faqtAgent Software

4.00 / 5 (2)

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.



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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8

2 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

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

May 2019

Bimal from esure

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

May 2019

Willing to go the extra mile!

I have been working with Synthetix for nearly 2 years. In that time they have been very accomodating in allowing us to customise our MI requirements and have strived to match our expectations when relying on customer data.

Pros

The amount of granular data that is available to the user

Cons

Load times over broad date ranges can be long.