MOSCOW, November 5. /TASS/. Artificial intelligence identified 6,000 inquiries from Russian citizens submitted for the 2025 Direct Line with Vladimir Putin call-in event that were flagged as "urgent," and all of them have been resolved, Sberbank CEO Herman Gref announced during a meeting between the Russian President and government members.
"Last year, a separate category for urgent cases was established. Out of three million inquiries, artificial intelligence flagged 6,000 cases that could not wait until the Direct Line broadcast itself. These were put into work long before the event went on air. [...] There are quite a few such cases. Last year, 6,000 inquiries flagged as urgent because they required immediate intervention were successfully resolved," he said.
Gref noted that the artificial intelligence used to process citizens' inquiries reads a single message in an average of three seconds.
"GigaChat, like an experienced specialist, clearly understands what a person is asking for, where they are calling from, and how urgently they require assistance. Previously, only about 50% of the inquiries could be read before the president’s broadcast, even with an enormous amount of effort," he emphasized.