September 23, 2026
Contact center queries recordings in plain language instead of rules: MWS AI returns exact quotes
On 23 September, MWS AI launched an AI agent in WordPulse for analyzing contact center conversations. It takes annotated call recordings and correspondence, answers questions in natural language, and provides exact quotes from participants.
For routine checks, the team prepared dictionaries and settings in advance, while complex questions were reviewed manually for several days. Now WordPulse searches for an answer based on a prompt and prepares a new report in a few hours, according to MTS product manager Elizaveta Altukhova.
Access through implementation. WordPulse is not deployed as a service for a single user: MWS asks users to fill out a request-for-proposal form, and a pilot takes 2 to 8 weeks. Voice conversations are billed by the minute, text conversations by session, but the page gives no specific price.
Up to 30 conversations with the agent can run simultaneously under one account, while complex requests trigger a notification after background processing.
Source
