The Unified Dispatch Center is a point of entry for telephone calls to the information and dispatch services of Moscow. More than 1,000 control rooms are connected to the center’s information system for application management.

The Unified Dispatch Center helps Moscow residents resolve issues related to utilities. By contacting the center, residents can report an emergency, leave a request for maintenance repairs in an apartment or maintenance of a yard area, and also get available information on planned or emergency outages. The work performance time is controlled online.

The interactive knowledge base, which was created for the hotline of the Unified Dispatch Center in 2020, helps to speed up the processing of requests. It contains over 625 scenarios grouped by topics. The operator enters a request, for example, “cold radiator” or “no water”, and the system immediately offers answers depending on the situation. Also, with the help of the knowledge base, specialists will tell a person what to do before the arrival of the repair specialist in order to avoid more serious consequences of an emergency.

A virtual assistant has been helping residents leave requests since 2020. At first, the robot notified residents about the beginning of the heating season and recorded issues related to heat supply, and later it started to process requests to remove snow and ice in the yards. Now the knowledge base of the voice assistant has over 80 topics. Residents can report the lack of hot or cold water, low pressure in the water supply system, power outages, lighting problems in the entrance hall using the virtual assistant. The robot will help to submit a request, if the user asks to have the intercom fixed, get a magnetic key, and have the garbage chute cleaned. A conversation with the robot takes no more than two minutes, after which a request to call a repair specialist is immediately sent to the management company or the specialized services of the city.