Robot Nikolai to Notify Novosibirsk Residents About Water Outages via MAX

A New Communication Channel

In Novosibirsk, the digital voice assistant Robot Nikolai, previously deployed within the city’s Unified Dispatch and Emergency Service (EDDS) to automatically inform residents about utility outages by phone, has gained a new channel for interacting with citizens – the MAX messenger. The logic of the service is intentionally simple: a user enters a request, such as “hot water outage,” along with an address, and the system immediately returns up-to-date information from the EDDS on planned or emergency shutdowns. Because the database is updated continuously, responses reflect the current operational status of the city’s utility systems.

The introduction of such digital communication channels reduces the workload on dispatch operators and accelerates access to critical infrastructure information for residents. All MAX users in Novosibirsk who need timely updates on utility services stand to benefit from faster and more convenient access to reliable data.

Part of a Broader Strategy

The project demonstrates a practical application of artificial intelligence for automating municipal services. Integrating Robot Nikolai into the MAX messenger expands the range of digital touchpoints between residents and city authorities. At the same time, the technology enables the collection of analytical data on request frequency, problematic addresses, and recurring complaints from residents. This functionality forms part of a broader smart city strategy and contributes to the overall resilience and stability of urban infrastructure.

While the current implementation operates at the municipal level, the underlying concept of an automated notification platform – combining an AI chatbot with a centralized utility data repository – can be replicated in other Russian cities. The key export potential lies in developing modular AI-bot solutions capable of integrating with different municipal information systems, including in CIS countries where demand for digital housing and utilities services is growing.

One of the key advantages of Robot Nikolai is its 24/7 availability and its ability to respond to calls quickly without involving human operators

Sergey Tsukar

Minister of Digital Development and Communications of the Novosibirsk Region

Expanding the Scope of Interaction

Previously, Robot Nikolai had already been integrated into healthcare appointment scheduling for Novosibirsk residents via the VKontakte messenger. More broadly, Nikolai has seen extensive use across hotlines in the Novosibirsk region, processing millions of calls, including for the Unified Medical Registry and services operated by the Ministry of Labor. Before that, the robot functioned as a social support chatbot in Telegram, helping residents navigate social benefits, subsidies, and public services.

In 2025, Robot Nikolai began gradually expanding its presence within the new Russian messenger MAX, further broadening communication channels with citizens and improving access to digital consultations related to utilities and municipal services.

More Functions Ahead

Expanding Robot Nikolai’s functionality increases the speed and accessibility of information delivery, making municipal services easier to use through a familiar messaging platform. This reduces pressure on city dispatch centers and improves response times to citizen inquiries.

Over the next few years, further growth in AI-driven digital services for the housing and utilities sector is expected. Potential developments include integration with additional city platforms and deeper analytics of citizen requests to optimize maintenance planning for utility networks. In the longer term, the robot’s functionality could extend to other municipal services, such as transportation and urban improvement. A unified smart city platform built around AI assistants is also a plausible outcome. Collectively, these steps are expected to raise user satisfaction with municipal services.