CraftTalk AI Customer Communication Platform

The main articles are:

• CRM (Customer Relationship Management System)
• Omni channel
• SaaS - History. Philosophy. Development drivers

CraftTalk is a omnicanal AI platform for communication with customers through chat on the site,, with messengers voice assistants the help chat boats of and "live" employees.

2024

Integration with Ozon, Yandex.Market, Wildberries, Avito

CraftTalk offered its clients the integration of the solution with the main the Russian Marketplaces ones Ozon-,,,. Yandex.Market Wildberries This Avito option is already available to company customers connected at any of the company's cloud rates. CraftTalk announced this on October 16, 2024.

The avalanche-like growth of online commerce started during the coronavirus period and from that moment continues to increase its turnover. The total turnover of online commerce in 2023 in Russia amounted to 6.395 trillion rubles, and more than half of this amount (56%) fell on marketplaces. In the first seven months of 2024, revenue in the e-trade (e-commerce) segment reached 4.6 trillion rubles, the share of marketplaces increased to 57.1% - such data are provided by the Association of Internet Trade Companies (AKIT). The association predicts that by the end of 2024 the total turnover of the industry will exceed 9 trillion rubles, and in the next three years this amount will double.

We take into account the growth trend of e-commerce on marketplaces in the roadmap of our platform. In 2024, we made integration with all key marketplaces - Ozon, Yandex.Market, Wildberries, Avito. Now it is enough for our customers to indicate the desire to connect communication with customers through one or all of the specified marketplaces to the communication panel of their manager or operator of the contact center, and integration will be configured within a few working days. Moreover, we deliberately included this option in all tariffs, as we understand the importance of sites in the business of our customers, noted Mikhail Sbitinkov, CTO of CraftTalk.

Work with marketplaces can be organized both in the company's contour by installing CraftTalk on-premium, and in the cloud format. The choice depends on the customer's IT strategy.

According to CraftTalk statistics, most of the company's customers are increasingly processing online orders in digital channels, and the trend of switching to text communications is increasing. At the same time, connecting an omnichannel solution to marketplaces significantly expands business opportunities and gives an increase in orders.

At the heart of the AI assistant for human resources

CraftTalk has developed a multifunctional AI assistant for human resources using GPT technology based on its own platform. The Skolkovo Foundation announced this on March 19, 2024. Read more here.

Adding the Assistant GPT Feature

CraftTalk on February 27, 2024 announced an updated version of its platform. Its main feature is a completely updated operator workplace with an integrated GPT assistant function.

During 2023, the CraftTalk team studied and tested a stack of GPT class generative intelligence technologies for comprehensive customer communication. Since December 2023, this functionality has been piloted in a number of projects contact center of the company. " Ingosstrakh As a result of this work, customers of the CraftTalk platform have access to a completely updated operator workplace, which has built-in GPT functionality.

CraftTalk GPT searches the articles of the customer's knowledge base for blocks that correlate as much as possible with the client's request or direct indication of the operator and formulates a draft response to a given topic. The operator then reviews the prepared text, if necessary, and sends it to the client. In addition, the operator can ask the GPT assistant to help with related tasks, for example, formulate an offer for the client to sell an adjacent service, translate within one of the dozens of available languages, help form a polite refusal to the client's request, correct spelling and syntax errors, help improve the wording of the prepared answer and much more. The results of testing the added functionality showed that CraftTalk GPT significantly speeds up the preparation of a response and increases the efficiency of operators.

The updated operator workplace interface allows you to conveniently integrate with other corporate systems of the customer, such as CRM, Service Desk, billing, ABS, as well as process requests from voice and digital channels in one place. Thus, the operator does not need to switch from one system to another, all information is needed seamlessly "pulled up" to the workplace screen.

We see a serious interest of our customers in integrating generative intelligence into their processes. It is important for them to facilitate the work tasks of employees and at the same time add new opportunities to communication with the client. This approach not only saves operators time, but also increases their efficiency. Moreover, employees of other divisions, for example, from the sales department, can be connected to the updated functionality, thereby allowing divisions to work in a single system with end-to-end data, reports, analytics and KPI, - said Mikhail Sbitinkov, technical director of CraftTalk.

This version of the platform with an updated operator workstation with built-in CraftTalk GPT is already available for testing by existing and potential CraftTalk customers.

Integration with the Sphere platform

CraftTalk and Avantelecom became technological partners. The companies integrated their own flagship products and launched a pilot project combining call center capabilities and chatbot management technologies. The omnichannel platform allows you to manage the history of calls in "one window" mode and automate the processing of typical requests in all communication channels using artificial intelligence. CraftTalk announced this on January 30, 2024.

The AI platform was created to provide digital services to the contact center in text mode, working in web chats, instant messengers, social networks and email, as well as in voice communication channels. An important part of the product is the knowledge management system - CraftTalk KMS, which is a database that stores, distributes and manages all collected corporate information. Customer companies can use the integrated capabilities of the AI platform (web chat, chatbot, knowledge base) as a full-fledged omnichannel tool for text communication with customers or employees. The technology significantly reduces the load on contact center operators. An AI-based bot learns from operators and fully processes up to 80% of standard requests.

The joint work of engineering teams always enriches both sides. This is not only the integration of products, it is the exchange of experience, expanding the technological and commercial capabilities of partners. We thank Avantelecom for choosing the CraftTalk platform and are confident in mutually beneficial cooperation, said Konstantin Prokofiev, director of sales at CraftTalk.

The IP telephony market is highly competitive. To meet the needs of customers, you need to constantly develop your own solutions, add new functionality and technologies. To do this, we conduct both our own developments and include Russian solutions from partners in our product. So, within the framework of this cooperation, we plan to integrate into our solution an omnichannel platform for interacting with customers in digital channels with a chatbot and a knowledge base from CraftTalk using AI technologies, noted Vladislav Viryasov, director of Avantelecom.

As part of creating a joint solution, the combined team will conduct a series of joint tests on product compatibility and seamless integration for new and existing customers. As a result, Avantelecom's digital communications management platform will receive additional omnichannel functionality in text communication channels that meets the current requirements for import substitution of foreign IT solutions.

2022

Network Business Platform Version 

On October 31, 2022, CraftTalk announced the expansion of its product line. The company has created a solution to its network business platform. 

 

Quite a lot of business areas in the world use a network model for building sales and sales. It is used in insurance companies, beauty and dietary supplement industries, tourist business, franchises, some segments of financial services, sale of building materials, etc. The need for proper communication in a large network is very great. It is necessary to conduct constant training and certification of agents, inform them of the latest data on production updates, answer business questions of agents of different levels, as well as conduct correct advice for end consumers. Each of the communication directions is closed to separate lines of expert support and segments of the knowledge base. The CraftTalk platform allows you to build all multi-level communications simply and without losing requests from all agents, regardless of which channel it is convenient to use a particular network partner (chat on the site, messenger, social media messages, email). told Denis Petukhov, CEO of CraftTalk

According to the company, CraftTalk is an all-platform platform for the Russian AI managing knowledge and text communications for support, marketing sales and using technologies artificial intelligence(). AI The platform was created for the provision of services contact center in text mode, working in web chats, instant messengers, social networks, e-mail. The solution includes: omnichannel chat center, knowledge base, chat bots with AI, AI tips, analytics and monitoring system. An AI-based bot is trained by employees and fully processes 30-85% of typical requests. As a result, AI helps employees by optimizing the speed and quality of support. The solution for companies building a sales network according to the agency model includes several modules. Companies can purchase both a complete solution and each module separately. The solution can be deployed in the company's IT loop or on a cloud platform. 

The first fundamental module is the knowledge base or knowledge management system - CraftTalk KMS. It is a database that stores, distributes, and manages all collected corporate information. CraftTalk KMS replaces such foreign products as Confluence, Notice, Zendesk. Companies can use it as a verified omnichannel source of knowledge on all necessary issues (internal procedures of the company, HR information and hierarchical network system, business processes, information system according to the agent remuneration scheme, product information, quick access to information through chat, news mailing, working tool for corporate call center and text assistant based on artificial intelligence). 

The second module is omnichannel text interaction with the agent network. If network communication with agents is organized inside the portal for agents, then the intelligent assistant from CraftTalk helps agents find the necessary answers in the company's internal knowledge base by pulling up articles by the keywords of the request. The module also has the functionality of communicating agents with a company expert responsible for a particular topic. If there is no answer to the question in the knowledge base, then the question can be forwarded directly to the corporate messenger to the necessary specialist. Moreover, integration with a corporate secure messenger can be carried out seamlessly, and the question will go directly to the expert so that he does not need to go to the agency portal or mail, checking the accumulated questions. The answer is sent to the agent in the same way, and also automatically enters the desired section of the knowledge base. 

The third module is omnichannel text communication with individuals (end consumers). It helps to combine text communications of employees of the company's contact center through chat on the site, in various instant messengers, groups in social networks, by e-mail into a single space. The peculiarity of the solution is work in a single space, where not a single message is lost, and a chatbot with artificial intelligence comes to the rescue of operators. The bot constantly learns from the live dialogues of operators and, according to statistics, helps to answer 70% of customers' routine questions. In addition, the bot is connected 24x7, and if the operators are busy, then promptly asks the client for preliminary questions on the appeal. As a result, when the operator is released, he already has all the necessary information about the consumer's request. 

Most of the scenarios for the operation of a particular bot can be formed by responsible employees of the company without the help of IT specialists, thanks to no-code technology. CraftTalk has intuitive graphics built in Script (script) editor.

Also an important part of the insurance version of the CraftTalk platform is the ability to install it from the cloud using the SaaS model, which reduces CAPEX, and also multiplies the ability to quickly scale to meet current business objectives.

Industry solution for insurance companies 

On August 2, 2022, CraftTalk announced the expansion of its product line. The company has created industry solutions of its platform for insurance companies.

The insurance industry in Russia is a complex and competitive market. The business processes of insurers include a large number of counterparties and client segments: individuals and legal entities, an agency network. In addition, the staff of companies is also very large and extensive, which requires serious internal communication. CraftTalk has been working closely with several major players in this market over the past few years and has studied its specifics well. Based on this experience, we decided to release an industrial version of our platform, tailored to the tasks of insurance companies. told Konstantin Prokofiev, Sales Director of CraftTalk

CraftTalk is a fully Russian AI platform for knowledge management and text communications for support, marketing and sales using artificial intelligence (AI) technologies. The platform was created to provide contact center services in text mode, working in web chats, instant messengers, social networks, e-mail. The solution includes: omnichannel chat center, knowledge base, chat bots with AI, AI tips, analytics and monitoring system. An AI-based bot learns from operators and fully processes 30-85% of typical requests.

The insurance company solution includes several modules. Companies can purchase both a complete solution and each module separately. The solution can be deployed in the company's IT loop or in the cloud platform.

The first fundamental module is the knowledge base or knowledge management system - CraftTalk KMS. It is a database that stores, distributes, and manages all collected corporate information. Companies can use it as a verified omnichannel source of knowledge for all necessary issues (internal procedures of the company, HR- information, knowledge base for IT,, about business processes information projects, quick access to information through chat, mailing, news the necessary working tool for a corporate contact center and a text assistant based on artificial intelligence).

The second module is omnichannel text communication with individuals. It helps to combine text communications of employees of the contact center of the insurance company through chat on the site, in various instant messengers, groups on social networks, by e-mail into a single space. The peculiarity of the solution is work in a single space, where not a single message is lost, and a chatbot with artificial intelligence comes to the rescue of operators. The bot constantly learns from the live dialogues of operators and, according to statistics, helps to answer 70% of customers' routine questions. In addition, the bot is connected 24x7, and if the operators are busy, then promptly asks the client who is in a difficult situation for all the necessary documents for registering an insured event, and also advises him on regulatory procedures. In as a result, when the operator is released, he has all the necessary information about the insured event, and the client feels that the insurance company provides him with support from the first minutes of circulation.

The third module is omnichannel text interaction with a network of insurance agents. This is an additional module in the CraftTalk solution. Communication with agents is usually organized within the portal for agents. Intelligent Assistant CraftTalk helps agents find the right answers in the insurance company's internal knowledge base by pulling up articles on the keywords of the request. Also, the module has a unique functionality of communication between agents and an expert of an insurance company responsible for a particular topic. If the answer to the question is not in the knowledge base, then the question is forwarded directly to the corporate messenger to the necessary specialist. Moreover, integration with a corporate secure messenger is seamless, and the question will go directly to the expert so that he does not need to go to the agency portal or mail, checking the accumulated questions. The answer is sent to the agent in the same way, and also automatically enters the desired section of the knowledge base.

The fourth module is aimed at automating the work of the IT service to support internal employees. It allows you to automate routine requests in the company's IT Service Desk, keeping track of requests, giving information about the queue and time of service provision, gives basic instructions for the simplest cases, etc.

The fifth module - automates routine requests to the HR department. The HR bot advises staff on the payment of wages and vacation pay, assists in obtaining documents for issuing tax payments and issuing sick leave. It is possible to implement the ordering functionality of various certificates. The task of the HR bot is to close most routine personnel issues, which will optimize the working hours and processes of specialists in this area.

Most of the scenarios for the operation of a particular bot, responsible employees of the insurance company can form without the help of IT specialists, thanks to the no-code technology. CraftTalk has an intuitive graphical script editor (scripts) built in.

Also an important part of the insurance version of the CraftTalk platform is the ability to install it from the cloud according to the SaaS model, which reduces CAPEX, and also optimizes the ability to scale to current business tasks.

Recommendation for implementation within the framework of the program "Digital Economy of the Russian Federation"

The Russian AI platform for text communications and knowledge management CraftTalk was included in the list of domestic solutions recommended for implementation within the framework of the federal project "Digital Technologies" of the national program "Digital Economy of Russia." CraftTalk announced this on June 29, 2022.

IT solutions were selected as part of the Sprint acceleration program developed by the IIDF with the support of the Russian Ministry of Digital Development. Among the companies that successfully passed the accelerator, the competition commission chose the winners whose projects will be recommended for the development of new communication Internet technologies within the framework of the federal project "Digital Technologies" of the national program "Digital Economy of the Russian Federation."

The issue of operational import substitution is on the agenda of many enterprises today. The recommendations of the Ministry of Digital Development are a kind of benchmark that helps Chief information officers make the right choice based on expert opinion. CraftTalk is actively developing its cloud product designed to quickly start the solution in pilot projects of large customers, or as a platform for organizing text communication channels and knowledge management in SME companies. We are ready to offer potential customers reference visits to enterprises from different industries, where our platform shows excellent results, removing the burden of answering routine questions from contact center employees, "commented Denis Petukhov, CEO and co-founder of CraftTalk.

Integration of the CraftTalk chat platform for consultations of individuals into the Finservy platform from the Moscow Exchange

On May 30, 2022, CraftTalk announced the introduction of a chat platform (online chat) for consultations of individuals on the Finservy platform created by the Moscow Exchange. Read more here.

Telecommunications Operator Solution

On May 25, 2022, CraftTalk announced the expansion of its product line. The company has created a customized solution of its platform for telecommunications operators.

The telecommunications segment is one of the most highly competitive and well-developed industries. Constant investment in infrastructure forces telecom operators to fight hard not only for each client, but also for the marginality of their business, especially in the regions. The CraftTalk team perfectly understands the needs of this market, and has created a specialized version of its solution, in which the product is pre-configured for the business processes of industry participants, as well as integration mechanisms with billing and CRM systems, - said Mikhail Sbitinkov, CTO and co-founder of CraftTalk.

CraftTalk is an all-knowledge and the Russian AI text communication management platform for technology-based support marketing and sales artificial intelligence(). AI The platform was created to provide services contact center in text mode, working in web chats,,,. messengers social networks email As part of the solution: omnicanal chat center, knowledge base, with AI, chat boats AI tips, analytics and monitoring system. An AI-based bot learns from operators and fully processes 30-85% of typical requests. As a result, AI helps operators, increasing the speed and quality of support.

The first area of ​ ​ automation using CraftTalk is aimed at the work of contact center operators. Most telecom companies have two main areas of work with subscribers: technical support and the subscriber department.

A customized solution already at the login allows you to correctly separate the flow of client requests. At the same time, employees of both services work in a convenient single environment that displays all the necessary information about the subscriber and tips on a given question from the knowledge base. Both divisions see unified information about the subscriber and the history of communication with him.

The second area of ​ ​ automation using CraftTalk is the integration of an artificial intelligence-based bot into a web chat on the operator's website or into text communication in instant messengers (Telegram, WhatsApp, Viber, VK, etc.).

In this case, after training on the basis of a knowledge base in conjunction with contact center operators, the bot is able to work out up to 70% of incoming requests in a month, such as: recovery password from a personal account, balance request, suspension or execution of a new contract, certificates on key services (Internet and television) and tariffs, followed by their connection or steps to form requests for technical personnel.

Also, thanks to integration with billing, the option of making payments from the subscriber directly from the chat is available. The implementation of the payment service in official chats is possible according to several scenarios. The first is forwarding by reference to the standard payment form. The second is a self-opening link to the CustomPay form built into the customer's website. You can also issue a recurring payment (monthly subscription payment).

The operator's employees can form most of the bot operation scenarios without the help of IT specialists using no-code technology. CraftTalk has an intuitive graphical script editor (scripts) built in.

Also an important part of the telecom version of the CraftTalk platform is the ability to install it from the cloud using the SaaS model, which significantly reduces CAPEX, and also multiplies the ability to instantly scale to meet current business objectives.

Integration with Medods MIS

On May 11, 2022, the company, CraftTalk the creator the Russian AI of the platform for text communication channels, the participant, Skolkovo Foundation announced that it had completed with integration a specialized program for private medical dental and clinics -. Medods

"We closely monitor all current technologies and do everything to expand the useful functionality of MIS Medods. Integration with the CraftTalk omnichannel platform is one of them. At the beginning of May 2022, the solution is being implemented in two clinics using the Medods system. According to our information, after medical institutions connected omnichannel and configured routing, the number of answered messages of visitors to clinics increased by 2 times. Also, a chat bot based on artificial intelligence answers 70% of routine questions, which significantly reduces the burden on administrators when recording patients with doctors and providing information about the time available for recording, "- shared observations about the first joint implementations Emil Gainanov, founder and director of Medods.

Integration with the social network "Vkontakte"

CraftTalk expanded the capabilities of integration its platform to engage with customers through. social network Vkontakte (VK) Now, using CraftTalk messenger on the social network, you can embed financial functionality for billing and paying bills right in the messenger. This was announced by CraftTalk on April 05, 2022.

CraftTalk is an all-platform, the Russian AI knowledge and text communication management platform for technology-driven support marketing and sales. artificial intelligence (AI) The platform was created to provide services contact center in text mode, working in web chats, instant messengers, social networks,. e-mail As part of the solution: omnicanal chat center, knowledge base, with AI, chat boats AI tips, analytics and monitoring system. based on Boat AI, it learns from operators and fully processes 30-85% of typical requests. As a result, AI helps operators, increasing the speed and quality of support. Omnichannel communication has always been available to customers implementing the CraftTalk solution for interacting with their customers in all social networks and instant messengers popular in Russia. Moreover, operators of client call centers in a single window could work with requests coming from various text channels and seamlessly conducted a dialogue with the user using data, scripts and articles from the database, CRM systems and other resources of the company.

We are constantly looking for and implementing up-to-date functionality in our platform. From a survey of our customers from the financial and e-commerce segments, we realized that they have a need to complete customer sales immediately in instant messengers, as soon as a person made a decision to buy without transferring it to the company's website or mobile application. To do this, we added to CraftTalk the ability to bill and pay immediately in the messenger dialogue. Initially, the function appeared in WhatsApp and Telegram, and now it has been expanded to the internal messenger (messages) of the social network Vkontakte, commented on the news Mikhail Sbitinkov, CTO and co-founder of CraftTalk

In fact, the CraftTalk platform is an intelligent chat with payment functionality, where transaction security provides two-factor authentication. Based on the domestic CraftTalk solution, business has the opportunity to transfer an important part of the functionality of mobile applications directly to the messenger or social network, reducing the path to buying goods or services.

2021

Inclusion in the national register of computer programs in Belarus

On November 10, 2021, CraftTalk, the creator of an AI platform for text contact centers, announced the official inclusion of its decision in the national register of computer programs in Belarus.

The certificate of registration of the CraftTalk software platform version 4.0 was issued by the National Intellectual Property Center of the Republic at the end of October 2021.

"We are developing our international activity, and the Belarusian market is important for us due to its proximity and similar cultural and linguistic features. We can offer local partners and customers all the experience and developments that the CraftTalk team has. Russia Last year, our platform was implemented in a large, state bank retail network and a large network of authorized service centers for mobile equipment in Belarus, "commented Mikhail Kharitonov, Development Director of CraftTalk.

Registering the CraftTalk platform as an intellectual property object in the countries of presence is an important area of ​ ​ the company's work. The program is also registered in the Russian register of domestic software. This allows the company to actively work in the domestic market of state-owned enterprises.

Integration with MandarinPay functional payment platform

The company, the CraftTalk creator AI of the platform for the provision of services contact centers in text format, functional payment platform and for conducting online business Mandarin entered into a strategic partnership. This was announced on October 4, 2021 by CraftTalk. The goal of the collaboration to integrate financial is services from Mandarin in text chats from CraftTalk. More. here

City Message Processing and Routing Platform Integration Plan

IT company Rubytech announced a partnership with CraftTalk on August 11, 2021. The partners intend to integrate their solutions for the subsequent implementation of improved products in the IT loop of commercial and government structures. The first step of cooperation was the signing of a license agreement, which gives Rubytech the right to implement the CraftTalk platform among customers, as well as to integrate the software into the latest version of the analytical platform for automated processing and routing of CITY messages. Read more here.

Entry into the market of a full-fledged cloud version

On April 7, 2021, CraftTalk, the creator of the AI platform for text contact centers, announced the entry into the market of a full-fledged cloud version of its solution.

According to the company, the SaaS version of the CraftTalk platform is primarily intended for companies planning to launch in a short time and without serious investment in the deployment of additional infrastructure, a project to create client or internal chats in which it is possible to communicate both personally and receive information from the bot, with AI support.

For April 2021, SaaS version CraftTalk is a cloud solution for SMB business that can comprehensively solve the problems of automation of client and internal communications using artificial intelligence (AI). Cloud solutions for creating chatbots available on the Russian market do not allow the use of deep learning technologies due to the inability to collect and place the amount of data necessary for AI training in real life for customers from the middle and small segments. The technology used in the CraftTalk solution allows you to overcome this barrier by closely integrating the chatbot, operator and automatic knowledge accumulation during the operator's work. commented Mikhail Sbitinkov, co-founder and CTO of CraftTalk

CraftTalk is a partner in Yandex and Microsoft Azure cloud eco-systems. The cloud version of the solution complies with all modern security standards and norms regarding working with personal data. The product has mechanisms for secure user authorization in personal accounts and instant messengers.

CraftTalk is an AI platform for providing contact center services for text, working in web chats, instant messengers, social networks, e-mail. The knowledge and text communication management system is based on artificial intelligence technologies. The solution includes: omnichannel chat platform, knowledge base, chat bots with AI, AI tips, analytics and monitoring system. An AI-based bot learns from operators and fully processes 30-85% of typical requests. As a result, AI helps operators by optimizing the speed and quality of support. The solution can be used especially effectively in companies with a number of operators from 3 people. CraftTalk is included in the register of domestic software and has already been implemented in the largest contact centers, banks and logistics companies. Among them are Magnit, Neovox, Front Line, Rosselkhozbank, Alfa-Bank in Kazakhstan. Since the beginning of 2020, the CraftTalk platform processes an average of more than 1 million dialogues every month, which allows it to actively develop.

For its customers, CraftTalk offers a grid of four SaaS plans: MINI, S, M, XL, differing in the number of operator licenses and dialogs processed by AI per month.

According to Oracle research, more than 50% of customers are already waiting for the business to be available 24/7 by April 2021. The CtaftTalk AI-powered chatbot will help you cope with this request and respond to user requests around the clock. The cloud version of CraftTalk will be useful for enterprises from completely different industries: telecom companies and e-commerce, logistics enterprises and furniture manufacturers, medical centers and small retail companies, grocery companies and marketing agencies, beauty salon chains, etc.

Integration with Microsoft Teams

On February 18, 2021, CraftTalk, a Russian developer developing an AI platform for providing contact center services, announced the full integration of the platform's intelligent chatbot with the Microsoft Teams service. CraftTalk is now available globally on Microsoft Azure and Microsoft AppSource platforms.

According to MarketsandMarkets forecast, the chatbot market is expected to grow from $2.6 billion in 2019 to $9.4 billion by 2024, with a combined annual growth rate (CAGR) during the forecast period of 29.7%. Key market growth drivers include technology development coupled with increasing customer demand for self-service and 24/7 customer and employee support at lower operating costs.

CraftTalk is actively developing in the Russian chatbot market, which, according to the industry union "Neuronet" in 2019 amounted to 1.5 billion rubles, and in 2020 showed threefold growth. Basically, the market is growing due to the introduction in banks, financial and insurance companies, it is actively spreading in retail, restaurant business and the field of food delivery and online trading.

Internal chatbots are used to reduce the burden on administrative personnel by automating various routine business processes, such as HR, technical support, internal document management systems, information guides, etc.

The integration of the CraftTalk platform with Microsoft Teams was carried out with the full technical support of the Microsoft team, taking into account all the features of the vendor API. We have fully integrated our solution into the Microsoft 365 ecosystem. Now the development of the Russian solution is available to users all over the world, - said Denis Petukhov, CEO and co-founder of CraftTalk.

One of the priorities, along with the constant development of the Microsoft Teams platform itself, is the development of the app store. We are interested in integration with additional services that have confirmed their demand for corporate customers. The transition to remote work has increased the demand for chat bots. CraftTalk is easy to set up and run intelligent chat bots without requiring specialized knowledge from the customer, "comments Maria Shorina, head of business productivity solutions at Microsoft Russia.

CraftTalk is available globally on Microsoft Azure and Microsoft AppSource platforms. Customers using Microsoft Teams can purchase the necessary licenses and modules of the CraftTalk platform and start creating their own chatbots that work in the usual Microsoft environment.

The integration of solutions is seamless and does not require complex actions from the IT services of companies. The solution allows you to create the required number of bots on all the necessary topics. CraftTalk-based bots automatically appear in the corporate contact list. It also automatically authorizes corporate users who have the right to access certain bots.

2020: CraftTalk platform lineup

As of July 2020, the CraftTalk platform includes:

• communication system for connecting various channels (chat on the site, instant messengers, email, voice assistants), and transferring them to processing agents;
• Knowledge base to store knowledge for employees, operators and chatbot with the ability to create complex scripts for the chatbot;
• Intelligent chat bot based on neural networks, learning from operators;
• employee's workplace with smart assistant prompts and the ability to switch the call to the required chatbot script,
• Analytics and monitoring system.

The purpose of the project: automation of client communications, knowledge accumulation, client experience management - Customer Experience Management (CEM).