In the first month of the pilot project within the ‘DiiA’, an AI consultant operating without human assistance managed to resolve over 52% of inquiries.
This was announced by the Minister of Digital Transformation, Mykhailo Fedorov.
“AI is already changing people's expectations. We are getting used to instant and intelligent services — this is how government services should operate. Today, ‘DiiA’ is reaching a new level — we are fully integrating AI into all processes and working on internal AI tools that optimize team performance,” he stated.
In a column for Vector, Mykhailo Fedorov explained that the AI consultant “operates” in chatbots on Telegram, Viber, and Facebook Messenger, where users reach out with questions about various services; it provides consultations and assists in obtaining services through the application and the ‘DiiA’ portal.
The AI consultant was developed based on ChatGPT, and a dedicated team of former support operators trained it on how services work, common user issues, and their resolutions.
“It’s crucial that users’ personal data is not transmitted, processed, or stored in the AI model. Before the AI receives a question, the data is depersonalized, and a ‘clean question’ is sent. However, thanks to the dialogue context, the bot can clarify inquiries, assist, and respond in a straightforward and human-like manner,” Fedorov writes.
The AI consultant resolved over 52% of the inquiries in ‘DiiA’ within its first month, which were previously handled by human operators. Additionally, to optimize and expedite responses, an internal AI assistant was created in ‘DiiA’. It aids human operators in generating responses during consultations with users.
“The operator can either send the response as is or modify and enhance it. It’s like having a co-author working alongside, suggesting, formulating, and speeding up the task, but the final decision rests with the person,” Fedorov remarked.
The minister assured that the implementation of AI is “not about replacing people, but about enhancing the team’s capabilities.”
