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Customers

The people and companies behind your conversations — profiles, churn risk, and saved lists.

Every finding and topic traces back to real people and companies. Synthight builds those profiles automatically — no manual CRM-style data entry — so you can see who's affected, not just how often it comes up.

The two headline signals

Both People and Companies track the same two things at their core:

  • Sentiment — how positive or negative the tone of their conversations has been
  • Churn Risk — Low / Medium / High, a signal of how likely they are to leave

Both pages also surface Resolution Rate for that customer's incidents — see Key concepts for the exact calculation.

How a person's identity is resolved

A person is identified by email first, then phone, then name — whichever is available on a given ticket. This means the same person is correctly grouped as one profile when they contact you multiple times through the same channel using the same contact details.

Note

Identity resolution doesn't currently stitch a person together across different identifiers — someone who emails from one address and later chats in using a different email (or no email at all) will appear as two separate profiles rather than one merged one.

Frequently asked questions

What's the difference between People and Companies in Synthight?
People are individual customer profiles built from ticket contact details, while Companies are the account-level rollup — each company's Churn Risk is a weighted average of the risk scores of the people who work there.
How does Synthight know two tickets are from the same person?
It resolves identity using email first, then phone, then name, whichever is available on a given ticket — so the same person is grouped into one profile as long as they contact you through the same channel with the same contact details.
Will one person show up as two separate profiles?
Yes, if they contact you with different identifiers — for example, emailing from one address and later chatting in with a different email or no email — since identity resolution doesn't currently stitch identifiers together across channels.
What are the two main signals tracked for every customer?
Sentiment (how positive or negative their conversations have been) and Churn Risk (Low/Medium/High). Both People and Companies pages also surface Resolution Rate for that customer's incidents.

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