Naumen CX AI platform for contact centers

Main article: Call center: purpose, types and tasks

2024: Naumen CX Platform Refinement

The company Naumen has completed the revision of the the Russian AI Naumen CX platform, designed for a flexible and seamless combination of operators and dialog bots when serving customers in. contact center This version of the platform allows you to replace foreign solutions, and Avaya. Cisco Genesys The project was implemented with grant support. The RFRIT developer announced this on February 15, 2024.

Naumen CX is created for reference customer service of contact centers of large business and government organizations. The improvement was carried out due to the increased interest in the platform from potential customers, including backbone enterprises, which have increased requirements for the solution architecture and security.

In the modified version of Naumen CX, several thousand operators can work at the same time. The product meets high standards of information security. It became possible to connect the knowledge base to the operator's AWS, as well as seamless integration of speech recognition and synthesis services.

The updated version of Naumen CX increases the bandwidth of the contact center by adding new channels that the client can access. The platform takes over automated maintenance of part of the traffic using robotic services - voice robots and chatbots. Naumen CX switches the dialogue interface from man to robot and back at the right time, transferring all the accumulated context and controlling the quality of work at each stage.

The total cost of the project amounted to 40 million rubles, the amount of the grant - 20 million rubles. Earlier, a RFRIT grant in the amount of 85.5 million rubles was also received for the development of Naumen CX.

The use of CX Naumen will help improve the quality and availability of public and private services and services, as well as increase competitiveness in key sectors of the economy.