AI assurance capabilities. Future updates may also include advanced intelligence tools designed to automatically analyze interactions and prevent potential CX failures.
Ultimately, LivePerson believes Syntrix will empower enterprises to confidently deploy AI solutions while maintaining strong governance, compliance, and customer trust across their digital customer experience strategies.
To join our expert panel discussions, reach out to info@intentamplify.com
Recommended News
Infovista unveils VistaOne, an AI-enabled platform unifying network and customer experience intelligence for CSPs and enterprises.
Krisp introduces Listener-side Accent Conversion, a real-time AI technology that improves understanding of accented speech in meetings, contact centers, and voice AI systems.
