In the first month of the pilot project in "Diia", the AI consultant, which operates independently of human operators, managed to handle over 52% of inquiries.
This was stated by the Minister of Digital Transformation Mykhailo Fedorov.
"AI is already altering people's expectations. We are getting used to instant and intelligent services — this is how public services should be. Today, 'Diia' is reaching a new level — we are fully integrating AI into all processes and working on internal AI tools that optimize the team's efficiency," he wrote.
In a column for the Vector publication, Mykhailo Fedorov explained that the AI consultant operates in chatbots on Telegram, Viber, and Facebook Messenger, where users ask questions about various services; it provides consultation and assists in obtaining services via the 'Diia' application and portal.
The AI consultant was developed based on ChatGPT, and a dedicated team of "trainers" who previously worked as support operators taught it how services function, what common user issues exist, and how to resolve them.
"It is crucial that users' personal data is not transmitted, processed, or stored within the AI model. Before sending a question to AI, the data is anonymized, and a 'clean question' is sent. However, due to dialogue context, the bot can clarify questions, assist, and respond in a clear and human-like manner," Fedorov explained.
In the first month of the pilot, the AI consultant addressed over 52% of inquiries in 'Diia' that were previously handled by an operator. Additionally, to optimize and expedite responses, 'Diia' has created an internal AI assistant. This assistant aids the human operator during consultations with users by generating response messages.
"The operator can either send it unchanged or edit or supplement the response. It's like having a co-author working alongside, suggesting, formulating, and speeding up the work, but the final decision remains with the human," Fedorov emphasized.
The minister assured that the implementation of AI is "not about replacing people, but about enhancing the team."
