Moscow region says Svetlana voice assistant handled nearly 5.6 million calls

The Svetlana voice assistant independently handled nearly 5.6 million incoming calls to the Moscow region’s 122 healthcare line from the start of 2026, regional Health Minister Maxim Zabelin said.

Zabelin said the waiting time for an operator’s response had fallen from five minutes to one. The regional Health Ministry reported the figures. The automated assistant handles routine requests and passes questions requiring a specialist to contact centre employees.

Svetlana helps callers book medical appointments, request a home visit, cancel a booking or move it to another time. The ministry said the system could handle up to 600 calls simultaneously.

The assistant also makes outgoing calls. These remind residents about upcoming appointments and the need to renew electronic prescriptions for subsidised medicines. The system also helps residents arrange appointments with specialist doctors.

Residents can alternatively book through the Dobrodel: Health app, the regional government’s Health portal or the Denis chatbot in the MAX messenger. The 122 telephone service remains another booking channel.