Chelyabinsk Utilities Consider AI Dispatchers to Handle Resident Requests
A virtual assistant developed in Moscow can manage calls, log issues, and follow up with residents.
A Moscow-based company has introduced an AI-powered dispatcher designed to assist utilities in handling resident inquiries. The system, already used in Moscow’s housing and utilities sector, was presented in Chelyabinsk, according to local media.
Explains Issues and Calls Back
Utilities management involves not only infrastructure but also communication with residents. The proposed solution focuses on automating this interaction. Unlike traditional answering systems, the AI assistant can identify callers, confirm their address and phone number, and verify that it correctly understands the issue. It then assigns a request number, explains expected response times, and later calls back to check whether the problem has been resolved.
According to the developers, the system handles heavy call volumes during peak periods, such as the start of the heating season in Moscow. The AI can manage surges in demand without disruption. Statistics show that 95% of Moscow residents are satisfied with the system, while only 5% request a transfer to a human operator. During emergencies or seasonal peaks, such a tool becomes particularly valuable.
Earlier reports said Moscow continues to expand smart technologies in its housing and utilities sector. Deputy Mayor Pavel Biryukov said nearly 8,000 heating units have already been connected to an online dispatch system.
