AI Handles Over Two Million Messages to Russia’s Presidential Call-In
Artificial intelligence has become a core analytical tool behind Russia’s annual Presidential Direct Line, processing more than two million citizen messages in less than two weeks and pointing to a broader shift toward AI-driven public administration.
AI Under Human Oversight
Artificial intelligence, specifically the GigaChat neural network, processed more than two million messages submitted by citizens during the Direct Line with Russian President Vladimir Putin. The system helped structure, analyze, and classify questions and requests received from the public during the first 13 days of data collection. The information was disclosed by presidential press secretary Dmitry Peskov.
The AI model analyzes the text of incoming messages, identifies their subject matter, regional origin, and the key issues raised by citizens. Human oversight remains in place: editors and volunteers review the AI’s output before it is used. Authorities plan to expand the system’s capabilities in 2026, including automating the routing of citizen questions to relevant government agencies to enable faster responses.
Part of a Broader Platform
Russia’s Presidential Direct Line provides a clear example of large-scale AI deployment in public administration for big-data analysis. This mechanism speeds up feedback between citizens and the government, improves the efficiency of processing public requests, and helps identify bottlenecks in communication. Over time, AI tools could become part of a broader digital platform for citizen–state interaction, especially in the context of Russia’s national AI strategy and its push for digital sovereignty.
While the use of AI for handling public feedback is not unique globally, the scale of the project, more than two million messages processed in roughly two weeks, highlights the technological maturity of these solutions. The approaches and technical expertise developed here could be exported to other governments seeking to manage large volumes of citizen input. At the same time, questions remain about how exactly the AI classifies and uses personal data, as well as what metrics are applied to evaluate the quality of its performance.
AI in Regions and Municipalities
AI and digital technologies are increasingly used to analyze, process, and automate citizen requests, both in Russia and abroad. In Russian municipalities, AI systems are being deployed to help officials quickly prepare responses to residents’ inquiries and provide analytical support during case reviews. Such systems are already operating in hundreds of institutions, including in the Republic of Buryatia and in the city of Yakutsk, reducing staff workload and improving the quality of responses.
In 2025, Russia’s Ministry of Digital Development proposed using AI to analyze standard citizen requests and draft responses, as well as for other public administration tasks, including the review of legal acts and documents. Generative AI is already being used in the Moscow region to automatically prepare draft replies to citizen inquiries: the system analyzes the topic of each request and suggests an appropriate response, accelerating the handling of high message volumes on the public services portal.
Automation as the New Normal
Processing millions of citizen messages with AI is no longer an experiment but a form of real-time analytics at national scale. Projects like this lay the groundwork for a large government digital analytics platform capable of integrating with other public-sector services.
Officials expect that by 2026–2027, AI-driven analysis of public feedback will become standard practice in large-scale public communications. Leading AI solutions, including domestically developed models, are likely to be more deeply integrated into government information systems. At the same time, requirements for ethical and transparent data processing and for AI model quality will increase, becoming a focus of regulation and oversight.
