Gen2B
AI customer operations
Buyer: Head of Contact Center
Product features presentation

The AI Communication Platform
for High-Performance Contact Centers

Gen2B combines chat automation, speech analytics, voice agents, QA, and workflow execution in one AI-native operating layer — built to reduce operator drag, increase resolution speed, and make customer operations measurable.

Built for Heads of Contact Center Startup-sharp story. Enterprise-ready controls.
Why buyers lean in
Not a chatbot wrapper.
  • One stack for chat, calls, voice, QA, and recovery
  • Classifiers, triggers, and workflow actions built in
  • We do not just use AI — we train the models behind it
82.5% peak AI resolution 63% outbound pickup rate SaaS / VPC / On-Prem
Avg AI resolution
75%

Live production average

Avg first operator response
17 sec

Down from 52 sec

Lead conversion uplift
+15%

Gen2Chat use case

Actual payments rate
67%

Soft collection metric

Public reference logos
Kazakhtelecom Samruk-Kazyna KCell Punto Pago BI Group
Gen2B
AI customer operations
Gen2B Product Deck
The execution gap

Most contact centers are not failing to answer. They are failing to resolve.

This is what the Head of Contact Center is actually fighting every day.

Repetitive volume

Simple requests bury the team that should be solving harder problems.

  • First-line support
  • Status checks and routine questions
  • Reminders and follow-up tasks
Human bottlenecks

Queues spike when routing, acceptance, and follow-up depend on manual behavior.

  • Missed chats
  • Uneven operator load
  • Slow first response
Invisible QA gaps

Sampling a tiny share of interactions leaves managers blind to real quality trends.

  • Unfair 1–5 ratings
  • Weak coaching signal
  • Missed compliance risks
Tool sprawl

CRM, telephony, ticketing, and messaging live in separate places with no shared action layer.

  • Fragmented customer view
  • Slow handoffs
  • No closed-loop learning
Result: slower SLA, higher handling cost, lower QA coverage, and missed sales or recovery opportunities.
Gen2B
AI customer operations
Gen2B Product Deck
Why Gen2B

Most AI tools stop at conversation. Gen2B moves the workflow.

To automate at high resolution rates, AI has to complete the next step — not just draft a reply.

What generic tools usually do
Answer. Summarize. Route.
  • Answer FAQs from a static knowledge layer
  • Summarize conversations for human agents
  • Route simple tickets by rules or keywords
  • Stop before the operational action happens
What Gen2B does in production
Classify. Trigger. Execute. Learn.
  • Reads intent, context, emotion, and business signals
  • Triggers tickets, webhooks, CRM updates, and RPA steps
  • Routes target leads or edge cases to the right human instantly
  • Scores the interaction and improves from the outcome
Own-model R&D Action layer built in STT / TTS expertise Corporate LLMs + SLMs
Chat is the interface. Workflow execution is the product.
Gen2B
AI customer operations
Gen2B Product Deck
Platform overview

One AI-native platform across chat, calls, voice, QA, and collections.

Land with the workflow that hurts most. Expand from there.

Gen2Chat

Omnichannel chat automation with AI agents, outbound messaging, and controlled operator handoff.

WhatsApp Widget In-app SDK
Gen2Call

Post-call AI insights for QA scoring, semantic classification, and emotion analysis.

QA scoring Call analytics Emotion
Gen2Agent

Low-latency voice AI for inbound and outbound conversations with tool usage built in.

Inbound Outbound Callback
Soft Collection

Context-aware payment recovery with respectful reminders, link generation, and escalation logic.

Payment links Partial pay Callbacks
Shared AI layer

One intelligence layer sits underneath every product.

Classifiers Triggers Knowledge Base Self-learning KB Talk to your data Action Layer Analytics Webhooks / RPA
Deployment & control

Choose the setup your enterprise can actually approve.

Cloud
SaaS
Private
VPC
On-Prem
Air-Gapped
Audit trail Controlled escalations Customer-owned data
One shared intelligence layer underneath every channel.
Gen2B
AI customer operations
Gen2B Product Deck
Gen2Chat

Gen2Chat turns your inbox into an AI-first resolution layer.

  • WhatsApp, web widget, and in-app chat SDK in one operator workspace
  • AI autopilot for repetitive requests with controlled handoff to humans
  • Connect CRM, payment history, ticketing, and internal systems
  • Route VIP clients or high-intent leads to the right person instantly
  • Use call-to-chat fallback and outbound follow-up flows when queues spike
75% avg AI resolution 82.5% peak +15% lead conversion VIP routing
Screenshot placeholder
Replace with: Gen2Chat unified inbox + AI assistant + active operator view
Gen2B
AI customer operations
Gen2B Product Deck
QueSMART

QueSMART protects SLA when human behavior becomes the bottleneck.

Up to 99% routing accuracy in one bank deployment
  • Distributes incoming messages evenly so one operator is not overloaded while another is idle
  • If an operator misses a chat but still has active work, the system switches them to Pause
  • If an operator is inactive while customers are waiting, status switches to Away and chats can be redistributed
  • If a target lead is detected, top-sales specialists can be pulled into the chat instantly
If the operator goes silent, the queue should not.
This is where queue intelligence creates visible operational trust with buyers.
Screenshot placeholder
Replace with: QueSMART live queue state + routing tags + operator status logic
Avg first operator response
Before
52 sec
→
After
17 sec
-35 sec (-67%)
Avg operator time per session
Before
45m 40s
→
After
21m 10s
-24m 30s (-54%)
Operator response SLA
Before
8m 44s
→
After
3m 18s
-5m 26s (-62%)
Gen2B
AI customer operations
Gen2B Product Deck
Classifiers + triggers

Classifiers and triggers turn conversations into operational events.

Up to 10 conditions in one event. Webhook- and RPA-ready by design.

Who asked about the new promotion?
How many users ran into app problems this month?
Which conversations became qualified leads?
  • No data scientist required for common operational classification
  • Count selected categories by week, month, or campaign
  • Trigger tickets, alerts, webhooks, CRM updates, or external automations
  • Use the same logic for support, sales, collections, and QA workflows
No-code builder Webhooks RPA actions CRM enrichment
Screenshot placeholder
Replace with: classifier constructor + trigger builder + event conditions
Detect event → enrich context → trigger action → update systems.
Gen2B
AI customer operations
Gen2B Product Deck
Knowledge system

Your knowledge base can change in seconds — and learn from real conversations.

Live knowledge base

Update what the AI knows instantly. In emergency situations, you can push a new instruction in seconds and the bot starts guiding customers immediately.

Self-learning knowledge base

After a chat ends, AI extracts the most useful question-and-answer pairs, drafts a proposed update, and sends it to a supervisor for approval. Once approved, the system uses it automatically next time.

Emergency updates Supervisor approval RAG-ready Company-owned knowledge
Screenshot placeholder
Replace with: knowledge base editor + self-learning approval workflow
Gen2B
AI customer operations
Gen2B Product Deck
Gen2Call

Review 100% of calls and score operators more fairly.

Speech recognition, LLM reasoning, and emotion analysis in one QA loop.

Stop depending on 1–5 customer ratings.
Customers often judge the outcome or policy — not always the operator behavior that should actually be coached.
  • Analyze every call instead of relying on tiny QA samples
  • Build keyword and semantic classifiers for scripts, intent, and compliance
  • Use flexible scorecards with point-based logic and exception-first review
  • Detect emotion, dissatisfaction, profanity, and missed script moments automatically
  • Focus supervisors on the lowest-scoring calls first
100% call coverage Semantic classifiers Emotion analysis Flexible scorecards
Screenshot placeholder
Replace with: Gen2Call dashboard + QA scoring + call analytics
Gen2B
AI customer operations
Gen2B Product Deck
Talk to your data

Ask your operation questions in plain English.

How many customers mentioned app issues this month?
Which operator improved first response time the most?
Which promotion created the highest-quality leads?
Ask
Query data and internal knowledge with natural language.
Report
Generate reports without opening extra dashboards.
Access
Use a messenger interface with optional voice queries.
Screenshot placeholder
Replace with: Talk to your data interface (web or messenger view)
Gen2B
AI customer operations
Gen2B Product Deck
Gen2Agent

Old voice bots replay audio. Gen2Agent actually talks.

Inbound and outbound voice automation with sub-second latency and workflow awareness.

Outdated voice trees
  • Pre-recorded audio branches
  • Rigid scripts that are painful to change
  • High maintenance with weak adaptability
Gen2Agent
  • Low latency <1 sec
  • Grounded in your knowledge base
  • Uses external tools and can call back if timing is bad
Screenshot placeholder
Replace with: Gen2Agent live call details + transcript + assistant actions
Low latency <1 sec Inbound + outbound WhatsApp during call On-Prem available
Gen2B
AI customer operations
Gen2B Product Deck
Soft collection

Soft collection that keeps context — and gets paid.

  • Retains context across sessions instead of treating every reminder like a cold restart
  • Generates payment links, supports partial payment logic, and schedules contextual callbacks
  • Works across chat, voice, and WhatsApp for lower-friction recovery
  • Escalates to a human only when risk, sensitivity, or complexity requires it
  • Fits lenders, telecom, utilities, and subscription receivables teams
Actual payments rate
67%

Soft collection production metric

Outbound pickup rate
63%

Production outbound metric

Lenders Telecom Utilities Subscriptions
Screenshot placeholder
Replace with: soft collection dialogue + payment link flow + callback logic
Gen2B
AI customer operations
Gen2B Product Deck
Trust + deployment

Enterprise-ready because the team builds the models, not just the wrapper.

Working with language models since 2020, with model training, STT/TTS, and domain adaptation in-house.

We know agents because we do more than call LLM APIs. We train them.
That matters when latency, control, domain fit, and enterprise deployment become real buying objections.
  • Own-model track record including IrbisGPT and HyGPT
  • In-house STT / TTS and AI scoring expertise
  • Corporate LLMs and smaller task-specific models for specific workflows
  • Platform designed to move teams from legacy operations to AI-first execution
Deployment choices

Choose the environment your security and operations teams can live with.

Option 01
Cloud SaaS
Option 02
Private Cloud
Option 03
On-Prem / Air-Gapped
Data control
Customer-owned data
Access can be restricted even from us. Ideal when sovereignty and compliance are part of the sale.
Selected partners
NVIDIA KPMG HPE Elcore Group
Gen2B
AI customer operations
Gen2B Product Deck
Production proof

Production proof, not demo theater.

Public references
Kazakhtelecom Samruk-Kazyna KCell Punto Pago BI Group
Avg first operator response
Before
52 sec
→
After
17 sec
-35 sec (-67%)
Avg operator time per session
Before
45m 40s
→
After
21m 10s
-24m 30s (-54%)
Operator response SLA
Before
8m 44s
→
After
3m 18s
-5m 26s (-62%)
Avg AI resolution
75%

Live production average

Peak AI resolution
82.5%

Peak achieved in production

Lead conversion uplift
+15%

Gen2Chat production metric

BI Group — expanded support coverage from 12h to 24/7 with the same team
Soft Collection — 67% actual payments rate in production
Outbound / recovery — 63% outbound pickup rate in production
Gen2B
AI customer operations
Gen2B Product Deck
Commercial logic

Start with one urgent use case. Expand into the operating layer.

Gen2Chat lands first most often. In collections-heavy teams, Soft Collection can land first.

01
Land
  • Start with Gen2Chat or Soft Collection
  • Fastest path to visible SLA or payment impact
  • Low-friction proof the buyer can defend internally
→
02
Expand
  • Add Gen2Call for QA and call visibility
  • Add Gen2Agent for inbound/outbound voice automation
  • Add outbound flows, analytics, and richer routing
→
03
Unify
  • Shared classifiers, triggers, and action layer
  • Shared customer context across channels
  • Closed-loop improvement from outcomes and QA
Classify → Trigger → Execute → Score → Improve
Gen2B
AI customer operations
Gen2B Product Deck
Gen2B

From legacy contact centers
to AI-first customer operations.

One platform. More resolved conversations. Less operational drag.

75% avg AI resolution 17 sec first response 67% actual payments rate
Messaging Speech analytics Voice agents Workflow execution On-Prem when needed
Gen2Chat AI-first messaging, human handoff, outbound flows, and queue control
Gen2Call 100% call visibility, QA scoring, semantic classifiers, and emotion insights
Gen2Agent Low-latency inbound and outbound voice automation with tool usage
Soft Collection Context-aware recovery with payment links, callbacks, and respectful escalation
Shared intelligence layer
Classifiers, triggers, knowledge, analytics, and action layer underneath every workflow.