Dasha.AI is a call center automation service that simulates human speech using artificial intelligence.
To create a lively conversation, the robot uses parasitic words, interrupts the interlocutor, assent and, if necessary, is distracted from the main topic of the conversation.
If Dasha is interrupted in response, the robot will listen to the interlocutor and build a further dialogue based on the context.
The company was founded in 2018 by cousins Vladislav Chernyshov and Alexander Zaitsev. Until the spring of 2019, they developed the service at their own expense, and in March, the American RTP Ventures fund and the European RTP Global (associated with billionaire Leonid Boguslavsky) invested $ 2 million in the company.
The startup is planning to spend money on expanding the team - now there are 50 people in it, including Alexander Dyakonov, doctor of physical and mathematical sciences and the winner of the competition for AI specialists from the Kaggle community.
In addition, the company intends to increase its presence in the US market - now several American companies are testing Dasha.AI technology. Chernyshov does not disclose their names, but notes that they are on the Fortune 1000 list.
Today the company has about 18 customers. In Russia, Dasha.AI technologies used 2GIS, but later developed a similar solution, noted the head of the cartographic service Alexander Sysoev.
And the operating director of Modulbank Anton Lipatov told Kommersant that in the first month of operation, the Dasha.AI robot interviewed four times as many customers as compared to call center operators. The bank introduced the technology in the summer of 2018.
In addition, the team is working on a platform for self-modeling of conversations, with which ordinary users can create virtual assistants like Google Duplex (for now, Dasha.AI works individually with each client).
The company wants user robots to not only perform the same tasks, like most virtual assistants, but to choose the most optimal behavior in a given situation.
Why is Dasha “smarter” than other voice assistants?
Dasha.AI employees manually prescribe a scenario in which the robot will communicate with customers.
For scoring, the technology of hybrid speech synthesis is used - first, the announcer records phrases, phrases, words or syllables, which are then “glued” into sentences with suitable intonation using digital signal processing algorithms.
During a conversation, Dasha recognizes the meaning of what was said using the machine learning algorithm and “understands” which branch of the dialogue to build the conversation on.
The robot can inform the customer of the online store that his order has arrived at the post office, and if he is interested in which one, Dasha will prompt his number or send an SMS with the address.
If the interlocutor says things incomprehensible to the robot, Dasha will transfer the conversation to a call center employee. If the robot understands that there is nobody to connect to the conversation, then it apologizes for poor communication and hangs up. Also, the robot can call back after the agreed time.
For voice recognition, the APIs from Google and Yandex are used, as well as the own developments of the Dasha.AI team. The technology of the company is based on the dissertation of Chernyshov and the technical director of the company, Ilya Stupakov.