Spetsialnye Materialy Automates Customer Request Processing with AI and BPMSoft CRM

Spetsialnye Materialy, a Russian manufacturer and supplier of non-ferrous metal rolled products, semi-finished products, and finished items from special alloys, together with IT business partner Rightex, expanded the capabilities of the BPMSoft CRM system by implementing artificial intelligence tools. As a result of automating the initial processing of customer requests, managers freed up about 15% of their working time. The company receives many requests, many of which are incomplete; for example, a client may ask for a pipe but not specify alloy, diameter, length, wall thickness, surface requirements, or quantity. Previously, a manager had to analyze the letter, determine missing information, and start clarifying correspondence. For automation, Rightex specialists developed a connector for integrating the CRM with various large language models (LLMs), and with the BPMSoft 1.9 update, the mechanism for connecting all popular LLMs became available out of the box. Now the system independently analyzes the content of the request, matches it with the company's nomenclature, and checks for mandatory parameters. If information is insufficient, the client receives a request for clarification. The same approach was applied for smart sorting of incoming mail, automatically determining whether a letter is a customer request, spam, or a commercial offer from third parties. Other AI tools implemented include a parser to scan industry sites for potential suppliers and create cards for potential counterparties, and an AI scenario constructor that allows analysts to create data processing processes without system modifications. Analysis of accumulated sales history was also implemented, and the CRM was integrated with CrocoTime working time tracking. The project serves as a foundation for long-term digital development, with plans to expand AI use in other commercial processes.