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About faqtAgent
faqtAgent by Synthetix is a cloud-based multichannel self-service customer service solution for call center agents. Suitable for organizations of all sizes, its self-service feature enables customers to quickly and accurately answer questions themselves.
faqtAgent’s FAQ search works by using natural language processing (NLP) for quality matches to customer queries. Its learning algorithms automatically reorganize its structure of knowledge base after each customer interaction to present relevant results.
The solution can be integrated with the vendor's live chat customer service solution, which enables escalation to live Web chat with call center agents without major interface change. The online editing feature enables security measures, such as editorial permissions, approval processes and granular logging.
faqtAgent also has a built-in management analytics to access reports on the usage of an organization’s FAQ knowledge base by date ranges and automatic summary email on daily, weekly and monthly basis.
1 Reviews of faqtAgent
Overall rating
4.00 / 5 stars
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March 2019
Paula from Insurance
Company Size: 501-1,000 employees
Review Source: Capterra
Ease-of-use
4 of 5
Value for money
5 of 5
Customer support
5 of 5
Functionality
5 of 5
March 2019
Synthetix Live Chat
Working with Synthetix means we have customer support available on all channels allowing customers to complete their journey on their preferred communication channel. We now have more opportunities to tap into customer insights using Synthetix technology. I am confident Synthetix will continue to deliver tools and techniques to stay one step ahead in a constantly evolving business environment.
Pros
The support from the Synthetix team is always on point, the technology is great and Synthetix go a step further providing a human touch to their customer support. The platform is regularly updated with new innovative features that help us deliver a first class live chat customer experience. The UI is feature rich and easy to use, downloadable dashboards provide insight into customer trends. The Live key press feature helps users anticipate the query speeding up response times. A unique section of the platform invites feature requests from customers including a voting system to rate the most useful requests. This is a brilliant way to listen to your customers building future designs to meet their needs.
Cons
From an administration perspective the trigger management system uses a different platform and to have all functionality on one platform would increase ease of use.