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Although we are only 16 - in tech years - we are pioneers, just like the first permanent English Jamestown settlers a hundred years ago to the date. We have been creating ‘New World’ customer experiences, revolutionising online customer service with our seamless integration of customer contact channels such as Virtual Agents, FAQ search, live chat and e-mail management.
Turning sixteen traditionally marks the passage into early adulthood, so you could say that we are celebrating another stage of maturity in our sector and in AI tech society.
Our Synthetix Contact Cloud and Self-service Cloud technologies has evolved to now offer Platform as a Service (PaaS), empowering developers to create their own powerful online customer service tools using our API (SYNAPPS) technology.
Born in 2001
At the beginning of the new Millennium Peter McKean and the other co-founders of Synthetix were employed by an organisation concerned with the production of e-business solutions. Peter introduced the concept of marrying NLP technology to create a Virtual Agent to assist businesses with their online customer enquiries - an idea he got from his previous employment using natural language search to search to report old financial data.
His employer in the city, set about developing their take on Virtual Agent technology.
However, Peter and the other co-founders of Synthetix had a concept for comparable software in mind that could be deployed quicker and would be more cost-effective, but their employer wasn’t interested.
They left that firm to start Synthetix and develop their ideas into a product they could viably sell. With no salary and an early release of their new software on old laptops, they touted what they’d done around existing contacts and other potential prospects.
Luckily, someone took a chance on them and they developed six Virtual Agents for the BBC. That work won them an award and the rest is history!
Have some digital cake on us!
Since founding Synthetix in 2001, Peter has pioneered the development of AI-based Virtual Agents and Natural Language Processing for self-service, building a suite of powerful, knowledge-driven multi-channel customer service applications which are cloud-first and deeply integrated with each other to deliver great customer experiences.
Though Managing Director of Synthetix, Peter is passionate about software engineering and innovation, guiding the development of Synthetix’s products and services to ensure they are the best they can be and still likes to check in code from time to time.
Happy birthday Synthetix or rather 01001000 01100001 01110000 01110000 01111001 00100000 01000010 01101001 01110010 01110100 01101000 01100100 01100001 01111001 00100000 01010011 01111001 01101110 01110100 01101000 01100101 01110100 01101001 01111000 00100001
Synthetix are pleased to announce our progression to the final of the Digital Self-Service innovation category of the UK National Innovation Awards 2017. May is truly a month of celebration here at Synthetix as not only are we through to the final round of the Innovation Awards, 12 May sees us celebrating our 16th birthday.
This might not sound very old, until you think about the light-speed advances of technology over the last 16 years. Not only are we known as one of the pioneers of Virtual Agent Technology - creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm - Synthetix has revolutionised online customer service with our seamless integration of customer contact channels such as FAQ search, Live Chat, Dynamic Web Forms and E-mail Management.
To be chosen as a finalist in the Innovation Awards 2017, Synthetix had to demonstrate the power of our integrated Synthetix online customer service technologies. Our entry highlighted enhanced customer experiences, a reduction in overall customer contact and costs for our customers from Retail, Travel and Insurance.
Jon Snow, Chairman of Directors’ Club United Kingdom praised standard of entries, “Directors’ Club are delighted the Synthetix entry was voted through to the final of the Digital Self-Service Innovation category on May 23rd. The competition from other entrants was high, as was the quality of the submissions. I am sure their live final presentation will further demonstrate the innovation at the heart of their offering. Congratulations and best of luck.”Adam Ashcroft, Marketing Director of Synthetix said “The effectiveness, efficiency and customer satisfaction results from our customers speak volumes. As customer behavior constantly adapt to advances in technology, Synthetix will continue to create cutting-edge multi-channel online customer service solutions ensure consistent and accurate information is available via every customer touch-point.
We are excited about this award entry and thank the UK National Innovation Awards 2017, for the opportunity to showcase why we are market leaders of multi-channel online customer service.”
The Digital Self-Service Innovation category final will take place live online at 11am (BST) on Tuesday, May 23rd 2017, judged by the business leaders who employ the technologies.
London, 26 April 2017: – The Trampery Old Street, a workspace, members club and event venue, located in an iconic location on London's Old Street played host to our Spring event focused on creating new engagement and revenue generating opportunities through Virtual Agents and new social strategies.
The half day event demonstrated to businesses how they could transform their online customer experience through a compelling omni-channel strategy which included Peter McKean giving exclusive top tips on the effective deployment of Virtual Agents. Expert, Luke Todd from Gumtree shared his insights about the inevitable disruptive impact of social contact channels and how Gumtree overcame and tackles these challenges.
Attendees enjoyed the interactive workshops which helped them to discover, discuss and predict future challenges and successes of effective online customer service delivery.
Lunchtime was spent networking over scrumptious food, in this relaxed environment with access to the speakers and other experts within the industry.
Adam Ashcroft, Marketing Director of Synthetix said “The feedback from those who came along has been fantastic. We are looking forward to our next event as it’s clear that the rapid advances in technology, and Virtual Agents , have even the most seasoned customer experience professionals enjoy the insight and re-education into opportunities to deliver great customer experiences across multiple contact channels.”