Platform
Eight things a knowledge layer has to get right.
These are the reasons the answers hold up when a real customer asks a real question at 21:40 on a Sunday.
Structure
Knowledge that is modelled, not piled up
Not a folder of PDFs with a search box bolted on. Product, issue, resolution and step are modelled, versioned and owned. Every answer traces back to an authored step with a name against it, which is what makes it correctable.
Accuracy
Hallucination-free by construction
Retrieval is confined to your content. Where a resolution exists, the authored steps are rendered as written rather than paraphrased into something plausible. If there is no grounded answer it says so and routes onward. A model that cannot invent an answer cannot invent a wrong one.
Maintenance
Self-healing
The library tracks three moving targets. What you sell: it reads your storefront and re-points knowledge at new products. What is working: content is judged by the handling time and first-touch resolution of the journeys it was served into. What is coming: questions with no grounded answer surface as named, counted demand while they are still small.
Language
Localised at step level
Content is retrieved in the customer’s language, not machine-translated on the way to the screen. The instruction is translated; the name of the button on the screen is left exactly as the customer will see it.
Identity
Knows who it is talking to
A customer is identified by any combination of what they give: a reference and a surname, or a date of birth, a surname and a postcode. A wrong value is a no-match, nothing leaks. Once identified, the record follows them across every journey in the session.
Workflow
Total journey coverage
Answers are the easy half. Workflows identify the customer, read the account, check entitlement, book, order and capture the outcome, calling your APIs as they go. Build them visually, or describe one and let the AI builder draft it. Signals watch for events and launch journeys on their own.
Retrieval
Disambiguation that earns its keep
When "my device is overheating" could mean four products on the account, it asks the one question that narrows it, instead of guessing or returning four answers and leaving the customer to choose.
Resolution
Every answer ends with the next step
A generic chatbot answers and stops. Here each answer is followed by the actions that finish the job: book the repair, read the full guide, check the account, talk to a person. The customer picks one and the chat carries it out. An answer becomes a resolution.
Insight
Your dashboard says what. The journey says where.
Time is recorded stage by stage, satisfaction is joined to the turns that preceded it, and every unresolved contact is logged with its intent. New demand arrives as a named question with a volume against it, while there is still time to write the answer.
Coverage
The whole journey, and every way into it.
01
Find
The customer arrives in their own words, on whichever channel they picked.
02
Diagnose
Narrow to the right product and the right issue, asking only what is needed.
03
Resolve
Authored steps, with the screens and media that go with them.
04
Transact
Book the appointment, raise the order, update the account, take the payment.
05
Hand off
Straight into your systems by API, or to an agent or supplier with the contact already summarised.
06
Learn
Intent, handling time and satisfaction per journey, feeding the next round of content.
Stage six writes stage one. Every contact the library could not resolve becomes an authoring task, every fix that resolves too slowly becomes a rewrite, and every improvement shortens the next journey.
Channels
One library, rendered natively per surface.
Web chat
One script tag on any page. Chat panel or inline in the page.
Hosted support site
Branded, public and searchable. The deflection surface.
Agent desktop
The same guidance beside the advisor, driving the same workflow.
Supplier and field
Scoped work sent out and returned, without granting system access.
Voice
Workflow prompts spoken in the caller’s locale.
Partner API
Retrieval and workflow as endpoints, for your app, IVR or assistant.
Your records, your choice
Keep the systems you have, or let Syntalyze hold the record.
Your CRM, ticketing and identity providers may already hold your records. What none of them come with is knowledge: accurate, structured, maintained and written about your actual products, in your customers’ actual languages.
If you want to keep them, Syntalyze orchestrates between them. It reads what it needs from each system, answers the question, drives the workflow to a result, and writes the outcome back where your business already keeps it.
If you would rather not run another system, Syntalyze keeps the customer record itself. Agents see the customer, their history, open cases and every conversation in one view, so the agent desktop does the job of a CRM.
Works with the data you have today
Read records live from your systems’ APIs during a conversation, import an export from a spreadsheet with a dry run first, or capture details in the chat itself. Start with what you have now and connect more systems as you go.
Every change to a record is kept in an audit ledger with who changed it and from which conversation.
Live before the end of the day.
Paste your website address, let it read your pages, and publish the assistant on a test page today. Fourteen days free on any self-serve plan.