Synology Launches Self-Hosted AI Assistant for Technical Support
Synology introduced AI Advisor, an artificial intelligence assistant designed to answer technical questions and guide customers through product selection and troubleshooting. The tool runs on Synology's own servers rather than relying on third-party AI providers, meaning customer data stays within the company's infrastructure.
The AI Advisor is live now on Synology's website. It integrates with existing product recommendation tools and directs users to relevant support articles, downloads, and configuration guides based on their specific questions.
How It Works for Support Teams
The assistant uses machine learning trained on over a decade of Synology's technical documentation and support history. Steven Liang, Manager of the Generative AI Application Group at Synology, said the system uses "dynamic knowledge injection, context optimization, and a continuous evaluation pipeline" to improve accuracy over time.
For support professionals, this means the tool handles initial inquiries before they reach human agents. It can recommend the right product for a customer's needs, answer common technical questions, and point users toward self-service resources. This reduces the volume of basic questions reaching support teams.
Data Privacy Built In
Unlike cloud-based AI services, AI Advisor processes all queries on Synology's own servers. No conversation data goes to external AI providers. The company plans to move the system to dedicated Synology infrastructure later in 2026, ensuring complete data residency.
This approach addresses a key concern for organizations handling sensitive customer or technical information. Support teams can use the system without worrying about data leaving the company's control.
Integration With Existing Tools
AI Advisor works alongside Synology's NAS Selector and NVR Selector tools. These help customers size and select hardware before purchase. The AI system understands the context of each question and guides users through product selection workflows tailored to their deployment needs.
The website update also adds support for global accessibility standards, making the tool usable for a broader audience.
What This Means for Support Operations
Support teams benefit from reduced ticket volume for routine questions and faster resolution times. The system handles information discovery at scale, freeing human agents to focus on complex technical issues. For customers, faster answers mean problems get resolved without waiting for support contact.
Learn more about AI for Customer Support and how Generative AI and LLM technologies are reshaping how organizations handle customer interactions.
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