"Russian Post" added Max to the federal omnichannel platform CraftTalk for online communications with customers

2025

Integration of the online communications platform into Max

Russian Post has completed the integration of its own omnichannel digital platform for online communications with customers in the MAX messenger. With this platform, the postal operator's contact center handles text messages from individuals and organizations across the country. The technological partner of the project is the Russian company CraftTalk, the developer of an AI platform for omnichannel communications and knowledge management. CraftTalk announced this on October 24, 2025.

The platform was launched in 2025. It works with customer requests through all online Mail channels - the site, mobile application as well as chats social networks in "" and Vkontakte"." With Schoolmates the advent of the Russian messenger MAX, which is actively gaining popularity, the Russian Post has included this channel in its official communication with customers. Integration with the messenger took several days, as CraftTalk pre-configured the ability to quickly connect this channel to its solution.

Clients are increasingly writing us messages on social networks and instant messengers. Over the past three months, the number of such messages has almost doubled. To make it more convenient to communicate, we created a special assistant (bot) in the Russian MAX messenger. This assistant quickly helps send a letter or package, sign up for a post office, or call. courier If you need the help of a living employee, the bot will immediately transmit your message to specialists, "said Dahir Semenov, director of the online channel management unit of the Russian Post.

One of the tasks of integration with MAX was to ensure the work of support operators and an AI assistant with complex logical scenarios that exist in the omnichannel platform of our customer. Let me remind you that for correct and prompt answers, the platform is integrated into the main internal information systems of the Russian Post. This allows you to provide client service at a high level, taking into account the requests of a specific user, - commented on the feature of the project Denis Petukhov, General Director of CraftTalk.

Introduction of an omnichannel digital platform for online communications with customers

Russian Post completed the implementation of a comprehensive omnicanal digital platform for online customer communications. This platform can process more than 300,000 messages monthly from individuals and organizations across. to the country The technological partner of the project was a Russian company, CraftTalk the developer of an AI platform for omnichannel communications and knowledge management. This was announced by the Russian Post on May 28, 2025.

𝓲

Фото: Russian Post

The main goal of the project is to improve the quality of customer service thanks to the complete automation of all communication channels of the federal contact center of the Russian Post. For this, a single digital platform with a chat bot was created, where all online channels of the postal operator were connected - a website, a mobile application, Telegram channels for different categories of clients, as well as chats on social networks "VKontakte" and "Odnoklassniki." The platform is integrated into the main internal systems of the Russian Post, such as CRM, personal accounts of individuals and legal entities, pensions, etc. This allows the intelligent chatbot to answer more than 60% of questions from customers in detail and completely independently.

Thanks to the automated system, the client no longer needs to manually enter the parcel track number. It is enough to enter your personal account on the website or in the mobile application of the Russian Post to get information about all shipments: where the parcel is located, its current status, the number and address of the nearest post office, its work schedule and the period before which you can pick up the shipment.

If the system notices that the client's departure is delayed longer than necessary, it will automatically form and send an urgent request to the post office or sorting center.

If the Mail client had to face a wait, it is enough to send the word "Queue" to the chat. The system will immediately notify the management of the post office about the situation.

A special platform service otpravka.pochta.ru designed for corporate clients. Here legal entities can issue an application for updating personal information, obtain the necessary accounting documents, contact the technical support service, consult on the use of personal account functionality, and also order the connection of additional services and services.

By automatically processing and merging all customer communication data, contact center operators see each user's complete call history, regardless of how they contacted the mail.

A separate stage in the implementation of the CraftTalk platform was the creation of a comprehensive analytics service for all types of communications. The service supports more than 30 parameters for analysis, which allows you to see the overall picture of communication with customers and determine which processes should be automated further.

{{quote 'The digital platform of omnichannel text communications started working at full capacity in January 2025. During this time, we saw that the intelligent chatbot correctly answers more than 2/3 of our customers' questions, thereby significantly reducing the burden on our operators, - said Maxim Tsypin, First Deputy General Director of Russian Post. }}

The project for the Russian Post is interesting for its complexity. The platform accumulates all text communications on various client slices. Our customer can see full analytics up to the generated text of a specific message to each customer. At the same time, analytics allows you to rise to the desired level of generalization in order to allocate growth zones for improving the business processes of the client service. The project continues to develop with the Russian Post team, we continue to expand the platform's functionality, working out all possible options for further automation, "commented Denis Petukhov, CEO of CraftTalk.