AI Assistant Helps Moscow Region Residents Resolve Utility Problems
Zhenya, an AI-powered voice assistant used in the Moscow region’s public utilities sector, has processed around 500,000 phone calls.
The AI assistant Zhenya has become a key tool for helping residents of the Moscow region handle housing and utility service issues. The system has been operating since November 2023 and has so far processed roughly 500,000 calls, according to the Moscow Region Ministry of Public Administration, Information Technology, and Communications.
The voice assistant handles a wide range of tasks. It routes requests to the Yedinaya dispetcherskaya sluzhba (Unified Dispatch Service), transfers callers to human operators when necessary, provides information about scheduled water, electricity, or heating outages, and updates residents on emergency situations and repair timelines. If a caller previously submitted a maintenance request, the system can later call back automatically to confirm whether the issue was resolved.
Since launch, the virtual assistant has helped generate more than 256,000 service requests for the Unified Dispatch Service. It has also conducted more than 405,000 outbound automated calls.
