Russian Regions Test AI Operators for Housing and Utilities Call-Centers
Voice assistants are being rolled out across Russia’s housing sector, and now they are being fine-tuned based on real user feedback.
The Ministry of Digital Development of the Murmansk Region has launched a survey asking residents how convenient it is to use a voice assistant when filing service requests through the region’s Unified Housing and Utilities hotline. The goal is to compare the efficiency of AI operators with that of human contact center staff, and the feedback will be used to improve the technology.
The hotline operates 24/7, taking reports of emergencies or repair needs. When all human operators are busy, the system automatically switches to a voice assistant that registers the request. Later, the AI operator follows up with a call to check whether the issue has been resolved.
AI-driven voice assistants are becoming a national trend in Russia’s housing and utilities sector. In Novosibirsk, AI is already integrated into the city’s Unified Dispatcher Service. In the Moscow Region, a voice bot named Zhenya handled more than 75,000 calls in just the first six months of 2025.
