"Consent" Improves Customer Communication with CraftTalk Chatbot

2025: Chatbot Automation for Contact Center

The company "Consent" - one of the representatives of the insurance market of Russia is developing a project to automate a chat bot for its own contact center. The project affects the text communications of "Consent" with customers in a chat on the official website and in the mobile application. The development was carried out on the basis of the domestic solution CraftTalk - an AI platform for omnichannel communications and knowledge management. CraftTalk announced this on December 4, 2025.

Contact center operators see the full history of an authorized customer's call in all channels. The project is distinguished by detailed training of the chatbot on the internal knowledge base of the company. For three months of active work on training the AI model, the chatbot began to completely correctly respond to 70% of all incoming text requests. As a result, Soglasie received a comprehensive omnichannel system. Thus, the client saves his time and quickly gets a solution. But also at any time, the user can switch to communication with the operator.

The platform is deployed in on-premium format with redundancy at two sites in different cities for guaranteed access to the service.

We have been working with colleagues from Concord for a long time, and it was on their initiative that several significant improvements were made to our product, which then became available to all customers of the CraftTalk platform. One of these improvements was the ability for the operator to edit a message already sent to the client. In addition, the Concord contact center was one of the first to switch to a fully updated version of the operator's workplace, which we continue to gradually implement among our customers, - Konstantin Prokofiev, Sales Director of CraftTalk, thanked the partners.

The client communications Block is one of the most important for companies operating in the insurance market. But "Consent" can be distinguished due to their philosophy of service, where communication with a person comes first. Artificial intelligence here acts as an assistant. It helps the client navigate, get to the right operator and quickly resolve his issue.

Continuous improvement in service quality is our key priority. To do this, we improve interaction with the operator, making it as convenient as possible. We appreciate the opportunity to be in touch around the clock and quickly resolve issues, especially in stressful situations related to insurance. The introduction of the chatbot from CraftTalk is the next step towards improving communication. This solution helps our specialists to quickly offer up-to-date help, although live communication remains the focus of attention, "summed up the results of the joint work of Evgenia Anokhina, director of the customer service department of the insurance company" Consent. "