Pochta Rossii Launches a Digital Assistant in the National MAX Messenger

How the New Chatbot Works

Residents of Tatarstan now have access to a Pochta Rossii digital assistant directly inside MAX, a national messenger developed by VK. The bot guides users through sending letters or parcels, booking a visit to a post office at a convenient time, requesting a courier, or canceling a previously reserved slot.

If needed, chats are forwarded to a live support operator. Over the past three months, the volume of messages from customers via social networks and messengers has nearly doubled, showing a growing preference for solving tasks online.

Unifying Service Channels

The chatbot’s launch follows extensive integration work. Pochta Rossii already operated across VKontakte, Odnoklassniki, its website, and its mobile app.

Now, all these channels are unified on the MAX platform, which delivers operational efficiency and gives customers the ability to reach support at any convenient time through an interface they already use. This approach improves accessibility, especially for elderly citizens and residents of remote areas with unstable internet connections.

“Our key task when integrating MAX was supporting the complex logical scenarios already running on Pochta’s platform. Because our solution is integrated with internal client systems, both the AI assistant and human operators can provide personalized service with full context.”

Dakhir Semenov

Director of Online Channels at Pochta Rossii, emphasized the technological challenge

A Step in Russia’s Digital Transformation Strategy

The Pochta Rossii project is part of a broader effort to transform MAX into a universal platform that combines public services, payments, and communication.

In October–November 2025, integration with the national Gosuslugi portal began, enabling identity verification, digital ID use, and document signing directly within the app. As government agencies and enterprises bring their services to MAX, citizens will gain a single point of access to most information needs, reducing the load on physical offices, call centers, and traditional websites.

MAX operates on domestic servers, complies fully with Russian regulations, and includes strong anti-fraud features such as blocking calls from unregistered numbers and enabling two‑factor authentication through Gosuslugi.

Expansion to Other Regions and Services

In Tatarstan alone, more than 800,000 people already use MAX. If the project with Pochta Rossii proves successful, the model may scale to other regions and other government providers, including employment services, taxation, and social insurance.

MAX is positioned to become the foundation for a nationwide digital services ecosystem, allowing citizens to handle most tasks without leaving the app. This strengthens Russia’s technological independence and simplifies the interaction between citizens and the state.