Synthetix HQ, Stansted, UK, 14 April 2016 – Synthetix welcomes the announcement by Mark Zuckerberg at the F8 conference in San Francisco regarding Facebook’s Messenger app allowing users to converse with businesses and brands through chatbots.
With ‘Omni-channel’ the buzzword within the customer service industry, Synthetix is delighted at the adoption of chatbots and messenger platforms as a powerful new interactive customer service channel.
Microsoft, too, announced their offering of chatbot framework to build and connect intelligent bots to interact with users using NLP (natural language programming) from text/SMS to Skype, Slack, Office 365 mail and other popular services.
Today, Synthetix is announcing full support for both Facebook and Microsoft’s API efforts, connecting with Synthetix’s popular automated FAQ and contact-centre omni-channel platforms. Clients with Synthetix SocialAgent - Natural Language FAQs within Facebook, will be offered a Messenger bot connecting to the SocialAgent customer-service knowledge-base as a free upgrade. Additionally, bots will be able to seamlessly escalate automated customer dialogues to live agents, for customers of Synthetix ContactCloud – the omni-channel agent desktop for customer contact.
A leading player within the online customer service SaaS arena, Synthetix has been building chatbots since 2001. Always looking to take online customer service to the next level, it’s no coincidence that their latest API tools (SYNAPPS) support both Microsoft and Facebook’s bot frameworks, which will open up new opportunities for businesses to expand their online customer service technology strategy and support customers directly without shifting them to channels such as phone and email.
Operational metrics and analytics within SYNAPPS will deliver insights into how the chatbot applications are performing.Peter McKean, Managing Director at Synthetix says: “Synthetix is leading the world in customer service innovation with our unique knowledge-base, customer contact platform and incredible APIs. Today’s announcement of support for Facebook and Microsoft’s bot frameworks strengthens our position as a leading omni-channel vendor with a commitment to support new customer contact channels as soon as they are available.”