AI Assistant Debuts in Russia’s MAX Messenger for Mobile Customers

The country’s fastest-growing messenger is now doubling as a customer support hub, with artificial intelligence handling most of the heavy lifting.

Russia’s popular messenger app MAX has rolled out an AI-powered support channel for mobile subscribers, making it the first project of its kind among telecom operators in the country. Launched by carrier T2, the virtual assistant can now process up to 65 percent of routine requests without human involvement.

The assistant helps users check tariffs, manage services, monitor balances, and adjust settings. When issues become too complex, the chatbot instantly escalates the case to a live agent. One of its most notable features is its ability to learn: the system is actively training on voice messages, which could soon make troubleshooting even faster and more intuitive.

The move underscores the messenger’s transformation into a universal digital platform. With both government and commercial services already integrated, MAX is quickly becoming a space where users not only chat but also manage daily tasks. Bringing customer support directly into the environment where subscribers already spend most of their time makes the experience more seamless—and more natural.