Marketing agency Netpeak has introduced its own development, Netpeak Aura, an artificial intelligence-based ecosystem for customer communications analytics. It allows you to automatically process over 400 chats per day.
Marketing agency Netpeak has introduced its own development, Netpeak Aura, an artificial intelligence-based ecosystem for customer communications analytics. It allows you to automatically process over 400 chats per day.
According to the company, in the first three months of operation, the system saved more than 250 hours of managers' working time. The main goal of the product is to solve the problem of «transparency» of communications that arises when scaling a service business, when managers lose the ability to personally monitor the quality of interaction with each client.
Netpeak Aura works as a white-label solution built on Google Cloud and Vertex AI. The platform analyzes dialogue tone, response speed, and service quality in real time, classifying risks as tactical (process failures) and strategic (threat of customer churn). Data is anonymized, and management reporting is generated automatically via Power BI.
Developers note that timely detection of negative signals is critical for business, as attracting a new customer costs 5–25 times more than retaining an existing one.
According to Dmitry Goncharov, Product Lead at Netpeak Aura, service companies today face a choice: either integrate AI into processes to optimize costs or lose competitiveness in the coming years. He added that the technology allows for timely response to signs of loss of trust, which are most difficult to notice with manual monitoring.
