AI support software for Eastern Europe

2025. HelpDeskEddy adds AI-powered ticket analytics



Estonian system HelpDeskEddy has implemented artificial intelligence capabilities to analyze the quality of helpdesk request processing. The AI ​​can now read the entire contents of a ticket and summarize the information: it describes what happened in the request, what issues were addressed, and what solution the agent provided. The AI ​​can also assess the customer's mood, the agent's performance, determine the topic of the request, and even assign a category. All collected analytics can then be downloaded in reports.


2025. OpenAI Assistant is now available in Deskie



Customer support software Deskie have added integration with OpenAI's LLM model and customizable AI agent based on OpenAI technologies. When answering customer's questions it can take into account the context of a conversation and depending on the activated tools, search for information in pre-loaded data. This increases the number of useful use cases and improves the quality of OpenAI responses. When setting up an assistant, you upload general information about your product - documentation, knowledge base, specifications and other materials. This data is used to answer standard questions about the product. It either does not change at all during the user interaction, or changes infrequently.


2024. Freshworks unveiled AI agent Freddy



Freshworks has unveiled Freddy AI Agent – a new generation of easy-to-use autonomous service agents. It can be deployed in minutes and help customer support to autonomously resolve up to 40% of service requests. Freddy learns from existing documents and websites. You just point Freddy to websites and other learning materials, and the agent will crawl through the resources and learn on its own. Freddy AI Agent personalizes and contextualizes conversations in multiple languages across multiple channels. Freddy AI Agent operates 24/7 across tools like Microsoft Teams, Slack and other internal collaboration channels to assist employees when they need it.

2024. Zendesk updated AI assistant for customers and agents



Zendesk has unveiled an updated AI voice support solution that enables helpdesk agents to engage with customers in a more personalized manner and resolve more complex issues. Customers can now communicate naturally with an adaptive AI voice agent that works 24/7 and resolves issues autonomously, escalating them to a human only when necessary. Updates include call monitoring, routing, and queue management—enabling human agents to avoid routine tasks and focus on assisting customers in complex situations. Furthermore, the AI ​​assistant will provide support agents with contextual data about the calling customer, such as their sentiment and intent, and help them quickly find answers from the knowledge base.


2024. Salesforce Introduced Einstein Service Agent



Salesforce has unveiled AI customer service agent called Einstein Service Agent. This agent uses generative artificial intelligence (GenAI) to handle digital customer queries of varying complexity without the need to pre-program responses. For the AI ​​agent to work, contact centers must connect it to their trusted knowledge bases, data warehouses, and other important external information sources. The solution is built on the Einstein 1 platform and is currently in pilot testing, but Salesforce promises general availability by the end of the year. Although Salesforce is currently actively promoting the use of generative AI with the announcement of autonomous agents, most customers will be cautious and require further proof of the technology's reliability before implementing it.


2018. How Zia voice assistant in Zoho CRM, works


Zoho CRM recently added a built-in voice assistant – Zia. She can answer questions about meeting schedules, product availability, create orders in the system, change deal statuses, and generate and display reports based on voice-defined parameters. She also identifies the emotional tone of incoming emails, allowing you to respond more quickly to angry customers. Virtual assistants in CRM are the new trend. Salesforce already has Einstein, and Microsoft CRM has Cortana.


2017. Semantria monitors customer and employee dissatisfaction


If everything is going well in your business, both customers and employees are happy. But if someone is unhappy, there's a problem. And it would be good to spot this problem early and solve it. But how can this be done? Lexalytics came up with the idea of ​​using its natural language analysis platform Semantria for exactly this purpose. It can analyze millions of texts in real time (for example, chats, email, social media) and identify the emotions of the people writing these texts. Using machine learning, the system determines the context (the relationships between words) to understand whether words are used positively or negatively. Semantria can connect to corporate systems (CRM, email) as an API and notify management if a problem (negative emotions) has arisen. It understands several languages, including Russian.


2016. Amelia - virtual frontline customer support agent



IPSoft, in collaboration with the renowned consulting firm Accenture, is pioneering the idea of ​​revolutionizing the office by replacing white-collar workers with virtual employees. Amelia, an artificial intelligence (AI) machine, is already working for several large companies, solving customer problems, handling invoices for orders, finding travel destinations, and more. She recognizes human speech (so far only written English), can speak and write, identify and adapt to a person's emotional state, and, most importantly, generate answers to questions and learn to improve the quality of her responses. Of course, Google, Apple, and Microsoft will soon catch up with this niche, and then Amelia will likely retire (or where are all the AIs going?).