KhanyaTech is proud to bring Syntalyze to organisations that want to cut their cost to serve and still deliver world-class service. Grounded answers, in every language, on every channel, for the whole journey.
Why it fits
Microsoft, Google, Amazon and Salesforce hold your records, your tickets and your identity, and nobody is replacing them. What none of them come with is knowledge: accurate, structured, maintained and written about your actual products, in your customers’ actual languages.
Syntalyze embeds into the channels you already run: a script tag on the website, a panel in the agent desktop, a call to the partner API from your app or IVR. Nothing is migrated and nothing is replaced.
It does not want to own the customer record. It reads what it needs, answers the question, drives the workflow to a result, and writes the outcome back where your business already keeps it.
Most knowledge tools hand over an empty box and a licence fee. KhanyaTech brings a bureau team that writes and maintains the content inside it, so the library is useful in week one, with your own experts authoring alongside them wherever they want to.
The platform: Syntalyze
These are not roadmap items. They are the reasons the answers hold up when a real customer asks a real question at 21:40 on a Sunday.
Structure
Not a folder of PDFs with a search box bolted on. Knowledge is modelled (product, symptom, resolution, step), versioned, owned and licensed. Every answer a customer sees traces back to an authored step with a name against it, which is what makes it correctable.
Maintenance
The library keeps itself aligned to three moving targets. What you sell: it reads your own storefront, recognises products it has not seen and re-points existing knowledge at them. What is working: content is judged by what it achieves (the handling time and first-touch resolution of the journeys it was served into), so an article that is quietly costing you money is flagged for rewriting, rather than left alone because nobody complained about it. What is coming: questions arriving with no grounded answer surface as named, counted demand while it is still small. In every case the gap becomes a work item instead of a silent dead end.
Accuracy
Retrieval is confined to licensed, authored content, and where a resolution exists the platform renders the authored steps as written rather than paraphrasing them into something plausible. If there is no grounded answer it says so and routes onward. A model that cannot invent an answer cannot invent a wrong one.
Language
Content is localised at step level and retrieved in the customer’s language, not machine-translated on the way out to the screen. English, isiZulu, Spanish and more, with voice prompts across seventeen locales. The instruction is translated; the name of the button on the screen is left exactly as the customer will see it.
Channels
One library, rendered natively per surface rather than squeezed through one widget. Web chat, customer self-serve, the contact-centre agent desktop, supplier and field portals, voice, and a partner API for everything else. The same fix, in the shape each channel can actually use.
Workflow
Answers are the easy half. Syntalyze runs the journey: identify the customer, look up the account, check what they are entitled to, book the visit, raise the order, capture the outcome. The workflow calls your APIs as it goes, so where the systems exist the whole need is served without anyone touching it. Where they do not, it hands to a person with the context already gathered and summarised for them, so the handover costs the customer nothing.
Retrieval
Vector retrieval over the licensed library, with disambiguation that earns its keep. When my device is overheating could mean four different products on the account, it asks the one question that narrows it, instead of guessing or returning four answers and leaving the customer to choose.
Coverage
Most deployments stall because they cover the question and not the consequence. Syntalyze is built to carry a contact from first words to closed outcome, and to feed what it learns back into the library.
The customer arrives with their own words, on whichever channel they picked.
Narrow to the right product and the right issue, asking only what is needed.
Authored steps, with the screens and media that go with them.
Book the appointment, raise the order, update the account, take the payment.
Straight into your systems by API, or to an agent, supplier or field team with the contact already summarised.
Voice of Customer analytics: intent, handling time and satisfaction per journey.
Stage six writes stage one. Every contact the library could not resolve becomes an authoring task, every fix that resolves too slowly or fails at first touch becomes a rewrite, and every improvement shortens the next journey. That loop is the self-healing part; it is why the platform gets better at your business specifically, rather than staying as good as the day it was installed.
One script tag on any page. Carousel or conversational rendering.
Branded, public and searchable; the deflection surface.
The same guidance beside the advisor, driving the same workflow.
Scoped work, sent out and returned, without granting system access.
Workflow prompts spoken in the caller’s locale, across seventeen voices.
Retrieval and workflow as endpoints, for your app, IVR or assistant.
Diagnostics
Operational KPIs measure the operation. Voice of Customer measures the customer. Because Syntalyze records both against the same journey, in the customer’s own words, it can tell you the thing neither one says on its own: which step is costing you the money.
An average time for the whole interaction. AHT goes up, and the number cannot tell you which part of the call got longer.
Time is recorded stage by stage, so the black hole has a location: the contacts where identifying the customer took longer than fixing the issue, or the lookup that leaves everybody waiting on a system that is having a bad day.
A DSAT score tells you it happened, at the end, to someone who was still willing to answer a survey.
Scores are joined to the turns that preceded them, so you can find the moment it was actually created (the question asked three times, the hand-off that dropped the context, the fix that did not work) and see how often that same moment recurs.
Returns data tells you what came back and when. It very rarely tells you why, and almost never in time to stop the next one.
Intent is classified from what customers actually said, so a run of returns traces back to a product, an issue, or a single instruction that is quietly sending people the wrong way. Fix the instruction and the returns stop.
Deflection counts the contacts you avoided. Nothing counts the ones you caused, or the questions nobody has an answer to yet.
Every unresolved contact is logged with its intent, so new demand arrives as a named question with a volume against it, days before it shows up as a spike in the queue and while there is still time to write the answer.
This is the part clients keep, whatever else they buy. The same analysis that tells the bureau what to write next tells you what your customer experience is really doing: which journeys are expensive, which are painful, and which of the two your operational reporting has been averaging away.
The difference
Our bureau team writes, structures, localises and maintains knowledge itself, the work that quietly decides whether any of this is worth having. Your own team can author alongside them, and we will help them do it.
Bureau content lives as a single shared library and is licensed to each client at the moment of the query. Your library starts full, and it grows every time the bureau writes for anyone.
Shared articles carry client parameters (your brand name, your app, your services, your terminology), so a customer never sees a generic instruction wearing someone else’s brand.
Not a translation memory and a hope. Steps are localised deliberately, including South Africa’s languages, with on-screen item names deliberately left untranslated so the instruction still matches what the customer is looking at.
New products, new services, new failure modes, new regulation. The bureau tracks what your customers are actually failing to resolve and closes those gaps, month after month.
The bureau is the fastest route, not the only one. The platform is a full authoring environment, and your own people can write, structure, localise and version content in it directly. Most clients do both: their specialists author what only they know, the bureau covers the long tail, the products and the languages, and we train and support whichever balance you land on.
Where we are
That is where our sales and bureau teams sit. It is not a border on the software; delivery is cloud-based, hosting can sit in the region the data belongs in, and the library travels wherever the proposition fits.
Sold and supported into UK contact centres, utilities, housing providers and retail. Deployed alongside an existing Microsoft, Google, Amazon or Salesforce estate, with content written to UK products, regulation and English-language conventions.
Local bureau capacity, local language coverage and in-region hosting for data that should not leave the country. Built for the reality of the market: many products, many languages, and customers who need the answer on the first attempt.
We have not drawn a line around the map. Where an organisation in another market has the same problem (too many contacts, too little knowledge, too many languages), the platform goes there and the bureau writes to whatever that market actually sells.
Getting started
Knowledge programmes do not stall on the software. They stall on the year somebody spends writing the content, integrating the systems and waiting for enough data to mean anything. None of those three are in your way here, which is why a first deployment (content, channel and analytics) can be running inside a week.
You are not handed an empty box. The bureau library covering your category exists, and it is licensed to you from the first day, so the opening conversation is about what is missing, not about what has to be built from nothing.
One tag on your website, a panel in the agent desktop, or a call to the partner API from the app or IVR you already run. No migration, no re-platforming, and nobody has to be moved off the system they work in today.
Analytics do not need months of baseline information before they say anything. The first real conversations already name what customers are asking, which journeys stall and which answers are missing, in their words rather than in a category someone chose in advance.
Start with answers. Add workflow, API calls and end-to-end automation later, to the journeys the analytics have already shown are worth automating. Nothing has to be finished before any of it is useful, and no phase is wasted if you stop at the one before.
Talk to us
We will show you the platform against your own products, and be straight with you about what the bureau would need to write before it earns its place.
hello@khanyatech.co.zaUnited Kingdom · South Africa
