Algorithms Now Handle Two-Thirds of Customer Requests at Russian Water Utility

In Tyumen, digital services now automatically process 68 percent of customer requests, according to Dmitry Bychkov, production director at Rosvodokanal Tyumen. For consumers, the key benefits include faster problem resolution and greater billing transparency, allowing residents to easily access accurate data on utility consumption. For utility operators, automation cuts costs by eliminating routine manual processes.

Rosvodokanal Tyumen manages about 3,500 kilometers of engineering networks—roughly the distance from northern to southern Europe. Advanced technology enables more effective monitoring and control of such vast infrastructure.

Beyond customer interactions, the utility’s automated systems also analyze water usage and detect leaks in real time. High-tech utilities are part of a nationwide trend: in 2024 alone, around 13 million smart meters were installed across Russia. Voice assistants that process resident requests are already widely used in many cities and are steadily being upgraded for greater user convenience.