AI in Government Services: New Horizons

In the first month of the pilot project within the Diia app, the AI consultant, which operates without an operator's involvement, handled over 52% of inquiries.

This was stated by the Minister of Digital Transformation, Mykhailo Fedorov.

“AI is already shifting people's expectations. We are becoming accustomed to instant and intelligent services—this is what government services should be. Today, Diia is reaching a new level—we are fully integrating AI into all processes and developing internal AI tools that optimize team operations,” he wrote.

In a column for Vector, Mykhailo Fedorov explained that the AI consultant “works” in chatbots on messaging platforms like Telegram, Viber, and Facebook Messenger, where users inquire about various services; it provides consultations and assists in obtaining services within the Diia app and on the portal.

The AI consultant was developed based on ChatGPT, and a dedicated “team of trainers,” who previously worked as support operators, trained it on how services operate, the potential issues users might encounter, and the ways to resolve them.

“It’s crucial that users' personal data is not transmitted, processed, or stored within the AI model. Before passing a question to the AI, the data is depersonalized, and a ‘clean question’ is sent. However, thanks to the context of the dialogue, the bot can clarify questions, assist, and respond in a straightforward and human-like manner,” Fedorov wrote.

The AI consultant managed to resolve over 52% of inquiries in Diia during its first month of operation, which were previously handled by operators. Additionally, to optimize and expedite responses, Diia created an internal AI assistant. It aids human operators during consultations with users by generating responses.

“The operator can either send the response as is or edit or supplement it. It’s like having a co-author working alongside, suggesting, formulating, and speeding up the work, but the final decision rests with the human,” Fedorov noted.

The minister assured that the implementation of AI is “not about replacing humans, but about enhancing the team.”