The Nizhny Novgorod region hosted Russia's first gubernatorial direct line, where generative AI was the primary tool for processing appeals. The domestic speech and text analytics platform Deeray, deployed on Cloud.ru's technological infrastructure, was used for this task.
Appeals were received through a call center, the governor's website, and the «Gosuslugi» platform. In the first case, these were calls, while in the second and third cases, they were text messages. In total, more than 6.5 thousand questions were received for the direct line. From November 17 to 25, 2025, the AI processed 2.5 thousand calls with a total duration of 18 thousand minutes, as well as 2 thousand text messages. The peak of activity was recorded on November 25, when the governor answered questions live.
The Deeray platform minimized routine tasks, allowing the people who processed the messages to focus on their essence. The AI transformed each call and message into a structured dataset — topic, problem, address. An analytical report is currently being generated based on the collected information. This innovative approach makes it possible to understand what exactly concerns residents, not only in terms of individual appeals, but also in the region as a whole, with reference to specific locations.
