In recent articles, we covered how AI is being introduced into internal processes within Gurtam’s products – we discussed the efficiency of managing telematics hardware at flespi and the ways AI assists in customer service at Wialon.
This time, we are going broader to explain how internal corporate routines are being reconsidered with AI. Like any business entity, Gurtam manages numerous operations that work together to drive the company's success. This behind-the-scenes magic enables all processes to stay interconnected, aligned with standards and procedures, and fully coherent with Gurtam’s development strategy. With this approach, Gurtam aims for greater efficiency, so the company has invested significantly in applying AI internally where necessary to optimize routines and processes.
Below is a set of proven hacks presented by Nickolay Kurdesov, CTO at Gurtam, and Aleksandr Maskalchuk, software engineer, at a recent internal panel talk. These strategies have worked well for Gurtam and may be relevant to any business striving for efficiency and routine optimization.
Nickolay Kurdesov
Chief Technical Officer
Aleksandr Maskalchuk
software engineer
- Aleksandr, Nickolay, how is Gurtam using AI to transform internal processes?
At Gurtam, we embarked on a journey to integrate Artificial Intelligence (AI) into our daily operations last year, with a simple yet clear focus — automating routine tasks that consume the time and energy of our employees. Currently, our AI efforts are centered around Large Language Models (LLMs), which you might recognize from tools like GPT chat.
This year, we set a goal beyond just integrating any AI system. We want to provide every department or company employee who wants to automate some part of their work with an easy tool to do this.
That's how the system was born. It is deeply integrated with the company's services, such as internal documentation, corporate chats, etc.
But what does this mean in practice? For us, it means leveraging AI to improve efficiency, streamline communication, and ultimately free up our teams to focus on higher-value tasks. AI isn’t just a buzzword here — it’s becoming a critical part of our operations at Gurtam.
Nickolay Kurdesov at the internal Gurtam AI meetup
- What are those routine tasks at Gurtam that can be optimized with AI?
Imagine you had an assistant who could handle all the boring, repetitive parts of your job. At Gurtam, we’ve made that a reality by using AI to tackle routine tasks, starting with documentation. One of our standout use cases comes from the procurement department, where a custom AI bot automates the flow of documents. The bot is not some magical entity — it works based on well-structured data it can process. This small but impactful change saves hours that would otherwise be spent manually organizing paperwork. It’s also scalable; anyone in the company can set up a similar bot with just a few clicks, making AI-powered automation accessible to everyone.
- Can AI help with Customer Support?
Yes, and it’s already happening! We’ve integrated an AI-powered chatbot into our help platform, which assists users by navigating complex documentation. This bot isn’t perfect — it sometimes makes errors, like all LLMs — but it’s making a huge difference in customer support.
Now, the bot can reply to the user through a particular interface on public documentation, so it helps prepare the answers for the technical support specialist. It also helps with translations, corrects errors, and formats according to corporate standards.
Aleksandr Maskalchuk at the internal Gurtam AI meetup
- In what way is AI improving internal communication?
I will share an example: we used to receive incoming requests from business development managers to specialists in hardware devices, which were performed by the team. Now, we redirect such requests to a particular channel, where the bot responds. The hardware specialist can see and correct the answer if needed so that only the correct information is delivered upon request.
It's notable that when the chatbot encounters a knowledge gap and struggles to provide an answer, it can seek assistance by delegating the question to the appropriate person. This cooperative approach ensures that the user's query is fully and correctly addressed.
- How is AI being used in Gurtam’s products?
The impact of AI extends beyond internal use — it’s enhancing our customer-facing products too. Take GPS-Trace, for example. We’ve implemented an AI system that answers common CRM questions, helping users get the information they need quickly. This automation doesn’t just save time for our support team; it improves the user experience by providing fast, accurate responses.
Similarly, the Wialon team is using AI to enable faster customer support. It’s a simple yet powerful tool that’s already helping the team to free time for more complex tasks, and we’re continually refining it based on real-world use cases. And, of course, we can’t forget flespi, which was the first product team at Gurtam to launch an AI-first approach to their customer support, as well as delivering a smart search across databases to provide specific solutions for complex requests related to telematics hardware setup.
One of the most interesting points is that some bots can turn to each other for help if the user asks a question that is outside their area of expertise.
Nickolay Kurdesov at the internal Gurtam AI meetup
- What are the challenges and opportunities of implementing AI, from your experience?
No innovation comes without challenges, and our AI journey is no exception. Recently, one of our LLM providers started failing, handling only 20% of our requests. Did we panic? No. Instead, we concluded and created a system that dynamically changes providers if it sees problems with one of them. This adaptability is vital to our AI strategy. We’ve learned that AI infrastructure must be flexible and able to pivot when one provider goes down. While there are still areas we’re improving, like handling large, complex datasets, these challenges have taught us valuable lessons about resilience and problem-solving in AI implementation.
It is worth mentioning that ethical AI use and data security are top priorities at Gurtam.
We enforce strict data protection, ensuring no AI tool exposes company, client, or partner source code. All Gurtam operations — AI being no exception — fully comply with international standards like ISO/IEC 27001, safeguarding individual rights. The example of service disruption mentioned earlier shows that while we are flexible with AI providers, we only work with those trusted and backed by security assessments and legal agreements.
Lastly, all AI-generated content undergoes thorough human review to ensure accuracy and compliance, keeping our use of AI secure and responsible.
- Could you share how is Gurtam planning to expand AI’s role in the future?
The future of AI at Gurtam is bright. We’re not just resting on our laurels — we’re actively exploring new ways to integrate AI into every facet of our business. For starters, we’re planning workshops to help employees get more hands-on with AI tools. This collaborative approach is critical because we believe the people who understand the problems best should be the ones helping to solve them. We’re also refining our AI models to handle even more complex tasks, such as data analysis and decision-making.
Gurtam team at the internal AI meetup
The most crucial point is involving representatives from different departments at Gurtam in this process. After all, they are experts in their field and can properly train and control the correct operation of the AI assistant.
The goal is clear: make AI an indispensable tool that helps us work smarter, not harder.
