In the first month of the pilot project within the "Diia" platform, the AI consultant, which assists users without operator involvement, successfully addressed over 52% of inquiries.
This was announced by the Minister of Digital Transformation, Mykhailo Fedorov.
"AI is already reshaping people’s expectations. We are getting accustomed to instant and intelligent services — this is how public services should be. Today, 'Diia' is entering a new phase — we are fully integrating AI into all processes and developing internal AI tools to optimize team performance," he stated.
In a column for Vector, Mykhailo Fedorov explained that the AI consultant operates via chatbots in Telegram, Viber, and Facebook Messenger, where users seek assistance regarding various services; it provides guidance and helps users access services both in the application and on the 'Diia' portal.
The AI consultant is based on ChatGPT technology, and a dedicated team of trainers, who previously worked in support, trained it on how services function, common user issues, and potential resolutions.
"Importantly, users' personal data is not sent, processed, or stored within the AI model. Before a question is forwarded to AI, the data is anonymized, and a 'clean question' is sent. However, thanks to the context of the conversation, the bot can clarify questions, assist, and respond in a straightforward and human-like manner," Fedorov noted.
In its first month, the AI consultant resolved over 52% of inquiries in 'Diia' that were previously handled by operators. Additionally, to enhance and expedite responses, 'Diia' has developed an internal AI assistant that aids human operators in generating replies during user consultations.
"The operator can either send the message unchanged or modify it. This is akin to having a co-author working alongside, suggesting, formulating, and speeding up the workload, but the final decision rests with the human," Fedorov added.
The Minister assured that the implementation of AI is "not about replacing people, but about enhancing the team."