List of Synthetix Customers
Ely, CB6 3NW,
United Kingdom
Since 2010, our global team of researchers has been studying Synthetix customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Synthetix for Chatbots and Conversational AI from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Synthetix for Chatbots and Conversational AI include: Wessex Water, a United Kingdom based Utilities organisation with 3000 employees and revenues of $1.50 billion, Yorkshire Building Society, a United Kingdom based Banking and Financial Services organisation with 3300 employees and revenues of $1.34 billion, esure Group, a United Kingdom based Insurance organisation with 1500 employees and revenues of $1.05 billion, Dwr Cymru Welsh Water, a United Kingdom based Utilities organisation with 3500 employees and revenues of $978.0 million, PROVIDENT FINANCIAL PLC, a United Kingdom based Banking and Financial Services organisation with 2535 employees and revenues of $595.0 million and many others.
Contact us if you need a completed and verified list of companies using Synthetix, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Synthetix customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Dwr Cymru Welsh Water | Utilities | 3500 | $978M | United Kingdom | Synthetix | Synthetix | Chatbots and Conversational AI | 2010 | n/a |
In 2010, Dwr Cymru Welsh Water implemented Synthetix as a multilingual virtual agent on its public website. The Synthetix deployment is categorized as Chatbots and Conversational AI and introduced the branded commercial chatbot Ffion to deliver English and Welsh customer service interaction across its online estate.
The implementation of Synthetix included text recognition and branded conversational flows, a set of pre programmed conversational goals, and special interactive journeys that guide users toward resolution. The smartAgent Ffion was configured to operate twenty four hours a day seven days a week, navigate users around www.dwrcymru.com, provide curated information such as meter requests and leak reporting, and enable document download of PDF forms within conversations.
Operational coverage targeted Dwr Cymru Welsh Water customer service for residential and business customers across Wales and adjoining areas of England, servicing 1.2 million household customers and over 110,000 businesses. The deployment used the Synthetix.info service to collect and analyse conversational logs, creating a direct feedback loop between online enquiries and contact centre workflows, and supporting efforts to reduce routine inbound enquiries and CRM handling.
Governance and operational practices emphasized continual content refresh driven by conversation logs, maintaining up to date knowledge in the Synthetix smartAgent and optimizing both online and offline customer information. Outcomes stated by the organisation include automatic handling of common queries, reduced contact centre demand and CRM costs, improved customer satisfaction, and a persistent mechanism for surfacing customer wants and needs. The implementation is recorded as the first multilingual deployment in the Utility sector for Dwr Cymru Welsh Water using Synthetix.
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esure Group | Insurance | 1500 | $1.1B | United Kingdom | Synthetix | Synthetix | Chatbots and Conversational AI | 2019 | n/a |
In 2019, esure Group implemented Synthetix on its website. The deployment uses Synthetix as a customer-facing Chatbots and Conversational AI layer to handle web-based enquiries, automate routine policy and quote questions, and provide initial claims triage for online customers.
The implementation centers on conversational modules including intent classification, dialogue management, a managed knowledge base, and escalation rules to route complex sessions to human agents. Synthetix is embedded in esure Group's web front end and drives chat workflows across customer service and policy servicing functions within the United Kingdom. Operational governance included conversational content review and update processes to keep FAQ responses and scripted flows aligned with underwriting and claims policies, and instrumentation for conversation analytics and session logging was implemented to support ongoing tuning and operational handovers.
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Hartley Optical | Retail | 20 | $2M | United Kingdom | Synthetix | Synthetix | Chatbots and Conversational AI | 2021 | n/a |
In 2021, Hartley Optical deployed Synthetix on its website at https://www.boots.com/HartleyOptical/ to provide automated online customer engagement. The deployment centers on Synthetix as the company's Chatbots and Conversational AI solution supporting customer service and shopper assistance on the United Kingdom facing storefront.
The Synthetix implementation focuses on web chat widget delivery, conversational flow authoring, intent classification, and FAQ automation, with an administrative console used for content updates and conversation tuning. Configuration emphasizes live agent handover and fallback handling to preserve escalation paths, and the implementation scope is limited to e commerce and customer service interactions on the company website rather than enterprise back office functions.
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Manufacturing | 4000 | $520M | Germany | Synthetix | Synthetix | Chatbots and Conversational AI | 2024 | n/a |
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Manufacturing | 131 | $40M | United Arab Emirates | Synthetix | Synthetix | Chatbots and Conversational AI | 2024 | n/a |
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Professional Services | 30 | $4M | United Kingdom | Synthetix | Synthetix | Chatbots and Conversational AI | 2017 | n/a |
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Banking and Financial Services | 1250 | $219M | United Kingdom | Synthetix | Synthetix | Chatbots and Conversational AI | 2020 | n/a |
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Banking and Financial Services | 2535 | $595M | United Kingdom | Synthetix | Synthetix | Chatbots and Conversational AI | 2020 | n/a |
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Banking and Financial Services | 1380 | $425M | United Kingdom | Synthetix | Synthetix | Chatbots and Conversational AI | 2025 | n/a |
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Utilities | 3000 | $1.5B | United Kingdom | Synthetix | Synthetix | Chatbots and Conversational AI | 2008 | n/a |
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