{"id":97638,"date":"2025-06-28T09:02:48","date_gmt":"2025-06-28T07:02:48","guid":{"rendered":"https:\/\/intercoaching.fr\/?p=97638"},"modified":"2025-06-28T09:02:50","modified_gmt":"2025-06-28T07:02:50","slug":"synogpt-artificial-intelligence-at-the-heart-of-customer-support-at-synology","status":"publish","type":"post","link":"https:\/\/intercoaching.fr\/en\/synogpt-artificial-intelligence-at-the-heart-of-customer-support-at-synology\/","title":{"rendered":"SynoGPT: Artificial intelligence at the heart of customer support at Synology"},"content":{"rendered":"

For several years, Synology has been leveraging artificial intelligence to transform its customer service. While the company remains discreet about its internal tools, its initiative, called SynoGPT, embodies the integration of AI into technical support. This system, which combines text generation and augmented search, autonomously responds to simple requests, ensuring a fast and relevant response. Gradually adopted, SynoGPT illustrates how AI can enrich customer interactions without replacing human expertise. For several years, Synology has been integrating artificial intelligence to optimize its customer service. The SynoGPT tool, based on Retrieval-Augmented Generation (RAG) technologies, has truly transformed the support process by automating simple requests while ensuring high satisfaction through timely and relevant responses. This AI solution is not intended to replace human operators, but to enhance technical support by freeing teams from basic requests while maintaining the quality of support for more complex requests.SynoGPT\u2019s essential role in Synology customer support<\/strong> Synology has been implementing SynoGPT, an artificial intelligence tool using the RAG method, for two to three years in its technical support. This solution, coupled with an enriched knowledge base and ticket history, allows it to respond to level 0 requests with increased efficiency. Implemented discreetly and strategically, the AI \u200b\u200boperates completely autonomously, ensuring exceptional responsiveness. Assistive AI, not a substitute<\/strong>Inside Synology, artificial intelligence<\/p>\n\n

, far from replacing human teams, offers complementary assistance. According to William Eudes, Technical Support Manager, AI automates the processing of simple tasks, allowing technicians to focus on complex issues requiring in-depth human intervention. Thus, SynoGPT handles approximately a quarter of the 2,000 monthly tickets, considerably simplifying the overall workload.Level 0: Efficiency and Speed \u200b\u200bat All Times<\/strong> SynoGPT\u2019s unique feature lies in its ability to intervene in the absence of a human response within 30 minutes. This automated system is particularly valuable outside of business hours, ensuring continuous service to users. Since September 2024, the automatically validated AI suggestions attest to the reliability and technological maturity achieved by the system, creating notable satisfaction, as 60% of customers do not reopen their ticket after interacting with SynoGPT. Continuous Evaluation and Improvement of Response Quality Every interaction generated by<\/strong>SynoGPT is systematically evaluated by both customers and Synology technicians. This allows for continuous optimization of the quality of the suggestions offered by the AI. According to Synology, the responses achieve a level remarkably close to human quality, demonstrating the relevance and necessity of such a system in customer support. Thanks to this approach, Synology guarantees continuous improvement of the service provided.<\/strong> A solution designed for individuals and small businessesToday,<\/strong> SynoGPT<\/p>\n\n

is primarily intended for individual users and small businesses, leaving room for more in-depth human support for the specific needs of businesses and large accounts. The latter benefit from comprehensive support, particularly for complex projects such as storage unit migrations.<\/h2>\n\n

Personal feedback on the effectiveness of SynoGPT Having had a personal experience with Synology support on a Sunday, I can attest to having received, within 30 minutes, a highly targeted and relevant AI-generated response. Although my issue turned out to be hardware-related\u2014covered under warranty\u2014the AI \u200b\u200bguided me effectively. This experience confirmed the responsiveness and clarity provided by SynoGPT, sparking my interest in this incredible tool.<\/strong>In conclusion,SynoGPT<\/strong> demonstrates that artificial intelligence can be integrated into technical support without descending into dehumanization, offering a fast, relevant solution tailored to user needs, while reserving the management of more complex cases for humans.<\/p>\n\n

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