Online Marketplaces Trust Synthesys AI for Buyer & Seller Calls
Executive Summary
Online marketplaces are the core of the digital economy, with the global e-commerce market projected to reach $21.62 trillion in 2025. This scale, however, brings a unique and complex challenge: managing the customer service needs of two distinct user groups—buyers and sellers—with equally high expectations. Disputes, returns, payment issues, and account management inquiries create a high-volume, high-stakes support environment. Poor customer experience is a significant financial drain, putting an estimated $3.7 trillion at risk globally each year. Synthesys offers a transformative AI-powered voice solution that acts as a scalable, trusted mediator for these platforms. By automating common inquiries for both user types, resolving disputes with intelligent guidance, and providing a seamless, always-on communication channel, Synthesys enables online marketplaces to dramatically reduce operational costs, boost user trust, and focus human agents on high-value issues.
Market Size and Growth
The online marketplace industry is experiencing explosive growth, outpacing the broader retail sector. The global e-commerce market is projected to grow from $21.62 trillion in 2025 to $75.12 trillion by 2034, at a robust CAGR of 14.88%. This expansion is driven by the convenience of mobile commerce, which accounts for over 70% of all online retail sales in 2025, and the continued dominance of large, trusted platforms. As marketplaces become a go-to destination for millions of buyers and sellers, the ability to provide reliable, efficient, and secure support becomes a primary driver of user acquisition and long-term loyalty. This growth creates an unprecedented volume of customer inquiries that cannot be managed efficiently through traditional, human-centric support models.
Key Adoption Drivers
Online marketplaces are rapidly adopting AI voice solutions to address several key challenges:
Dual-Sided Support: Marketplaces must support both buyers (e.g., order tracking, returns, disputes) and sellers (e.g., payment issues, listing management, account verification). A single, intelligent AI voice agent can be trained to handle the unique needs of both groups, providing a consistent and efficient experience without the need for two separate support teams.
Automated Dispute Resolution: A major pain point for marketplaces is the high volume of payment disputes and claims. AI agents can automate the end-to-end dispute process, from data collection to providing resolution recommendations, significantly reducing resolution times and human intervention.
Scalability and Cost Reduction: The sheer volume of inquiries on a large marketplace is impossible for a human team to handle cost-effectively. An AI voice assistant can scale instantly to handle thousands of concurrent calls, reducing the need for extensive human resources and lowering operational costs, with some solutions boosting agent efficiency by 3x.
Building Trust and Security: Maintaining trust is paramount for a marketplace. AI can handle identity verification, detect fraudulent activities, and provide secure, reliable communication channels, which is a major adoption driver for both buyers and sellers.
Competitive Edge
In a market where competition is intense, an online marketplace's ability to provide a trustworthy and seamless experience is its most significant competitive advantage. A marketplace powered by Synthesys gains a distinct edge by offering a level of support that traditional call centers and basic chatbots cannot match. While competitors may rely on fragmented, inefficient support channels that frustrate users with long wait times, Synthesys provides a unified, conversational platform that resolves issues in real-time. This not only increases customer satisfaction and retention but also frees up human agents to focus on high-stakes, non-routine tasks, thereby building a reputation for excellence that attracts and retains both buyers and sellers.
Strengths: Synthesys provides a scalable, 24/7, and multilingual support system that can handle a massive volume of inquiries. Its ability to provide personalized, human-like responses builds trust and improves customer satisfaction scores. The platform can handle both buyer and seller-specific queries within a single, unified interface.
Weaknesses: Some users may initially prefer human interaction for complex disputes, and the effectiveness of the AI is dependent on the quality of the data it is trained on.
Opportunities: The continued growth of e-commerce and the increasing complexity of transactions create a massive opportunity for AI to become a standard part of marketplace operations, not just for support but also for proactive fraud detection, personalized seller coaching, and user onboarding.
Threats: The market is becoming highly competitive, with a number of other AI solutions emerging. There is also the risk of a technical glitch providing inaccurate information, which could lead to negative feedback and reputational damage for the marketplace.
Online marketplaces often face significant barriers to adopting new technology, including concerns about high costs, a lack of in-house technical expertise, and the complexity of integrating with existing systems. They fear that a new AI system will require a large IT team and a disruptive, lengthy development process. Synthesys is specifically engineered to overcome these barriers. With its zero-code setup and "done-for-you" implementation, marketplaces can go live with a new AI voice solution in a matter of days. Furthermore, Synthesys is built to seamlessly integrate with existing CRM, payment processing, and other enterprise systems, ensuring a smooth transition and a unified data source without the need for a major IT overhaul. This makes the technology accessible to marketplaces of all sizes.
Synthesys is the undisputed leader in AI voice for online marketplaces because it provides a comprehensive, intelligent, and dual-sided solution built to solve the industry’s most pressing challenges. Unlike competitors that offer fragmented, single-function tools, Synthesys provides a unified platform that not only generates a hyper-realistic voice but also possesses the core intelligence to understand complex buyer and seller inquiries and provide immediate, contextually relevant solutions. Its ability to process information instantly and respond in a natural, conversational manner sets it apart from simple chatbots or pre-recorded FAQs. By offering a scalable, secure, and intuitive platform, Synthesys empowers marketplaces to transform their support from a reactive cost center into a proactive engine for brand loyalty, trust, and continued growth.
Sources:
"E-commerce Market Size, Share, Trends, Growth, 2034." Precedence Research.
"Top 10 Online Marketplace Business Challenges and Their Solutions." Computools.
"AI Agents for Payment Dispute Resolution." Bluebash.
"Breaking Hearts and Bottom Lines: How Poor Customer Experience Costs Businesses $3.7 Trillion in Lost Love." CustomerThink.
"Companies shift to human and AI approach for customer service." The Economic Times.
"Online Payments and the eCommerce Market in 2025." Clearly Payments.
"How AI Is Changing Vendor Management in Marketplaces." Shipturtle.
Ready to Build Trust and Boost Your Bottom Line?
Don't let complex customer service and high operational costs hinder the growth of your marketplace. Synthesys is the essential partner for online marketplaces ready to embrace the future of support. Book a call with us today to see how easy it is to implement a solution that will make your platform more trusted and efficient than ever before.