A Russian Insurance Company Reimagines Customer Support with an AI-Powered Omnichannel Platform

Full Context, Fewer Repetitions: The AI Learns the Customer’s Story

Soglasie is rolling out a new version of its CraftTalk-powered chatbot that gives support specialists access to the full history of a customer’s previous conversations — across the company’s website, mobile app, and multiple communication channels. This context eliminates repetitive questioning and dramatically reduces the time needed to resolve issues.

CraftTalk, a Russian AI platform for omnichannel communication and knowledge management developed with support from the Skolkovo Foundation, serves as the foundation for the system. It was selected specifically because it enables operators to see exactly what the customer has already reported and what the system has already answered.

A key element of the project is deep training on Soglasie’s internal knowledge base. After three months of active tuning, the chatbot learned to answer 70 percent of all incoming text requests correctly — a strong result for an enterprise-class conversational AI handling complex insurance scenarios.

Personalized Customer Experience, Unified Infrastructure

According to the development team, the integration has created a complete omnichannel customer-care ecosystem, ensuring continuity regardless of how the user first contacted support. Whether a customer starts with the mobile app, moves to the website, or switches to a phone call, the AI “remembers” the earlier interaction and continues from that point — saving time and preventing frustration.

“Digital technologies and AI allow companies to handle routine operations quickly and without delay. For companies, this means greater efficiency; for employees, it opens the opportunity to shift toward higher-value functions and develop new skills aligned with current market demands.”

Svetlana Lazaridi

Director of Organizational Design and Transformation at Ilim Group

The platform is deployed on-premise, meaning it runs on Soglasie’s own servers rather than a third-party cloud — a critical requirement for data privacy in the insurance sector. To ensure uninterrupted service, the system is fully redundant across two separate data centers in different cities.

Based on Soglasie’s requests, CraftTalk implemented several improvements that later became available to all clients. One example: operators can now edit a message already sent to a user — a feature highly practical for regulated fields like insurance. Soglasie’s contact center also became one of the first to adopt CraftTalk’s completely redesigned agent workspace, which is now being rolled out to other enterprises.

More Than a One-Off Upgrade: A Market-Wide Shift

Insurance is a communications-heavy industry, and AI tools can transform how companies manage high-volume customer inquiries. In Soglasie’s implementation, AI acts as a navigator, not a replacement for human agents. It helps guide customers, route requests to the right specialist, and resolve simple issues instantly — while leaving complex tasks to trained professionals.

The integration signals a broader trend: major Russian enterprises are accelerating their adoption of domestic AI solutions and omnichannel platforms. Faster response times and 24/7 service accessibility are becoming baseline expectations rather than premium features.

This shift is not isolated. Another major insurer, Ingosstrakh, is also using CraftTalk, reinforcing the notion that AI-powered customer support is becoming standard across the market.

In the future, chatbot functionality is expected to expand into:

• insurance sales and application processing,
• document preparation and claims guidance,
• integration into banking, telecom, retail, and even government portals.

Successful deployments in Russia may also stimulate export opportunities for platforms like CraftTalk, especially in markets seeking alternatives to Western AI tools.