The State Employment Service's contact center is testing an AI voice assistant. This is a pilot project of the Ministry of Economy to provide 24-hour support to citizens, including during air alerts and after-hours.
The State Employment Service's contact center is testing an AI voice assistant. This is a pilot project of the Ministry of Economy to provide 24-hour support to citizens, including during air alerts and after-hours.
This is the first case in Ukraine when generative artificial intelligence is used to receive incoming calls on the official hotline of a state body, the Ministry of Economy reports .
During the pilot, the AI assistant has already answered 2,700 calls, reduced the average response time to 18 seconds, and provided almost 100% coverage of calls during after-hours and air alerts, as well as taking on 20% of typical calls during business hours.
The next stage is scaling from the current 4,000 to 80,000 telephone calls per month.
The project partner is ElevenLabs, an AI company engaged in research and product development in the field of artificial intelligence. Its AI platform allows organizations to create voice AI agents and implement natural multilingual voice communication at scale.
Recall that in July, the AI assistant "Diya.AI" was integrated with ElevenLabs AI technologies .
