SpaceWeb began testing AI in technical support

2024: Launch of AI technology use

Hosting-provider SpaceWeb joined the Code of Ethics artificial intelligence and announced the launch of the use AI of -technology to solve typical user requests in the support service. The company announced this on April 9, 2024.

Joining the Code of Ethics for Artificial Intelligence for our company is an important and responsible step. In the very near future, we plan to introduce AI technology into our internal technological and business processes and will be glad to exchange experience with colleagues in the industry in order to build a competent practice in this innovative area, "said Alexander Shpagin, CEO of SpaceWeb.

In 2023, the influx of new customers in SpaceWeb doubled. The support service processes about 12 thousand calls every month, since the beginning of 2024 this figure has been growing by 15% per month. In this regard, the company plans to increase the speed of service and introduce a neural network to help users on basic issues.

As of April 2024, the hosting provider has already introduced chatbot technology. This service allows you to automatically process user requests from the site, social networks, instant messengers and mobile application in "one window" mode. This channel accounts for a tenth of all incoming requests, 18% are occupied by telephone, and most issues are resolved by e-mail. According to SpaceWeb, the most popular requests arise on basic topics: reference information about prices and services, features of hosting and server settings, nuances with site transfer. It is to solve such issues that it is planned to introduce an AI assistant into the work of technical support.

We began testing various AI products that are presented on the Russian market. Our goal is to automate typical requests from our users and increase the speed of support employees. According to our SLA, each request is given from 3 to 60 minutes, depending on the complexity of the question. The initial response time in the chat takes 30 seconds, and it usually takes 2 minutes to resolve a standard issue in practice. We want to improve these results and make it easier for users to work with the company's services, "said Natalya Baboshina, head of customer service at SpaceWeb.