Artificial intelligence in Diia already handles more than half of support questions

The Ministry of Digital Transformation of Ukraine is gradually transforming the Diia service into an AI product — more than 52% of support questions are already processed by artificial intelligence.

According to a statement from the Ministry of Digital Transformation, two AI tools were launched this year for the Diia support team.

These are the AI consultant and AI assistant tools. The AI consultant in chatbots helps users receive services in the application and on the portal — it closed over 52% of requests in the first month. In turn, the AI assistant helps operators form answers to thousands of questions from Ukrainians — in a few weeks, it closed 16% of all requests to the operator.

"We are turning "Diia" into an AI product so that Ukrainians can interact with the state as easily as asking for a recipe in ChatGPT. Artificial intelligence is already optimizing the work of our teams to focus on truly important and complex tasks, and delegate routine tasks to innovations," the message says.

According to First Deputy Prime Minister and Head of the Ministry of Digital Transformation Mykhailo Fedorov, the AI assistant responds quickly and is available 24/7, even at night, on weekends, during peak hours, and during product launches.

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"The operator's AI assistant relies on the internal knowledge base about products, the communication style of Diia, distinguishes products, and responds based on the previous context. Thanks to AI, the operator can quickly answer simple questions and focus on complex or sensitive requests. At the same time, the speed of responses increases. Will AI replace operators? Absolutely not, but we are automating most processes to shift the focus from routine request processing to service development and improving the user experience," said Mykhailo Fedorov.

As we wrote earlier, the Diia application will soon have the opportunity to: take a driving license exam online; clear a car with customs; change your last name; receive consular services. Diia also recently launched another new service - now Ukrainians can replace a vehicle registration certificate online. This will come in handy in case of loss of the document, damage to it, or change of license plates.

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