Kuper launches chatbot and voice assistant on Naumen Erudite platform

Kuper, a Russian company, has launched a chatbot and voice assistant on the Naumen Erudite platform, merging its own AI solution with the platform to provide hybrid text and voice customer support. The AI assistants operate on a human-like model, fully resolving customer issues in a single channel and focusing on customer retention, automating 54% of text and 46% of voice inquiries. Previously, the company's bots were on different platforms, but moving to a unified platform ensured stable support for high traffic and reduced workload on the support team. The service uses dialog and generative AI to personalize customer issue resolution, while human agents handle flexible parts of conversations. Over a year, the customer satisfaction index (CSI) increased from 25% to 73% in chats and from 33% to 73% in voice, and the first-contact resolution rate (FCR) is 76% in chats and 90% in calls. The AI assistants also proactively perform actions to boost loyalty, such as returning promo codes for canceled orders. Kuper plans to evolve toward a universal agent model, where a managing agent will rely on context, customer history, and a knowledge base to decide how to resolve requests. Naumen representatives highlighted that the project demonstrates how generative AI improves customer experience and meets growing service demands.