AutoFAQ Xplain Chatbot Solution

The main articles are:

• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding
• Chatbots (Chat-bot) Virtual interlocutors

2024

Development of Xplain Sales Consultant Seller

AutoFAQ has developed a digital sales consultant to boost sales online - Xplain Sales. The solution was created on the basis of generative neural networks and will increase conversion to sales by 23% in chat on the site, social networks and instant messengers. The developer announced this on September 16, 2024.

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AutoFAQ

The client, being in touch with a digital consultant, receives an instant and capacious response with the necessary product information. Unlike the usual chatbots, the digital assistant Xplain Sales not only advises on the product, but also provides individual recommendations, works out objections, offers additional products. Xplain Sales is connected in one day, and the content is updated automatically along with the update of information on the site.

The implementation of this tool allows you to increase the order value by an average of 30% and reduce the number of abandoned baskets by up to 15%. Thanks to the AutoFAQ - Xplain Sales platform, it can work in any text communication channel: chat on the site, social networks, instant messengers and mail. The chatbot can also be integrated with CRM or Service Desk to track item availability, order status, communication history, and data updates.

Our experience and expertise in the retail sector allow us to successfully implement projects both to support employees of retail chains and in the client service. We are improving our products, helping customers not only provide a high level of service, but also increase sales with AI, said Vladislav Belyaev, executive director and co-founder of AutoFAQ.

Xplain Sales is the first line of contact, so it collects information about the client during communication. If the bot cannot answer the question, it seamlessly transfers the dialogue to the right employee, all on one easy-to-use platform. In this case, all personal data and transactions are processed in compliance with the requirements of the FZ-152 "On Personal Data."

Xplain AI Copilot View

AutoFAQ on June 19, 2024 introduced the GPT assistant for contact center specialists - Xplain AI Copilot. The solution was created on the basis of generative neural networks and will allow the operator of the contact center to save on average up to 20 hours a month on finding information for processing customer calls to the support service.

Unlike the usual bots, which help process customer requests in chats or by phone, the digital assistant Xplain AI Copilot acts as a partner for the operator. This tool increases the efficiency of the contact center employees in case the client wants to resolve his issue through interaction with a person.

Being in touch with the client by phone or chat, an employee of the contact center can contact the digital assistant for information and receive an instant and capacious response with links to sources to clarify details if necessary. Thanks to Xplain AI Copilot, the speed of processing cases is increased, as the operator is able to quickly navigate all information that can be stored in different formats: knowledge bases, sites or individual documents. As a result, the operator provides prompt assistance and offers comprehensive answers at the time of contact. The time that a specialist saves on finding information, he can spend on building a stronger relationship with clients. In addition to improving processing speed, Xplain AI Copilot simplifies the process of entering and immersing new employees, it goes more efficiently and faster.

More companies are rolling out digital assistants to take the load off the contact centre. AI takes over the solution of typical problems, classifies appeals. However, processing complex or non-standard requests is still up to the individual. Many customers are more comfortable communicating with a living person: in a chat or by phone. Therefore, we propose to use the chatbot not only when communicating directly with customers, but also to support the work of call centers operators, "said Vladislav Belyaev, executive director and co-founder of AutoFAQ.

Xplain AI Copilot supports enterprise documents in a variety of formats, knowledge bases and sites. At the same time, all company documents remain safe. Files are stored on customer servers or AutoFAQ servers located at providers with a certificate of conformity FZ-152 "About Personal Data."

You can start working with Xplain AI Copilot in three ways:

• Inside the AutoFAQ platform at the operator's workplace.
• Integrate into the Xplain API used by HelpDesk.
• Connect Xplain to knowledge bases, documents and other sources of company information and configure the widget for the call center operator.

2023: Announcement of AutoFAQ Xplain chatbot solution

AutoFAQ, the developer of an omnichannel platform for robotic support for customers and employees based on artificial intelligence, has released a product for creating chatbots that answer questions based on existing documents in the company. AutoFAQ Xplain will allow managers of client service, IT support and any departments to quickly implement robotic tools without the cost of creating knowledge bases. This was reported on June 6, 2023 by the Skolkovo Foundation.

In this case, the system will not only search for information and copy part of the finished text, but will rewrite it in dialog form and give clarifications upon request. There is no preparation period for connection, you need to provide text documents in an editable format, for example, docx, txt, rtf. It takes up to 1 day to create a chatbot.

The system searches for text fragments relevant to the request in the document - AutoFAQ does this professionally, according to a study by Rostelecom. If necessary, she asks clarifying questions and uses only the information that is in the documents to answer. Can reference tables or images.

Back in 2022, few people heard about generative neural networks. After the high-profile launch of ChatGPT, everything changed dramatically: not only ordinary Internet users began to show interest in neurons, but also a business that saw AI as an excellent tool for optimizing client service and supporting employees. Unlike ChatGPT, whose chatbot has already been tested by support services from many companies, AutoFAQ Xplain not only adapts text to a user's request, but also fully controls the content of responses, since artificial intelligence only refers to the sources of information provided by the company. So the business doesn't have to worry that the chatbot will provide false information or mislead the customer, said Vladislav Belyaev, executive director and co-founder of AutoFAQ.

AutoFAQ Xplain will be useful for companies that store hundreds or thousands of pages of documents, including the corporate Wiki or Confluence, which did not previously have the resources to create separate knowledge bases, train the system to collect questions and match answers to requests. According to the developers, there were no such solutions on the Russian market before.

AutoFAQ is a Skolkovo resident since 2020. The company demonstrates steady revenue growth, which indicates the demand for its solutions. She took part in the creation of an information chatbot working in the Skolkovo inner circuit and helping residents get answers to various questions on the development of their projects. The present solution fits into the global trend for the use of artificial intelligence in various fields of activity. The restriction in the form of using specific documents and knowledge bases to generate answers is due to the specifics of the tasks that the company's products solve. From the point of view of end users, the principle of operation based on document analysis is the most convenient, as it eliminates the process of creating knowledge bases by company employees, which speeds up and simplifies the implementation of the chatbot, told Olga Andriyanova, Operational Director of the Skolkovo Foundation Information Technology Cluster.

You don't have to be an AutoFAQ client to try this product. The Skolkovo resident is ready to conduct testing for 50 companies that can submit their documents and want to see the work of artificial intelligence on the example of their own data and for current business tasks. Testing is free, companies will be able to assess the capabilities of the system and decide on the need to implement the product.

Client data is stored either on the customer's servers or on AutoFAQ servers, which are located at providers certified in accordance with FZ 152.