AutoFAQ
AutoFAQ is a Russian AI software company that sells an omnichannel platform — combining semantic chatbots, RAG-based knowledge retrieval, and human-AI collaboration tools — to automate customer service, HR, and IT support for large Russian enterprises.
- Company typePrivate
- Founded2016
- HeadquartersMoscow, Russia
- Headcount11–50
- GTM typeB2B
- OfferingSoftware
What AutoFAQ does
AutoFAQ (legal entity OOO "DIPHAKLAb") is a Russian AI software company founded in 2016 and headquartered in Khimki (Moscow region), building an omnichannel platform that automates customer and employee support through AI-powered chatbots, generative knowledge retrieval, and human-AI collaboration tools. The core AutoFAQ platform combines an omnichannel contact center with AI agents that interpret Russian-language queries semantically and supports 90+ languages, while the add-on Xplain module applies a Retrieval-Augmented Generation (RAG) architecture over enterprise documents (PDF, DOCX, Confluence, corporate portals). Adjacent modules include Xplain AI Copilot (operator assistant), Classify (semantic ticket routing), Xplain Sales (digital sales consultant), and Voice AI Copilot; technical stack is roughly 40% Scala (JVM/ZIO/Cats), 30% Python (PyTorch, TensorFlow, Transformers), and 30% JavaScript/TypeScript (React/Next.js), with deployments on Yandex Cloud or on-premise.
The company sells exclusively to large and medium Russian enterprises via direct enterprise field sales, requiring a minimum of ~5,000 monthly support requests for ROI viability; pricing is an annual subscription tiered by deployment model (cloud vs. on-premise) and request volume, with Xplain priced as an optional add-on and user count not affecting price. Documented customers include Rostelecom (77,000-employee HR bot), MTS (3,400+ retail stores), Gazprombank, RUSAL, Alfa-Bank, MegaFon, FosAgro, Cherkizovo, MVideo, SkyEng, VKontakte, Roscongress Foundation, and Skolkovo, spanning banking, telecom, retail, metals, energy, EdTech, social, and government. Go-to-market is reinforced by registration in the Russian domestic software registry (Reestr #7394 and #30156), Skolkovo resident status, 152-FZ compliance, a partner/reseller program, and a 2025 distribution integration with the national MAX Messenger; AutoFAQ has raised $1M of disclosed seed funding (2018) and operates with 11–50 employees.
AutoFAQ firmographics
Firmographics- Name
- AutoFAQ
- Legal name
- ООО «ДИПХАКЛАБ»
- Website
- https://autofaq.ai
- Company type
- Private
- Founded year
- 2016
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- AutoFAQ is a Russian AI software company that sells an omnichannel platform — combining semantic chatbots, RAG-based knowledge retrieval, and human-AI collaboration tools — to automate customer service, HR, and IT support for large Russian enterprises.
- Ownership category
- akta.pro rank
AutoFAQ industry classification
Industry- Product category
- Conversational AI Customer Support Platform
- NAICS
- Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518210), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Integrated Systems Design (7373)
- akta.pro primary industry
- Robotic Process Automation (RPA) & Hyperautomation Platforms (HDAEAKAF)
- akta.pro secondary industry
- AutoML & Low-Code ML Platform Operations (HDAAABAL)
Keywords
Where AutoFAQ is headquartered
LocationHeadquarters
- HQ city
- Moscow
- HQ country
- Russia
- HQ region
- Europe
Offices1 record
Markets served
AutoFAQ business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations
Revenue model
- Platform Subscription (Cloud or On-Premise): Subscription-based licensing for the AutoFAQ platform, priced based on deployment method (cloud vs. on-premise/internal network) and volume of inquiries/requests processed. Pricing does not depend on the number of system users. Optional Xplain module for generative neural network work adds to cost. Sold as license.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Cloud deployment subscription |
| Subscription | Annual | On-premise deployment subscription |
| Subscription | Annual | Xplain generative AI module |
Go-to-market motion1 record
Distribution channels2 records
Marketing channels9 records
AutoFAQ product offering
Product offeringCore offering
AutoFAQ is an omnichannel AI platform that automates customer and employee support across chat, messengers, email, and voice channels. It combines FAQ-based question-answer systems with generative AI (RAG) to deliver chatbots, intelligent operator assistants, document knowledge retrieval, ticket classification, and digital sales consulting for large enterprises.
Product overview
AutoFAQ is an omnichannel platform for robotizing customer and employee support using AI-powered question-answering and dialog systems. The product portfolio consists of a core platform (AutoFAQ) combined with specialized modules: Xplain AI Copilot (operator assistant), Classify (intelligent classifier), Xplain (generative AI document assistant), Xplain Sales (digital sales consultant), and Voice AI Copilot (voice call center assistant). The core AutoFAQ platform handles omnichannel chat communications with AI-powered bots, while additional modules extend capabilities for generative AI responses, sales automation, voice support, and intelligent request routing.
Differentiator
Problem solved
Functional benefit
Brands
- AutoFAQ: Omnichannel chat platform for customer and employee support based on AI
- Classify
- Voice AI Copilot
- Xplain
- Xplain Sales
- Xplain AI Copilot
Products and services
- AutoFAQ Platform Omnichannel AI-powered helpdesk platform combining chatbot automation with human-operator collaboration. Handles customer service, HR support, and IT support across website chat, messengers, email, and voice channels for large enterprises.
- Xplain AI Copilot Personal AI assistant for contact center operators that suggests ready-made answers during conversations, increasing operator efficiency by up to 30%. Provides AI-driven response hints and auto-recommendations.
- Classify Intelligent classifier that automatically categorizes and routes incoming support tickets by intent and parameters using semantic understanding. Functions as a standalone routing and classification module.
- Xplain Interactive AI assistant for working with corporate documents and knowledge bases using generative AI and Retrieval-Augmented Generation (RAG). Loads PDF, DOCX, RTF, TXT, XLSX files and indexes Confluence and web portals to automatically generate answers.
- Xplain Sales Generative-AI-powered digital sales consultant deployed across website chat, social networks, and messengers to provide product recommendations and increase sales conversion by up to 23%.
- Voice AI Copilot AI assistant for voice call center operators that processes audio/speech in real time and provides AI-suggested responses during phone conversations.
Quantifiable outcome
- 3x more requests processed without increasing headcount
- +7 more outcomes
Companies that use AutoFAQ
Customer profileNamed customers18 records
Segments6 records
Ideal customer profiles3 records
AutoFAQ technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration16 records
AI capability8 records
Feature9 records
AutoFAQ partnerships and signals
Strategic signalPartnerships
Two partnerships are on record, tiered core and minor.
- MAX MessengercoreAutoFAQ has integrated MAX messenger (Russia's national communication platform with 35+ million registered users) as a supported communication channel. MAX is pre-installed on smartphones sold in Russia from September 2025 and is connected to Gosuslugi government services. AutoFAQ users can now deploy AI chatbots directly in MAX, enabling automated customer and employee support in the national messenger. Both products are listed in the Russian domestic software registry.
- PwC Venture HubminorAutoFAQ was introduced to TeDo (Technologii Doveriya) through the PwC Venture Hub accelerator, which connects startups and investors for creating new products and solutions. AutoFAQ was a graduate of the first cohort of PwC's accelerator program.
Scale indicators6 records
Recent moves6 records
Expansion highlights5 records
AutoFAQ competitors and assessment
Company assessmentDirect peers
- Just AI: Russian conversational AI platform providing chatbots and voice assistants for enterprise customer service and employee support. Most directly comparable Russian peer to AutoFAQ, with overlapping product positioning across financial services, telecom, and retail.
- Chat2Desk: Russian omnichannel customer support platform aggregating messengers and social channels with chatbot automation. Competes head-on with AutoFAQ in the Russian SMB and mid-market omnichannel support segment.
- Kore.ai: Global enterprise conversational AI platform providing AI agents for customer service, IT support, and HR support with RAG architecture. Directly comparable in product architecture and target use cases, though operating at global scale rather than Russia-only.
Broad incumbents
- Naumen: Large Russian enterprise software vendor offering ITSM (Naumen Service Desk) and AI knowledge management (Naumen Erudition). Overlaps with AutoFAQ on the IT support / ITSM automation use case but as part of a broader enterprise software portfolio.
- LivePerson: Global conversational AI and messaging platform serving large enterprise contact centers. Comparable in customer service automation and omnichannel chat capabilities but operates as a publicly traded incumbent at much larger scale.
- Verint: Global customer engagement and contact center AI vendor with conversational AI, workforce engagement, and analytics. Comparable to AutoFAQ at the Voice AI Copilot and omnichannel contact center layer but serves large global enterprise with much broader portfolio.
Others
- Intercom: Global AI customer service platform with Fin AI agent for automated support and omnichannel inbox. Competes with AutoFAQ in conversational AI for support but serves global mid-market and enterprise segments with broader customer success tooling.
Emerging players
- Yellow.ai: Enterprise conversational AI platform with voice and chat agents for customer support and sales automation. Comparable architecture to AutoFAQ's Xplain Sales and Voice AI Copilot modules, positioned as an emerging global player.
- Aisera: AI service management platform for IT, HR, and customer service automation with generative AI agents. Directly comparable to AutoFAQ's IT Support and HR Support segments, focused on enterprise ticket deflection and self-service.
- Sherpa RPA: Russian RPA and conversational AI vendor offering chatbots and process automation for enterprise customers. Overlaps with AutoFAQ on the RPA integration capabilities and Russian enterprise customer base.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat5 records
Key risks5 records
Key highlights7 records
Customer concentration
AutoFAQ social profiles
Digital presenceAutoFAQ compliance and trust
Trust signalCompliance3 records
AutoFAQ financial estimates
Financial estimateRevenue estimate
Valuation estimate
AutoFAQ leadership team
Management profileNumber of profiles
Profiles2 records
AutoFAQ funding detail
Funding detailFunding overview
Funding rounds1 record
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
AutoFAQ M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about AutoFAQ
What does AutoFAQ do?
AutoFAQ is an omnichannel AI platform that automates customer and employee support across chat, messengers, email, and voice channels. It combines FAQ-based question-answer systems with generative AI (RAG) to deliver chatbots, intelligent operator assistants, document knowledge retrieval, ticket classification, and digital sales consulting for large enterprises.
Is AutoFAQ a public or private company?
AutoFAQ is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was AutoFAQ founded?
AutoFAQ was founded in 2016. It employs 11 to 50 people.
Where is AutoFAQ based?
AutoFAQ is headquartered in Moscow, Russia, in the Europe region.
How does AutoFAQ make money?
One revenue line is on record: platform Subscription (Cloud or On-Premise).
Who are AutoFAQ's main competitors?
Direct peers on record are Just AI, Chat2Desk and Kore.ai. Broad incumbents are Naumen, LivePerson and Verint. Intercom is listed as an others. Emerging players are Yellow.ai, Aisera and Sherpa RPA.
Does AutoFAQ have an API?
Yes. AutoFAQ provides API documentation for integration purposes. The platform offers a dialog API that enables integration with any channel. The API allows programmatic access to connect the platform with external systems, enabling automated workflows and channel integrations. Developer documentation is at deephack.atlassian.net/wiki/spaces/AKB/pages/1278345276/API.
What industry is AutoFAQ in?
AutoFAQ's product category is Conversational AI Customer Support Platform. Its primary akta.pro industry code is HDAEAKAF, Robotic Process Automation (RPA) & Hyperautomation Platforms, with a secondary code of HDAAABAL, AutoML & Low-Code ML Platform Operations. Its NAICS code is 518210 and its SIC code is 7372.