AutoFAQ

Omnichannel AI platform for automating customer and employee support communications

Customer Engagement Growth Seed

Overview

AutoFAQ is a Russian enterprise AI company founded in 2016 (as OOO "DeepHacLab") that develops conversational AI and chatbot solutions for automating customer and employee support. Headquartered in Moscow, the company provides an omnichannel AI platform that enables large organizations to handle the majority of support inquiries without human intervention -- processing up to 87% of requests automatically, with 3 million requests handled per month across its 60+ enterprise clients.

The company has been a resident of Skolkovo Foundation since 2020 and has its products registered in the Russian software registry. Since 2023, AutoFAQ has expanded its platform with a generative AI module (Xplain), enabling advanced knowledge retrieval, document-based Q&A, and AI copilot functionality for contact center agents. AutoFAQ serves clients across financial services (banking, insurance), telecommunications, energy, and retail sectors.

Financial services clients include Raiffeisen Bank, Alfa Bank, and Gazprombank, where the platform automates customer inquiries, HR processes, and IT helpdesk operations. Insurance carriers and financial institutions use AutoFAQ to deflect repetitive inbound queries, improve NPS scores, and reduce contact center headcount growth.

Products & Services

AutoFAQ Chat Platform

An omnichannel AI-powered chat platform for automating customer-facing support across websites, personal accounts, mobile apps, and messaging platforms (including Telegram and MAX).

Key Features

NLP-based FAQ automation resolving up to 87% of inquiries without operators
Multi-channel deployment (web widget, personal account, mobile app, Telegram)
Integration with CRM and helpdesk systems
Seamless handoff to live agents for complex queries

Target Users: Customer service teams at carriers, banks, retail, and telecom companies

Xplain AI Copilot

A generative AI assistant for contact center operators providing real-time response suggestions, knowledge base retrieval, and answer composition based on internal documents.

Key Features

Real-time document search and answer generation for operators
Integration with internal knowledge bases (RAG architecture)
Voice channel support with transcription and auto-summary
Increases operator throughput by up to 3x

Target Users: Contact center operators and IT/HR support staff

Classify

Intelligent request classification and routing system for incoming support tickets.

Key Features

Automatic tagging and categorization of inbound requests
Multi-category routing across support queues
Reduces manual triage effort

Target Users: Operations teams managing high-volume support workflows

Xplain

An interactive generative AI assistant for working with documents and enterprise knowledge bases, supporting Q&A over structured and unstructured documents.

Key Features

Document ingestion and semantic search
Dialogue-based retrieval with source citations
Deployable for internal (employee) and external (customer) use cases

Target Users: Internal teams (IT, HR, legal, compliance) seeking self-service document access

Xplain Sales

A digital AI sales consultant for online channels that engages prospects, answers product questions, and supports conversion.

Key Features

Product recommendation dialogue
Integration with online storefronts and chat channels
Real-time sales support without agent involvement

Target Users: Sales and marketing teams in retail and financial services

At a Glance

Founded: 2016
Headquarters: Moscow, Russia
Employees: 51-200
Funding: Seed

Category & Focus

Category: Customer Engagement
Subcategories: Conversational AI Contact Center Automation Employee Support Automation AI Copilot
Insurance Verticals: Multi-line Health Group Benefits
Target Customers: Carriers, Brokers, Banks, Large Enterprises