Iryna Zabolotna, head of the «Diya» implementation team at the Ministry of Digital Transformation, spoke about the results of the work of «Natalka» — an artificial intelligence assistant that helps in communication with potential partners.
Iryna Zabolotna, head of the «Diya» implementation team at the Ministry of Digital Transformation, spoke about the results of the work of «Natalka» — an artificial intelligence assistant that helps in communication with potential partners.
In early February, the Minister of Digital Transformation, Mykhailo Fedorov, announced new services and features in «Diya». In particular, the appearance of an AI assistant, which Ukrainians will turn to if they encounter problems when interacting with the state. A similar AI chatbot «Natalka» is already operating for partners who want to integrate «Diya» services.
As Iryna Zabolotna told in a column for the AIN publication, the Ministry of Digital Affairs decided to automate initial communication with partners interested in integrating with «Diya» using an AI assistant.
«We named our AI assistant Natalka. We prepared a knowledge base for her about the integration of „Diya“, wrote prompts for all potential questions, conducted an internal beta test, corrected unsuccessful answers and have already released it to production. Now, potential partners who choose the option to write to us in messenger on the „Integratsiya Diya“ website are transferred to a chatbot with an AI assistant,» said Zabolotna.
She added that when requests become targeted and a user is interested in a specific «Actions» integration scenario, they are given the opportunity to call a real manager for a dialogue.
EPAM became a partner in the project, which wrote an admin panel for training and managing the AI assistant. A team of four specialists worked on the side of «Diya».
What was achieved in 3 months after the launch of the AI assistant:
«While we currently continue to review AI responses for correctness, there is no longer a need to manually provide responses in every chat. The focus is now on control, not execution,» says Zabolotna.
She said that in the future, the developers aim to make Natalka so accurate and effective that managers no longer need to check her answers. There are also plans to create a partner’s office, where businesses and government agencies will be able to log into their account and receive all the necessary instructions and consultations directly from the AI assistant.
