Russian Messenger MAX Now Lets You Mail a Package or Call a Courier
“Pochta Rossii,” the national postal service, has launched an AI-powered communication platform inside the MAX messenger to handle customer requests across the country.
Russia’s national postal operator, Pochta Rossii, has integrated its customer service platform into the MAX messenger, allowing users to send letters, book appointments at post offices, or call a courier — all through chat. The digital tool connects private individuals and businesses directly with the postal contact center.
According to Dakhir Semyonov, director of online channels at Pochta Rossii, customer inquiries through social media and messaging platforms nearly doubled over the past three months, prompting the company to build an official chatbot in MAX.
Handling complex requests
The technology behind the service was developed by CraftTalk, a Russian AI company and Skolkovo Innovation Center participant specializing in omnichannel communication and knowledge management.
CraftTalk CEO Denis Petukhov noted that the system was designed to manage multi-step, logic-heavy customer scenarios — from delivery tracking to payment issues. To ensure accuracy, the chatbot was fully integrated with Pochta Rossii’s internal databases and information systems.
The launch marks another step in the digital transformation of Russia’s postal services, blending AI efficiency with human support to serve millions of users through a homegrown messaging ecosystem.
