US conversational AI provider LivePerson has launched Syntrix, a simulation and evaluation platform designed to help enterprises deploy customer-facing AI with confidence and unlock AI value across customer interactions according to a PR Newswire report.

The platform addresses AI paralysis where concerns over hallucinations, brand compliance, and edge case handling stall customer experience innovation. Syntrix provides evaluation environment where brands can rigorously test AI agents and train live agents against sophisticated synthetic customer personas and scenarios, measuring adherence to brand policies before interacting with real customers.

Chris Mina, Chief Technology and Product Officer at LivePerson, stated, "Syntrix launches as an AI agent evaluation and live agent training platform built for enterprise CX. It provides the critical assurance brands need to safely deploy customer-facing AI, giving them visibility, control, and the confidence to scale."

The platform represents the first of its kind to unify evaluation of both digital and human workforces. For AI agent evaluation, brands can continuously stress-test AI agents and guardrails against diverse customer personas and edge-case scenarios through vendor-neutral approaches ensuring performance observability and predictability regardless of whether agents are built on proprietary or third-party models.

For live agent training in contact centres and sales, Syntrix replaces slow, manual role-playing with scalable AI-powered synthetic customers and simulations. New hires can practice high-stakes, complex, or edge-case conversations with out-of-the-box or custom synthetic customers, receiving instant, automated feedback on empathy, accuracy, and brand compliance.

Early estimates demonstrate significant operational impact including accelerated AI readiness and deployment confidence, reduced contact centre agent new hire ramp time by up to 30% saving average USD 3,500 (€3,325) in onboarding costs per agent, and mitigated risk through proactive issue identification in simulated environments.

Explore how AI evaluation platforms are transforming enterprise customer experience readiness in the complete article.