OkoCRM AI agents

The main articles are:

• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding
• RPA (Robotic process automation)

2026: AI Agents Announcement

On January 28, 2026, OkoCRM introduced its own AI agents - smart self-learning assistants based on artificial intelligence, which, thanks to the extensive LLM model, become full-fledged digital employees. The developers argue that in most communication tasks, AI assistants can replace people. According to users, in about 78% of cases of communication with customers in correspondence, AI agents close questions without the participation of managers, OkoCRM representatives said.

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Фото: OkoCRM

According to the company, AI agents understand the context, learn from the user's internal documentation and can act in various roles - from an ordinary sales manager to a technical support specialist. Their main goal is to save business resources and free employees from daily routine communication with clients, while maintaining expertise and indicators of customer satisfaction with communication results.

As of January 2026, AI agents are at the forefront of the practical application of artificial intelligence. Thanks to the flexible LLM model, this is not another boring chatbot for "football" customers. This is a full-fledged digital employee, in the "head" of which you can put information about the company, technical documentation, sales scripts in correspondence and any other data important to customers and the company. An AI agent can be assigned any role, describe the task in detail, give instructions on how to behave and in what tone to communicate with clients. Even the level of creativity can be set - how much it can move away from instructions and be flexible. As a result, 9 out of 10 interlocutors of the agent will most likely think that they are communicating with a living person, and not a robot. told Alexander Zavyalov, founder of OkoCRM

Unlike classic chatbots, which only answer simple questions, OkoCRM digital managers have advanced capabilities focused on real client dialogue and workflows within CRM.

The capabilities of the tool are limited only by the imagination of users. Agents analyze incoming calls to give not just a template response, but a relevant, personalized response, preserving the context of all correspondence within the role and tone of the dialogue that the user assigned to him. Thanks to the ability to learn from internal documentation, scripts and manager dialogs, AI agents are able to issue accurate answers in the framework of communications and act autonomously, achieving their tasks without human participation at all. told Egor Ionov, OkoCRM Development Manager

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Фото: OkoCRM

Strengthens the capabilities of AI agents in conjunction with a robot designer inside a CRM system. Thanks to it, the agent can work with entities in the database: create transactions, generate and issue invoices and payment links for the client, create contracts or other documents according to templates. According to the developers, these approaches are comparable to such global practices of AI integration into CRM as: automation of typical communications, personalization, context preservation and automatic actions in the database - all this makes communication between clients and agents faster and better. Now the robot acts as a digital manager, not a simple FAQ bot.

Before entering production, OkoCRM AI agents underwent large-scale beta testing with the participation of 150 small and medium-sized businesses representing retail, services and e-commerce. In focus groups, three key metrics were evaluated: the speed of response to the client, the accuracy of responses to requests, and the level of involvement of managers in communication. Based on the results of the study:

• The agent closed 78% of customer requests without the participation of a live manager, confirming internal assessments of the effectiveness of automation of correspondence.
• The average response time to typical requests was reduced from 2 hours to 5 minutes, which directly affects NPS and customer satisfaction.
• In 63% of companies, department sales and technical support managers noted that the AI agent allowed them to redistribute an average of 60% of working time from routine communication to strategic tasks.

It is important that agents do not "replace" people, but become an effective complement. In our focus groups, service teams noted that when an agent takes on standard questions, employees concentrate on situations where human intelligence is really needed. told Ilya Krivenko, head of technical support

AI agents are available to OkoCRM customers in the form of a built-in customer communication service - through chat on the site and integration with instant messengers. In the upcoming releases, the team plans:

• Enhance the capabilities of agents - give them access to additional data about transactions and product catalogs of the user.
• Provide integration with voice channels - auto-answers and AI-based call qualification.
• Develop plug-and-play roles - ready-made presets and templates for common niches and roles.