LivePerson announced the launch of Syntrix on March 3 2026. The platform is a simulation and evaluation tool that lets enterprises test AI agents and train live agents against synthetic customer personas and scenarios, measuring adherence to brand policies before any real‑world interaction.
Syntrix unifies the evaluation of both digital and human workforces, providing visibility, control, and assurance for companies looking to scale generative‑AI across their customer journeys. The platform supports proactive simulation and continuous evaluation, moving beyond reactive, production‑only learning to a governance‑focused approach that helps brands mitigate hallucinations, brand compliance issues, and edge‑case handling.
LivePerson’s financial performance has been a backdrop to the launch. In Q3 2025 the company reported total revenue of $60.2 million, a 19.0% year‑over‑year decline driven by customer cancellations and downsells. In Q4 2024 revenue was $73.2 million, exceeding expectations, but the company posted an earnings‑per‑share of –$1.27 versus the forecast of –$0.05, highlighting ongoing profitability challenges. Syntrix is positioned as a key element of LivePerson’s turnaround strategy, aiming to drive adoption of its AI solutions and generate new revenue streams.
Management emphasized the platform’s value. Chris Mina, LivePerson’s Chief Technology and Product Officer, said, "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." He added, "By moving from reactive, production‑only learning to proactive simulation and continuous evaluation and improvement, brands are able to deploy AI in line with strong governance practices and deliver meaningful business outcomes." John Sabino, CEO, highlighted the broader context: "With Conversation Simulator, we're giving brands the ability to test, train and validate AI before it ever reaches a customer, making generative AI more predictable, measurable and ready for the enterprise. We're one of the only companies in the market that provides this assurance for both AI and human agents."
The launch positions LivePerson against competitors that are expanding their AI capabilities. By offering a vendor‑neutral, governance‑focused solution, LivePerson differentiates itself and strengthens its conversational‑AI portfolio. The company was named a Leader in the 2026 Aragon Research Globe for Agent Platforms, underscoring industry recognition of its technology and strategic direction.
Syntrix represents a significant step in LivePerson’s effort to rebuild confidence in its AI offerings and reverse recent revenue declines. If the platform successfully accelerates AI adoption and improves compliance, it could open new revenue opportunities and support the company’s broader turnaround plan.
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