May 30th, 2024 – Mumbai, India – Synology is transforming global customer service by integrating AI into the entire process, significantly enhancing the efficiency and quality of provided.
“Synology provides comprehensive technical , encoming product usage inquiries, critical troubleshooting, and advisory for complex deployments.” said Vincent Tsai, Director of Technical Service. “With the introduction of the new AI, our goal is to substantially reduce response times for basic inquiries, thus enabling our technical engineers to concentrate on addressing complex cases that demand immediate attention.”
Leveraging a Retrieval-Augmented Generation architecture, Synology’s AI has access to anonymized technical materials and troubleshooting insight gained from Synology’s experience serving millions of customers worldwide. Further alignment and reinforcement learning processes ensure the response is high-quality, helpful, and self-improving.
With the introduction of Synology’s first-generation AI, customers can anticipate a significantly faster response time, improved by up to 20 times, leading to a more optimized service experience.
