Deputy Prime Minister for Innovation, Development of Education, Science and Technology — Minister of Digital Transformation of Ukraine Mykhailo Fedorov said that 52% of calls to the “Action” support service are already processed by artificial intelligence. That’s what he’s about reported during the presentation of the new digital service “Veteran Pro” in the “Diya” application.
“We are currently working in many directions, but we have begun to rethink “Action” in the direction that it should be an AI product: it should use artificial intelligence, should become an assistant, understand what services a person needs, what can be obtained in the near future.” Fedorov said.
He noted that the transformation is already in an active phase: in particular, the ability to receive advice with the help of AI is undergoing beta testing, and soon this function will be available to all users. The Ministry of Digital Transformation is working on the implementation of an AI agent that will provide government services automatically.
According to Fedorov, currently artificial intelligence in the “Diya” contact center processes 52% of appeals in dialogue format, while the rest are processed by operators. Such data was recorded on the basis of 53,500 appeals received in June 2025.
We will remind, at the end of June it became known that the internal beta testing of the AI assistant is actively underway on the “Diya” portal. In the near future, it will be possible to register the first service with the help of artificial intelligence. In February 2025, Fedorov announced the appearance of an AI-based assistant that will receive complaints from citizens and send them to the relevant state institutions.
