nir-vana innovation network

The Russian company from Moscow was established in 2017. In a short period, the company has become a successful developer in the field of software that is used by many users. The company's engineers have extensive experience in the development of software-platform for contact center for text.
The main activity of the company is works in web chats, instant messengers, social networks, email.
The Russian company offers a special platform, that is an all-in-one client service solution for contact centers and internal company needs. It uses a teamwork of humans and AI to build the highest quality client service in chat and voice channels. Then the automation level will be self-growing with time as AI will be learning from humans. Automation will also quickly adapt to changes in the traffic structure by instantly learning how to process new previously unknown requests. In our real cases the automation level reaches 50 to 70% after 3 months for contact centers that serve up to 7K different topics. The adaption time for new 'hot' topics can be as low as one to several hours. The platform reaches these results by using the most advanced AI technologies to ensure highly efficient operations, enabling instant AI training based on humans’ interactions, and not requiring expensive IT/ML experts to set up and maintain the AI services.
Company develops a platform for managing knowledge and text communications that leverages the collaboration of humans and artificial intelligence (AI) technology.
The platform includes:
- omnichannel chat platform
- knowledge base
- AI-powered chatbot
- AI-powered assistant
- analytics and monitoring system.
Artificial intelligence automatically trains on what human agents do. That enables automatic handling 30-80% of typical requests and assisting human agents with other requests.
The Russian company is looking for international partners that need innovative tools to automate text communications and/or business processes and international partners interested in joint product promotion and delivery to the market, especially large companies, MNE's, SME`s. Under the license agreement, the company will provide the product and holder of the exclusive/non-exclusive right to sell the product and also provide services related with a transfer of technical and reference information related to the operation of the product.

Advantages & innovations

The main difference with other platforms is how it is possible to make this flow work. Through the platform, there is no need to deep dive into machine learning concepts or natural language understanding terminology, collect datasets for training, connect multiple platforms for AI and live agents etc. Instead, the only need is to fill in articles in a familiar looking knowledge base, focus on how to format good-looking messages for messengers, choose the necessary information from a user. And under the hood the platform will use that data to build an AI-powered chatbot that will learn from live agents, assist humans and help them execute complex business tasks. As well as: - omnichannel - messages from all customer channels are collected in a single chat for the operator. The operator can respond or initiate an outgoing call to any of the client's channels. - convenient operator station - the platform allows you to use the operators' time as efficiently as possible due to advanced template systems, KPI tracking, auto-responses. - the knowledge base widget at the operator's workplace is always at hand and allows the operator to search for suitable help articles from the knowledge base, as well as pre-prepared answers. - the intelligent assistant works directly in the knowledge base widget and allows you to free the operator from the need to search for articles - he himself will suggest relevant help articles and chatbot answers.

Stage of development

Already on the market

Partner sought

Type: large companies, MNE's, SME`s. Role: Under the license agreement, the company will provide the product and holder of the exclusive/non-exclusive right to sell the product and also provide services related with a transfer of technical and reference information related to the operation of the product.