Russia Is Building an AI Dispatcher for Public Utilities

Software developer Wellsoft has announced an AI system designed to automate call centers in the housing and utilities sector, capable of processing resident complaints and service requests around the clock.

Russian software company Wellsoft has unveiled an artificial intelligence system aimed at fully automating dispatcher services in the public utilities sector. Unlike traditional chatbots with scripted responses, this advanced algorithm can interpret the meaning of free-form messages, according to Kompyuterra.

The neural network dispatcher will process incoming requests 24/7 from multiple channels, including phone calls, text chats, and mobile app submissions.

Its key advantage is the ability to analyze natural language. For example, a resident might write: 'Water is dripping from the kitchen ceiling, it’s already formed a puddle,' instead of selecting a template option like 'leak.' Trained on a massive dataset of typical service requests, the AI can accurately identify the issue, automatically gather essential details (address, floor, problem type), and either provide an immediate response—such as notifying about scheduled water outages—or forward the ticket to the right contractor based on predefined rules.

Complex or unusual cases that require human intervention will still be escalated to live operators. This reduces routine workload for dispatchers and cuts waiting times for residents.

A pilot rollout of the technology is planned within the next six months. Initially targeted at large management companies with high call volumes, the solution can also be scaled for smaller organizations.