TLDR: Sobot, an AI customer contact solution provider, has released new test results for its updated Sobot AI, demonstrating over 90% response accuracy and 88% independent resolution rates by combining generative AI with multi-faceted AI. The company emphasizes practical application over technological sophistication, utilizing a “Five-AI” system to enhance customer experience.
SINGAPORE, Sept. 17, 2025 /PRNewswire/ — Sobot, an innovative AI customer contact solution provider, has released the latest testing results of its updated Sobot AI. With participation from over 100 customers, Sobot AI achieved an average response accuracy rate of over 90% and an independent resolution rate of 88%. The driving force behind this improvement is what Sobot calls the synergy of Generative AI and Multi-faceted AI. Rather than simply pursuing sophisticated AI technologies, Sobot focuses on practical innovation in how AI is applied. This strategy is best reflected in Sobot’s “Five-AI” system, where Generative AI and Multi-Faceted AI play critical roles.
Sobot Generative AI Ensures Industry-Specific Accuracy. Among all applications of AI in customer service, Generative AI is one of the most widely recognized. But unlike conventional systems that rely on rigid rule-based responses, Sobot Generative AI delivers accurate, industry-specific and human-like answers. At the heart of Sobot Generative AI is Retrieval-Augmented Generation (RAG), combined with advanced large language models (LLMs). While the regular RAG process follows familiar steps like chunking, embedding, retrieval and generation, Sobot AI introduces several innovations that set Sobot apart. These include Intelligent Chunking, which supports semantic and structure-aware chunking to preserve complete meaning, ensuring that the AI understands context deeply.
AI Agent: Provide Customers with More Satisfactory Services. At the core of every customer contact solution is the customer experience itself. That’s where Sobot AI Agent comes in. Sobot AI Agent delivers fast and human-like services across various channels, including chat, voice, email, social media and more. It intelligently and independently answers customers’ questions, supports flexible settings such as tones, answering styles, and sentence length, and provides multilingual support to meet global business needs.
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Looking ahead, Xu emphasized that AI for customer service should not be seen merely as a tool of automatic question answering, but as a partner that reshapes customer experience throughout the service journey. By combining Generative AI and Multi-Faceted AI, Sobot has managed to deliver an integrated customer contact solution that is deeply rooted in practical applications and diverse roles of users.
