AI in Utilities: Digital Assistant Ogonyok Is Reshaping Customer Service in the Moscow Region
Digital transformation is steadily reaching every part of daily life, and critical infrastructure is no exception. A clear example of how artificial intelligence can be deployed in utilities comes from Mosoblgaz, which has introduced an AI-based customer service project in Russia’s Moscow region.
From Call Center Queues to Answers in Half a Second
Mosoblgaz has launched a virtual AI assistant called Ogonyok on its website. In just one year of operation, the digital assistant has processed more than 20,000 requests from residents of the Moscow region. Ogonyok is a 24/7 digital assistant capable of responding within fractions of a second to the most common questions related to gas services.
Its functionality covers billing consultations, meter reading submissions, verification of metering devices, scheduled maintenance, and even the submission of repair requests. For consumers, the key benefits are immediate response times of around 0.5 seconds, no need to wait in call center queues, and the ability to return to the full history of previous interactions at any time.
For the utility itself, Ogonyok serves as a powerful optimization tool. The system automates routine requests, significantly reducing the load on contact centers and freeing up staff to handle more complex issues. Analysis of user interactions shows that the highest demand comes from questions related to billing and meter readings, accounting for 28% of requests, followed by technical maintenance at 27%. Gas supply and delivery issues represent 17% of inquiries, while 9% of users are focused on submitting repair requests or arranging gas shutoffs.
From a Regional Pilot to Global Markets: Export Potential of Smart Utilities
The success of the regional project opens the door to large-scale expansion. Within Russia, the technology can be adapted for other utility services, including water supply, electricity grids, and district heating systems. It could also be integrated with national digital platforms such as Gosuslugi, creating a unified digital access point for public and utility services. Such integration would represent a meaningful step forward in the digital transformation of the housing and utilities sector.
Beyond the domestic market, AI-driven solutions of this kind offer clear export potential. As a ready-made digital product, the platform can be adapted to the needs of utility providers in other countries, offering a turnkey tool for automating customer service and improving the overall consumer experience.
Not an Isolated Case: AI Assistants Are Already Part of Utility Operations
The Ogonyok project reflects a broader global and domestic trend toward digitalization in utility services. In Russia, similar solutions have been operating successfully for several years. The Fedot chatbot used by MosoblEIRTS helps customers submit meter readings, while voice assistants such as Masha automate customer interactions for property management companies. These systems have demonstrated tangible results by reducing operating costs and making services more accessible.
Internationally, energy and infrastructure companies are also actively deploying AI assistants across multiple communication channels to handle customer inquiries. This approach not only lowers service costs but also increases customer satisfaction by delivering faster and more convenient responses.
A Quiet Transformation in One of the Most Conservative Sectors
The Ogonyok digital assistant represents more than a localized success for Mosoblgaz. It serves as a practical demonstration of how artificial intelligence can fundamentally improve interactions between critical service providers and the public. The project shows that automation in utilities creates a clear win-win scenario. Customers receive fast and convenient service, while companies gain an effective tool for process optimization.
Over time, AI assistants like Ogonyok are likely to become a standard feature of the utilities sector, shaping a new culture of digital customer service in an industry traditionally known for its conservatism.
