In Russia, AI Is Set to Measure Customer Service Quality in Contact Centers
Yandex B2B Tech, a business unit focused on technology solutions for enterprise customers, has given Russian companies the ability to build AI assistants that analyze contact center conversations. The new tool operates within the Yandex Speech Sense analytics service, allowing AI assistants to assess service quality and identify communication issues without manually reviewing customer and agent calls.
Turning Thousands of Calls Into Actionable Advice
According to Yandex B2B Tech, more than 30 companies launched around 700 digital assistants during the first two months of pilot testing. The system automatically evaluates service quality and, after analyzing thousands of conversations, produces recommendations on what should be improved in customer interactions and which topics need clearer explanations. For large organizations, this kind of automation is especially valuable. It can save hundreds of hours typically spent reviewing and tagging thousands of calls every day. In automated mode, the AI assistants assess customer satisfaction, generate concise call summaries, and suggest ways to improve service quality.
The Yandex B2B Tech solution is designed as a universal tool. It can also be used to analyze offline conversations at physical points of sale, review HR communications, and support other business tasks. Another key advantage is flexibility. Companies can create multiple AI assistants for different use cases and rely on ready-made templates. Existing scenarios include active sales analysis and quality control for support teams, making it possible to tailor analytics to specific business processes. The assistants highlight strengths and weaknesses in a company’s products, help project managers understand which parts of an application generate the most questions, and give sales leaders insight into which promotions resonate with customers and which ones fall flat.
Use Cases Shaped by Business Needs
Yandex B2B Tech says early adopters include the insurance company Renaissance Life and the Russian micromobility service Urent, which operates within the MTS ecosystem. At Renaissance Life, the AI assistant is tuned to measure customer satisfaction after contact center interactions and to compare the neural network’s assessments with actual customer feedback. The insurer is also using these insights to explore whether it can eventually move away from traditional customer surveys.
At Urent, the AI assistant evaluates contact center performance by analyzing customer sentiment at the beginning and end of each conversation. It determines whether an issue was resolved and calculates the likelihood of repeat contact. The system also automatically classifies conversations by topic, helping the company pinpoint the most frequent customer issues.
Reducing Routine Work and Saving Time
The rollout of AI assistants within Yandex Speech Sense addresses a wide range of operational challenges. It cuts hundreds of hours spent on manual call reviews, speeds up access to analytics, and helps businesses identify recurring customer problems. The tool can be used not only in contact centers, but also at points of sale and in workforce management. It marks a significant step toward the commercial adoption of AI in corporate communications.
The solution is aimed primarily at mid-sized and large Russian businesses that operate contact centers or manage high volumes of customer interactions. By applying neural networks, companies can automate complex tasks and improve operational efficiency as part of broader digital transformation efforts. This approach aligns with the global trend toward AI-powered quality assurance, where AI is used to automate repetitive processes and improve the accuracy of service evaluations.
Looking ahead, Yandex B2B Tech’s new solution could be adopted by companies across a wide range of sectors in Russia, from telecom to retail. Organizations would then be able to further develop their AI assistants to match specific workflows and business processes. Integration with other Yandex AI components is also planned, which would increase the platform’s overall value and versatility. Industry experts expect AI assistants to become standard in large contact centers, gradually replacing traditional quality assurance teams. For Yandex, this creates an opportunity not only to strengthen its domestic position, but also, with sufficient adaptation, to move into international markets.
