First Deputy Prime Minister and Minister of Digital Transformation Mykhailo Fedorov said that a team of trainers from former support workers was formed to train the AI assistant at Diya, which processes more than half of the calls to the contact center.
First Deputy Prime Minister and Minister of Digital Transformation Mykhailo Fedorov said that a team of trainers from former support workers was formed to train the AI assistant at Diya, which processes more than half of the calls to the contact center.
In his column on the Vector website, Fedorov noted that the Ministry of Digital Transformation developed a separate architecture in its infrastructure based on ChatGPT and integrated it with the support team’s own CRM system.
«Since ChatGPT did not have a detailed description of how the services work, user problems, and ways to solve them, he did not know the communication style of „Diya“, he had to be taught everything», — said the Minister of Digital Transformation.
The Ministry of Digital also formed a separate team of trainers who previously worked as support operators, because they are product-oriented and have consulting experience. Together with team leaders and promt engineers, they described the business processes and their structure for each service so that the AI could «read» them, and formulated the correct prompts.
«Each trainer, together with the prompt engineer, is responsible for ensuring that AI correctly advises on 80% of product questions. To ensure that the quality of answers remains high, the team checks AI answers in real time, adds context, changes, updates knowledge, corrects wording, and teaches the model new meanings», — said Fedorov.
He emphasized that users' personal data «is not sent, processed, or stored in the AI model.» The AI receives depersonalized data, but thanks to the context of the dialogue, it can clarify questions.
The AI assistant only started working in June. During this time:
«The assistant responds quickly, he is available 24/7 even at night, on weekends, during peak hours and when launching products. There are no cases when all operators are busy and cannot answer», — notes Mikhail Fedorov.
According to him, the introduction of AI into the services of the Ministry of Digital Affairs is not intended to replace human labor. The assistant processes typical questions, the answers to which are in the knowledge bases, while human operators work on unique complex cases.
Earlier, Mykhailo Fedorov reported that the introduction of artificial intelligence into document flow significantly accelerated the process of analyzing regulatory legal acts and forming expert opinions at the Ministry of Digital Affairs.
