AI Speeds Up Complaint Processing in Moscow Region by Nearly a Third

The “Dobrodel” platform now resolves public complaints faster, using AI to automatically classify and route them without human moderation.

In Russia’s Moscow Region, artificial intelligence has boosted the efficiency of the “Dobrodel” public service platform, cutting complaint processing times by 31 percent. According to the regional Ministry of Public Administration, IT, and Communications, since December 2022 the system has analyzed more than 4.2 million submissions, automatically identifying their topics and forwarding them to the appropriate agencies.

Originally trained to detect problems only from photos, the AI can now process text descriptions as well. This upgrade allows it to route half of all cases directly to execution without moderator involvement. The algorithm’s precision has reached the point where it can independently classify complaints into 816 categories.

In the first months of 2025 alone, over 348,000 submissions went through this automated moderation process — accelerating problem resolution and reducing staff workload. Local authorities say integrating advanced digital tools into “Dobrodel” marks a key step toward building smarter, more responsive communication between residents and the government.