How AI employees work, what they do, how they are implemented, how data is protected and payback calculated — short and to the point.
AI basics
A large language model is a neural network trained on a huge amount of text. It understands questions in plain language and writes answers. On its own it “knows the world” but not your business — so it is connected to your data and given working rules. That is how you get an AI employee rather than just a chat.
AI basics
RAG (Retrieval-Augmented Generation) means the AI first finds the relevant pieces in your documents — price lists, policies, FAQs, contracts — and answers from them. No retraining needed: update the document and the answer updates too. Answers can include a link to the source.
AI basics
A prompt is the model’s instruction: who it is, how it speaks, what it may and may not do. Context is everything the model “sees” when answering: the instruction, chat history, retrieved documents. Tokens are the pieces of text used to measure the model’s workload and cost. A good prompt and a clean context are half of an AI employee’s quality.
AI basics
A “hallucination” is a confident but wrong answer. The risk is reduced by answering only from the knowledge base, forbidding invented prices and dates, an honest “let me check with a manager”, test scenarios before launch, spot-checking dialogues and handing complex cases to a person.
Solutions
An AI chatbot understands free-form questions, not just buttons: it answers about prices and terms, clarifies needs, collects contacts and books services. Channels are agreed for each project: your website, Telegram and other available APIs. CRM delivery, permissions and exceptions are tested in the pilot.
Solutions
A chatbot talks; an agent acts. An AI agent takes a task and performs the steps in your systems itself: reads an e-mail, finds the customer in CRM, creates an invoice in 1C, assigns a task to a manager and writes a report. Each action has permissions and rules, and key steps can require manual approval.
Solutions
An AI member of your sales team: it follows your script, asks qualifying questions, recommends a product or plan, handles objections, sends the invoice and follows up with those who did not reply. Managers step in when the customer is ready to buy.
Solutions
Voice AI recognises speech, understands meaning and replies in a synthesised voice. It suits booking and confirming visits, answering typical questions, outbound calls and surveys. After the call, the transcript, outcome and next step are saved to CRM.
Solutions
An internal helper for staff: answers from policies, manuals, contracts and the knowledge base, links to the document, helps newcomers and suggests replies to support agents. It can run entirely inside the company perimeter.
Implementation
Audit: we analyse processes and channels and estimate the gain. Pilot: we launch on one channel or process and measure results. Integration: we connect CRM, 1C, messengers and telephony. Growth: we fine-tune, add scenarios and keep quality in check.
Implementation
AI is useful when it is connected to your systems. Typical links: amoCRM and Bitrix24 (deals, tasks, history), 1C (stock, invoices, orders), messengers and social networks (channels), telephony (calls and recordings), spreadsheets and e-mail. If there is no ready connector, we use the API.
Safety
Customer personal data can be processed on servers in Russia or inside your perimeter, with only de-identified fragments sent to the model. We set up consents, access rights and logs and separate data between clients. For sensitive tasks we use models deployed on your own server.
Safety
AI is never left unattended: complex questions, complaints or large amounts are handed to a manager with the full history. Key agent actions — payments, refunds, contracts — can require manual approval. Management sees statistics and sample dialogues.
Economics
Hours freed = monthly enquiries × minutes per enquiry ÷ 60 × automation share. Multiplying by hourly cost gives the value of time released, not cash in the bank. Deduct models, hosting, support and human review to estimate the net benefit. Calculate setup payback only when the monthly net benefit is positive.
Implementation
Choose one frequently repeated workflow. Bring 10–20 anonymised questions, a current price list or guide, the systems you use and an example of the desired output. Define boundaries: what the assistant must not say and which actions require a person. You do not need to share credentials or a full data export at the first meeting.
Implementation
Before setup, agree a test set, correct-answer criteria, human handoff rules and behaviour during integration failures. Test routine questions, unknown topics, an outdated price, a repeated request and attempts to access someone else’s data. Compare time and quality with the original process, then use those results to decide whether to expand.
Economics
One-off work covers process review, knowledge preparation, workflow setup, integrations and testing. Ongoing costs include models, hosting, paid APIs, communications, quality review and support. Conversation volume, context length and the number of actions affect usage. A quote should show included scope, limits and how additional work is approved.
Safety
Voice workflows account for the grounds for contacting people, call-recording rules and access to a human. Cloning a recognisable voice requires confirmed permission. An assistant must not impersonate a specific person without agreed authorisation. Define the call purpose, opt-out and handling of difficult questions in advance.
Solutions
Start with a specific task: product descriptions, review replies, video scripts or conversation analysis. AI prepares drafts from brand materials; a person checks facts, tone, rights and publication. For analytics, define scoring criteria and validate them on a sample. Automated scores should not be the sole basis for decisions about employees. The outcome is an agreed format, a repeatable workflow and clear quality review.
Solutions
A character can make an assistant recognisable, but useful answers and actions come first. Agree its role, knowledge and tone, then consider a visual identity, voice, short video guides and a consistent style across the site and channels. A digital double of a real person needs separate likeness and voice permissions.
Implementation
Assign an owner for the knowledge base and a process for updating prices, schedules and rules. Support reviews errors, lead delivery, running costs and external API changes. Agree contact channels, support hours, priorities and response times. Test each workflow update against the agreed test set before releasing it to customers.
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Glossary
Tell us what takes your team’s time. We’ll help define a first pilot, the data it needs and how to measure its value.
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