11:18, 07 March 2026

Bots Are Becoming Part of the Production Stack

Corporate AI assistants are taking on a wide range of internal tasks—from sales to support.

Voice and chat bots are evolving from technology showcases into elements of the production environment, according to Egor Vorogushin, director of business solutions and digital transformation at Softline Resheniya (Softline Solutions).

According to him, corporate bots are most effective in three areas. The first is sales and lead generation.

“Bots help qualify leads, automate part of a sales director’s workload, prepare account managers for meetings, generate solution configurations, and draft commercial proposals. This increases the win rate and shortens the sales cycle. When properly integrated with a CRM system, a bot effectively becomes an intelligent assistant to the salesperson, operating on top of the history of interactions with the client,” the expert explained.

In IT support and service operations, bots can handle between 30% and 70% of simple, routine requests, such as status checks, user instructions, and basic troubleshooting steps.

“This is the environment where the RAG approach works most effectively, provided the system has access to an up-to-date knowledge base. It’s critical that this knowledge base is continuously maintained; otherwise the bot will start reproducing outdated recommendations,” Vorogushin said.

Another area is HR and internal services. These include onboarding, answering questions about corporate policies, submitting requests to IT and administrative teams, and supporting employee training. In large companies, this is no longer just an auxiliary tool but a full-fledged part of internal infrastructure that reduces routine workloads and speeds up employee access to information.

Agents Are Set to Replace Interfaces

The expert also outlined several scenarios for how corporate bots are likely to evolve. First, they will not only answer questions but also execute sequences of actions: preparing documents, modifying request parameters, initiating approvals, checking access rights, and logging operations in an audit trail.

Another trend is the expansion of multimodal and omnichannel capabilities. Voice, text, documents, screen forms, and images will be processed as a unified context. In this model, the bot effectively becomes a navigation layer within the corporate environment.

“The system should recognize whether it’s looking at an error screenshot, a PDF contract, or an electronic form—and guide the user through the process rather than simply returning a generic help article. In this model, voice and chat bots stop being a separate class of solutions. They become a universal interface to a company’s data and processes. Ultimately, the degree of integration, manageability, and compliance with production standards will determine which solutions remain on the market and which stay mere demonstration prototypes,” the expert added.

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