Russian Post has reported initial results for its communication platform integrated into the Max messenger. Launched in October 2025, the service has attracted approximately 19,000 users. The platform now handles up to 3,000 customer inquiries every month.
The service allows users to track shipments, locate post offices, request courier pickups, and calculate delivery costs. If a query requires human intervention, the chatbot transfers the conversation to a contact center specialist while maintaining the chat history.
The system operates on Russian Post's proprietary omnichannel platform, which integrates the website, mobile app, social networks, marketplaces, and the Max messenger into a unified environment. The company reports a total active digital audience of about 13 million clients.
Dakhir Semenov, Director of the Online Channels Management Block, stated that the platform uses isolated browser-based services with Russian encryption protocols. Additionally, the company maintains a news channel on Max, which currently has approximately 8,000 unique subscribers.
