Artificial intelligence in the support service “Actions” significantly increased work efficiency, processing more than 85% of citizens’ appeals. Thanks to this technology, users receive answers to their queries in just a few seconds. This was reported by First Deputy Prime Minister’er Minister for Digital Transformation Mykhailo Fedorov.
“Three months ago, we implemented AI in the support service. Artificial intelligence has changed people’s expectations, so government services must be just as fast and intelligent. In a few months with the implementation of AI, the effectiveness of the support team “Actions” has grown significantly, and citizens receive answers to their queries literally in seconds, the message says.
According to him, the AI consultant already independently and correctly answers 85% of requests. This allows you to provide advice on more than 150 public services without the involvement of operators. The average waiting time for a response does not exceed 5 seconds. The system determines the content of the request and transfers it to specialists only in difficult cases. So far, the AI has already processed more than 350 thousand dialogues, working around the clock.
Thanks to the implementation of artificial intelligence, the workload on operators has decreased by 79% — they consider only 10-15% of the most difficult requests. As a result, the number of situations when users heard the message “operators are busy” practically disappeared.
“During the discussion, OKR set a goal to reduce the number of appeals from citizens, having worked out their reasons, and to increase the level of satisfaction with the support service to 90%. The implementation of AI means scaling the team through technology and increasing the level of service for citizens, added Fedorov.
