Moscow Teaches an AI Dispatcher to Hold Live Conversations With Residents
The system analyzes tone and speaking style, understands complex questions, and delivers detailed consultations.
Moscow has significantly upgraded its resident consultation system for housing and utilities services. The voice assistant of the Unified Dispatch Center now supports natural, in-depth conversations across hundreds of everyday topics, following the deployment of domestically developed large language models, according to the Moscow city government.
Faster Access to Information
Previously, the AI assistant relied largely on predefined scripts, such as submitting a request to dispatch a technician. Now the system analyzes a caller’s tone and manner of speech, understands complex queries, and provides detailed explanations without involving a human operator. Officials say this allows residents to get the information they need more quickly.
The artificial intelligence helps Muscovites in a wide range of situations. It explains how and when to submit water meter readings, outlines procedures for disposing of bulky waste, provides schedules for hot water shutdowns, and clarifies rules for major building renovations. The assistant also has up-to-date contact details for city services.
From Doctor Appointments to Transport and Public Services
The system continues to evolve. Residents can now use AI around the clock to handle many everyday tasks, from booking a doctor’s appointment to resolving questions about transport and government services. Since 2020, the voice assistant has handled more than 24 million calls, including 7.9 million in 2025 alone. Its knowledge base covers more than 200 topic areas.
Earlier, it was reported that Rostelecom had introduced a new predictive model into its voice bot, enabling it to resolve more than 80 percent of customer inquiries automatically.
