Currently, more than 50% of requests from users of the Diya state service are processed by an AI consultant, which allows you to receive the service without the involvement of a live operator. About this stated First Deputy Prime Minister — Minister of Digital Transformation Mykhailo Fedorov.
A pilot version of the AI consultant was launched in June. It functions in Telegram, Viber and Facebook Messenger chatbots, where users send requests for government services. Artificial intelligence is able to clarify the wording, and if it does not recognize the request, it automatically passes it on to the operator.
“In the first month of the pilot, the AI consultant closed more than 52% of the calls in Diya that were previously processed by the operator. That is, more than half of the calls are processed without the involvement of a person.” Fedorov noted.
In June, the support service received 251,627 requests. Of these, 198,164 were automatically processed by the button chatbot. Of the remaining 53,463 requests handed over to the operators and the AI consultant, the latter independently answered 27,800 without human intervention. In addition, another technology is already working in “Diya” — the operator’s AI assistant, which was introduced earlier and helps specialists form answers.
Fedorov emphasized that the use of AI does not mean replacing employees:
“It’s not about replacing people, but about allowing the team to focus on more complex and important questions where the team’s experience and expertise are especially valuable.”
According to him, in total, more than 100 specialists, who started their work as operators, were able to grow professionally within the project over time — both by remaining in the support service and by moving to new roles in the wider ecosystem of the Ministry of Digital Affairs. This is a kind of career elevator both within the team and within the entire digital ecosystem.
