Wellsoft Unveils Russia’s First AI Dispatcher for Housing and Utilities
The traditionally conservative housing and utilities sector is entering a new stage of digital transformation. Russian IT company Wellsoft has announced the launch of the nation’s first AI-powered dispatcher, designed to automate service requests for property management firms.
From Chatbots to Artificial Intelligence
Wellsoft’s solution promises to be a breakthrough that could fundamentally change how residents’ requests are processed. Unlike conventional chatbots that rely on canned responses, the new AI-powered system leverages neural network algorithms and continuously learns from a large dataset of service requests.
The technology can process inputs from multiple channels — chat messages, mobile app forms, and even phone calls. It automatically classifies requests, assigns them to the right teams based on preset rules, and provides instant answers to standard queries such as water outages or leak reports. More complex cases are seamlessly redirected to live operators, ensuring continuity and efficiency.
This adaptive design sets it apart from traditional chatbots: the AI can understand natural speech, refine its accuracy over time, and adjust dynamically to residents’ needs.
Economic Impact and Resident Benefits
The introduction of AI dispatchers could deliver significant economic and social benefits. For property management firms, automation reduces operator workload, accelerates request handling, and lowers costs associated with call centers. Freed-up staff can focus on higher-value tasks.
For residents, the system means faster problem resolution, improved transparency, and a higher level of trust in housing services — ultimately lowering the risk of disputes.
From Standalone Service to Digital Platform
Wellsoft’s AI dispatcher is currently in active development, with pilot projects scheduled over the next six months. The company envisions multiple rollout strategies — both as a standalone service and as part of an integrated platform for property managers.
The system is targeted at large-scale management firms with heavy call center loads but is scalable for organizations of any size. Long-term plans include integration with CRM systems, mobile apps, and other digital services — paving the way toward a broader ecosystem of housing and utilities platforms.
A Growing Digitalization Trend
Wellsoft’s initiative continues a clear trend in Russia’s housing and utilities sector: accelerated digitalization.
In 2021, Sber acquired Doma.ai, an online property management platform, and integrated it into its ecosystem. In 2022, Etalon Group’s IT company, Dispatcher 24, migrated its infrastructure to Russian platforms, boosting reliability through Yandex Cloud. In 2025, Dispatcher 24 rolled out expanded CRM and analytics tools.
Against this backdrop, Wellsoft’s AI dispatcher marks a logical evolution — from simple process automation to intelligent, adaptive systems.
Looking Ahead: AI Dispatchers as the New Standard
The announcement of Wellsoft’s AI dispatcher is a milestone for both the Russian IT market and the housing sector at large. It demonstrates how advanced AI technologies can be applied to everyday infrastructure, with tangible benefits for millions of residents.
Over the next two to three years, AI dispatchers are likely to become standard tools for digital-first property management firms, with competitors developing their own solutions. The success of Wellsoft’s pilot projects will be a decisive factor in shaping this future. If proven effective, the technology could propel Russia’s housing sector into a new digital era.
