T-Technologies Unveils AI Copilots to Support Customer Service Teams
Russian IT company T-Technologies has introduced a new generation of AI copilots designed to assist human support agents. Built on proprietary large language models, the intelligent assistants analyze conversations and suggest optimal solutions in real time, boosting both service quality and employee efficiency.
AI Assistants Become the New Standard
Over the past decade, many major companies have adopted digital assistants to handle routine customer service requests. These tools help lighten the load on human agents, but T-Technologies’ latest innovation represents a significant evolution: copilots powered by artificial intelligence.
The new copilots act as intelligent partners for support agents rather than replacements. They analyze both text and voice interactions, interpret meaning and tone, and instantly recommend the best response or next action. According to developers, this approach accelerates automation while keeping human employees in control of complex or emotional interactions.
Enhancing Speed and Quality
The copilots are positioned as the next step in improving response times and accuracy within the T ecosystem’s customer support framework. T-Bank first implemented in-house large language models in 2024, enabling its chatbots to independently resolve up to 45% of customer inquiries. The new copilots extend these capabilities by acting as real-time advisors for live agents.
They automatically collect contextual data, help prevent potential conflicts, and suggest optimal solutions during customer interactions. This results in faster case resolution—by at least 10%—and gives employees more time to focus on complex cases that require human judgment. T-Technologies reports not only cost savings but also higher satisfaction levels among both customers and staff.
Following a six-month pilot, the company plans to expand deployment across other operational divisions. Regular analytics and functionality updates will ensure transparent performance tracking and continuous improvement.
AI Independence and Future Potential
The launch of domestic copilots marks an important milestone for Russia’s IT sector, proving that local developers can create high-performance AI systems without foreign assistance. Crucially, these assistants are designed to enhance, not replace, human employees—helping to create a balanced model of augmented intelligence.
T-Technologies is already working on next-generation features such as dynamic question generation for agents and personalized customer recommendations. While international rollout remains limited due to language model constraints, the company expects growing demand from partner countries seeking localized AI solutions.
Experts predict that over the next two to three years, such AI assistants will handle up to 70% of all customer service interactions, leaving only the most complex cases to humans. This shift could redefine customer support economics across industries, from banking and telecom to insurance and retail.
