Russia Moves to Replace Human Customer Service with AI Agents

Russian developers are building neural networks that understand human needs—and soon, digital assistants may handle everything from car sales to childcare recommendations.

Neural networks in Russia are becoming capable of handling increasingly complex tasks, including customer interaction and decision support. These systems are being trained not only to understand what people want, but also to anticipate their needs and respond accordingly.

According to Yandex executive Tigran Khudaverdyan, who spoke at the St. Petersburg International Economic Forum, neural agents are learning rapidly and executing sophisticated commands with growing ease. What sets this new generation apart is their versatility—they’re not limited to narrow tasks but are designed to operate across a wide range of industries.

Potential applications include handling customer service in car dealerships or acting as AI-driven representatives for preschools, guiding parents through the process of choosing the best option for their children. The digital agents are designed to be polite, competent, and seamlessly integrated into everyday service environments.

AI bots are already active in Russia’s healthcare system, where they help book appointments and offer basic consultations to patients.