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Platform

One platform to understand, resolve and turn contacts into intelligence.

Synertia is an Artificial Intelligence platform for Contact Management and Resolution. Voice and digital channels merge into a single, coherent database that gives the organisation a global view of every need.

  1. CONTACTS
  2. ACTIONS
  3. DATA
  4. INTELLIGENCE
  5. DECISION

Channels

Every channel. One platform.

Every contact is handled with the same intelligence, whichever channel it comes through.

Voice

Natural voice in European Portuguese, as well as English and French. Available 24/7, handles accents and changes in mood.

Web

Intelligent service on the organisation’s website, drawing on the same knowledge base.

Email

Messages understood, recorded and routed to whoever should handle them.

WhatsApp

Message contacts integrated into the same history and the same indicators.

Understand · Resolve · Act

It doesn’t just answer. It resolves.

Synertia quickly identifies the subject and resolves it. When it can’t, it re-routes, records, creates requests and alerts the right teams.

Intent and context

Identifies who is contacting, what they need and in what context.

Autonomous resolution

Answers and runs the defined processes whenever possible.

Intelligent routing

By area, service and topic. Critical matters go to the right entity.

Process execution

Triggers teams and workflows according to the organisation’s rules.

Request creation

Every need becomes a structured request, ready to handle.

Closed loop

If it doesn’t know, it records the request. If a transfer fails, it records it in writing. No one is left without an answer.

History · Recordings · Transcripts

Every contact, a complete digital case.

Every contact automatically generates a case with all the information needed for efficient follow-up.

  • AI summaries with suggested actions
  • Recording and auditable transcript
  • Consolidated history per contact
  • Structured summary by email for teams
Illustrative data

2026.21.00318

Proof of residence request

Front Office · Certificates

New

This ticket is with the “Front Desk” team, waiting for a member to pick it up.

Date
21/05/2026
Time
21:47
Duration
2m 18s
Priority
Normal

Request summary

The citizen needs a proof of residence for their child’s school. They confirmed the address and prefer to collect the document in person.

Suggested actions (AI)

Record the request and route it to the Front Office to issue the certificate. Contact the citizen when the document is ready.

Transfer
No
End of call
The citizen said goodbye and hung up.

Traceability · SLA

From first contact to resolution.

Every action is recorded in chronological order, so you can follow each request, who handled it and how long it took.

  • Full traceability
  • Transparency and simpler audits
  • SLA control by department and team
Illustrative data

Ticket 2026.39.01874

Used furniture collection request

Environment · Used furniture collection

Routed
SourcePhone call
Date/time23/09 · 09:12
Events7

History

  1. Contact received09:12:04 · AutomaticCall on the main line, answered by the digital assistant.
  2. Request recorded09:14:21 · AutomaticSummary, classification and ticket created.
  3. Status: Normal09:14:22 · Automatic
  4. Status changed: At risk11:40:00 · AutomaticResponse deadline close to the limit.
  5. Note added: call the citizen back11:52:13 · Team
  6. Routed to the “Environment” team11:53:40 · Team
  7. Completed15:26:08 · Team

Dashboards · Analytics · Reporting

A consolidated view of the organisation.

From countless scattered interactions to tailored dashboards and actionable information: contact volumes, recurring topics, times, statuses, SLA and team performance, in real time.

Illustrative data

Overview

Real-time activity analysis

Contacts4812
Resolved by AI71.4%
Tickets1377
Citizens2964
Successful transfers94.2%

Contact trend

By channel

  • Voice58%
  • Web18%
  • WhatsApp14%
  • Email10%

Subjects · who resolves

  • AI
  • Agent
  • Open
  • General information
  • Appointments
  • Document requests
  • Payments
  • Complaints

Ticket status

  • Completed66%
  • Transferred24%
  • Email7%
  • New2%
  • Under review1%

Full visibility of demand

What people ask for, by channel, topic and service.

Service levels

Continuous monitoring of indicators and SLA.

Decision support

Recurring topics and trends that guide management.

Integrations

Connects to what you already have.

Synertia integrates with existing technology platforms through APIs, protecting previous investments and getting the most out of the data available.

Every feature can be configured to the requirements and protocols of each organisation.

Security and governance

Trust by design.

Data protection, control and human oversight built into the platform, not added afterwards.

Data protection

Personal data processed in compliance with the GDPR.

EU hosting

Hosted in the European Union, with protection of sensitive data.

Security by design

Data protection and access control from the ground up.

Traceability

Audit trail and chronological record of every interaction and action.

Human oversight

Teams stay in control of what is handled and how.

Governance

Responsible use of AI, with rules set by each organisation.

Implementation

A simple, low-risk methodology.

Four phases that align goals, requirements and technology, with team validation and continuous improvement.

  1. Discover

    Understand the context, processes, information sources and required integrations.

  2. Build

    Configure the platform, implement integrations and set up flows, with quality testing.

  3. Enable

    Train users and managers, validate with the organisation and approve go-live.

  4. Evolve

    Follow usage, monitor results and drive continuous improvement.

Next step

Discover what Synertia can do for your organisation.

Talk to us and meet an Artificial Intelligence platform built to solve real problems.

Request a Demo