Synology launches AI Advisor for technical support - keeping data in-house
Synology has released AI Advisor, an intelligent assistant that answers technical questions directly on its website. The tool uses a self-hosted language model that never sends user data to external AI providers, addressing a core concern for support teams managing customer interactions.
The system draws from over a decade of Synology's internal AI work. It combines what the company calls "agent-as-tool design" with dynamic knowledge injection and continuous evaluation to refine responses over time.
Data stays on Synology's servers
Privacy is the centerpiece here. Unlike many AI support tools that rely on third-party services, AI Advisor runs on Synology's own infrastructure. The company plans to migrate to dedicated Synology hardware later in 2026, guaranteeing all user interactions remain within the company's control.
For support teams, this matters. Customers can ask technical questions without worrying that their deployment details or configuration information gets logged by an external vendor.
Guided workflows reduce back-and-forth
The tool integrates with Synology's existing NAS Selector and NVR Selector tools. When a customer asks a question, AI Advisor understands the context and directs them to relevant support articles, downloads, or configuration guides.
This workflow approach cuts the time between question and answer. Instead of customers searching manually or opening support tickets, the assistant routes them to the right resource in one step.
Accessibility standards included
Synology's website update also adds support for global web accessibility standards, making the interface usable for people with disabilities.
AI Advisor is live now on Synology's website.
For support professionals: This approach to AI for customer support shows how generative AI and LLM systems can reduce ticket volume without outsourcing customer data to third parties. The self-hosted model is worth watching as more vendors face pressure to keep sensitive information internal.
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