GigaChat Moves Into Logistics and Customer Service
Russia’s state postal operator is turning to artificial intelligence to modernize its logistics and customer service, in a move that could reshape national infrastructure.
AI Expands Its Reach
In June 2025, Russian Post and Sberbank announced a strategic agreement to implement the GigaChat language model across key operational processes. Developed in Russia, GigaChat will power the automation of customer communications, optimize logistics, and improve the efficiency of request handling.
This initiative marks a significant milestone in the digital transformation of one of the country’s largest infrastructure entities, which handles millions of deliveries annually and plays a critical role in serving regions with limited access to private logistics.
The project strengthens the position of domestic AI solutions and sets a precedent for their use at scale within government-operated systems.
Not Just for Russia
While currently focused on domestic applications, the project supports Russia’s broader push for digital sovereignty. Its adoption by a major state enterprise like Russian Post offers a case study for other government agencies and adjacent sectors.
Planned areas of expansion include: -- Automated processing of citizen and organizational inquiries; -- AI-powered classification and sorting of mail; -- Real-time optimization of delivery routes; -- Integration with Platform V—Russia’s homegrown IT stack, including databases, operating systems, and development tools.
These advancements will not only improve service delivery but also build the foundation for a fully digital government services ecosystem.
Experts note that GigaChat could also be adapted for other countries with Russian-speaking or bilingual populations, such as those in the Eurasian Economic Union and Central Asia.
A Five-Year Transformation
Russian Post’s digital transformation has been underway for five years. Early milestones came in 2023–2024, when the company began replacing foreign software with domestic solutions, including operating systems, databases, and virtualization tools.
In February 2024, more than 100,000 workstations adopted Process Mining software from Russian vendor NOTA, improving transparency and operational efficiency. In 2025, additional initiatives included B2B cashless payments with VTB via the Faster Payments System, integration with the AUREC platform, and the development of new delivery and financial services.
The latest agreement with Sberbank on GigaChat marks a shift from software replacement to full-scale digital transformation using AI technologies.
Looking Ahead
Partnership with Sberbank and the integration of GigaChat opens new horizons for Russian Post. Short-term goals include pilot projects and targeted use cases to test the impact on customer experience and operational performance.
Midterm plans involve scaling AI solutions across the national network and automating logistics and business interactions with state agencies.
Long-term, the goal is to establish a unified digital platform powered entirely by Russian software and capable of supporting advanced AI technologies.
If successful—and experts are confident it will be—Russian Post will become not only a user of digital tools, but also a trailblazer in digital sovereignty, setting the pace for other state-run and regional logistics providers.
