Live Chat software

Reach out in real-time

Synthetix Live Chat reinvents chat with unique AI-powered predictive suggestions which reduce average chat times by up to 50% versus normal chat systems, delivering enormous productivity gains to your contact centre. It's the fastest way to engage with your customers.

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Key features

Live keypress feed

See what your users are typing before they hit send. Live Chat from Synthetix aggregates live keypresses, helping agents to anticipate the nature of a query before a customer submits a question, dramatically inproving response times.

AI-powered predictive suggestions

During the chat process the SentienceAI powered Synthetix knowledge-base automatically suggests knowledge articles to the agent to assist them in dealing with each customer query. This speeds up the chat process significantly, increasing first-time resolution rates and customer satisfaction.

Triggers and escalation

Offered proactively at points where it will make a difference, Live Chat is automatically triggered, to offer an escalation route to customers only when they need it. And with the ability to identify a query and direct it to specialist operators or transfer chats between operators for escalation, a customer will always get the support they need, quickly and efficiently.

Real-time customer engagement

Proven benefits

Synthetix Live Chat software is an ideal addition to any organisation looking to improve agent efficiency, increase customer engagement, conversions and CSAT scores. Live Chat can help identify issues before they become problems, ensuring help is offered when and where customers need it. These stats show why Live Chat is one of the most rapidly adopted contact centre technologies in the last few years.

Note: All statistics have been taken from the 2018 report into online customer service by Synthetix or reported by Synthetix clients, unless otherwise stated.


Of businesses say offering live chat has had a positive effect on sales, revenue and customer loyalty. ~Kayako


Of customers prefer live chat support to telephone, email or social media.


Satisfaction level scored by Live Chat, making it the highest scoring customer service channel compared with email or phone. ~E-digital

Performance Analysis

Powerful metrics

Detailed reports and analytics

Track agent efficiency, the volume and drivers of customer queries to chat to help determine where chat invitations are having the greatest positive impact on customer behaviour in real-time. Analyze visitor experience and anticipate customer needs to increase satisfaction.

Meaningful conversations

Live Chat allows businesses to reach their online customers instantly. It has been proven to increase conversions, sales and revenue. Using chat, you can track your customers and engage them at just the right moment. Take your team's productivity to the next level with knowledge-integrated Live Chat from Synthetix.

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The Customer Service platform that delivers amazing ROI

Synthetix delivers huge productivity gains and ROI for both enterprise and SMEs. We could do the same for you. Just estimate the number of monthly visitors that your website receives and type the figure into the calculator below to view the kind of savings Synthetix could generate for you within days.

...visitors could give you totals of:*


Self-service sessions per month


Deflected contacts per month


Agent hours saved per month


Monetary saving per month

* These estimates are based on actual, average Synthetix self-service client metrics of a 5% usage rate, 50% contact deflection rate and 15 minute average handling time for contacts by email or telephone at a rate of £18.40 per hour. Your stats may differ. Hourly rate source: Contact Center Decision-Makers' Guide 2017, Contact Babel.

Great savings! We should talk.

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We're the choice of some of the world's leading brands, revolutionising enterprise online customer service one deployment at a time. Here's what our customers say about us...

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Arrange a full demonstration of Synthetix software with our friendly business development team, who will answer all of your questions about our award-winning digital customer engagement solutions.

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