Sergey Shcherbakov, Head of Data and ML Group, ICL Services

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If 2025was the year the world was just discovering generative AI, 2025 is becoming the year of AI investment, when organizations have truly begun to use the new technology and extract business benefits from it. Companies’ expectations about the impact of next-generation AI remain as high as last year. But these expectations are already tied to the first results of implementation: tangible benefits in cost reduction or increased revenue for business units implementing this technology.

One such tool that can help businesses improve the quality and speed of customer service is the Gen.AI product , developed by ICL Services. Thanks to the ability to easily integrate into existing business processes and adapt to the needs of a specific enterprise, the product allows you china telegram number database to optimize the process of processing incoming requests, automate routine tasks related to analyzing and responding to requests, and significantly speed up the response to requests of various types - from simple questions to complex problems. Sergey Shcherbakov, Head of the Data and ML Group at ICL Services , tells us more about the work of Gen.AI.

IT Channel News: Please tell us about the product itself first.

Sergey Shcherbakov: Gen.AI is a product based on artificial intelligence that allows you to automate, speed up, and facilitate the process of processing incoming requests. Moreover, a request can mean almost anything, depending on the specifics of the customer's business task. These can be incidents from users that are created in the ITSM system, or requests from citizens who want to make an appointment at an institution or clarify a problem. These can also be letters to customer support, reviews, or messages in a corporate chat. Our product will easily process all these and many other types of requests.

IT Channel News: How did the idea for creating the product come about?