Sverdlovsk MFC First in Russia Launches Chatbot Tool to Help Users Recover Hacked Gosuslugi Accounts
Residents no longer need to visit an office in person to regain control of their account. Instead, they can send just two words to a chatbot, which will guide them on how to protect their data and finances at any time of day, including late at night.
A chatbot operated by GBU SO MFC Sverdlovskaya oblast on the MAX platform has introduced a new feature that allows users to restore access to their Gosuslugi (public services portal) accounts. Users only need to type “menya vzlomali” (“I’ve been hacked”), after which the service provides step-by-step instructions on how to regain access, review account activity, secure personal data, and set up self-restrictions. There is no need to visit an MFC office in person.
According to Yevgeny Shonov, the region’s minister of digital development and communications, fraud activity peaks outside regular working hours, which led the MFC to deploy a round-the-clock support module within MAX. The new module is specifically designed for evening, nighttime, and weekend use, when traditional support channels are unavailable and the risks of data loss and financial damage increase. The initiative is part of the development of digital services under the Ekonomika dannykh (Data Economy) national project.
Users can also use the same chatbot to book appointments at MFC centers, obtain information about services, and check the status of documents.
