First Deputy Prime Minister and Minister of Digital Transformation Mykhailo Fedorov reported that the AI consultant answers 85% of Ukrainians' requests to the Diia support service. He reduced the probability of getting a «busy operator» to 0,01%.
First Deputy Prime Minister and Minister of Digital Transformation Mykhailo Fedorov reported that the AI consultant answers 85% of Ukrainians' requests to the Diia support service. He reduced the probability of getting a «busy operator» to 0,01%.
«Three months ago, we implemented AI in the support service. Artificial intelligence has changed people’s expectations, so government services must be just as fast and smart», Fedorov noted.
According to him, users now receive correct answers to their queries «literally in seconds». The head of the Ministry of Digital Transformation said that AI independently recognizes the product and topic of the question and can respond in up to 5 seconds.
The AI assistant in Diia only started working in June of this year. In July, it already closed 198,164 requests out of 251,627. Of these, 27,800 were closed without operator participation.
«AI works 24/7 and independently responded to 350+ thousand dialogues. The case of „operators busy“ decreased from 5–7% to less than 0,01%,» Fedorov reported on the latest achievements of the AI assistant.
He added that operators handle only 10–15% of unique complex calls. Their workload has decreased by 79% to 17,000 unique conversations.
