MWS AI, a division of MTS Web Services, has introduced an AI agent designed to analyze customer interactions within contact centers. The tool is currently undergoing testing at the MTS group of companies. It functions as a chat interface, allowing users to upload call recordings and correspondence, ask questions in natural language, and receive insights supported by direct quotes.
The agent is integrated into the WordPulse speech analytics service, which is listed in the Russian software registry and powered by the Cotype Pro 3 language model. The architecture supports third-party language models, allowing clients to deploy their own solutions. The system is part of the broader MWS AI customer service ecosystem, which also includes AI-Operator and AI-Assistant tools.
The solution is aimed at sectors with high communication volumes, including banking, retail, telecommunications, and healthcare. It automates tasks such as evaluating operator performance, monitoring script compliance, and identifying reasons for customer dissatisfaction. Users can manage up to 30 simultaneous dialogues with the agent, with complex queries processed in the background.
Implementation of the pilot project takes between two and eight weeks. Pricing models vary based on data formats and selected plans, with options for per-minute speech processing, per-session text analysis, or unlimited packages. According to internal estimates, the tool is expected to increase the efficiency of analytical teams by at least 30%.
