In the first month of the pilot project, the AI consultant in the «Diiya» app resolved over 52% of inquiries without human intervention.
This was announced by the Minister of Digital Transformation, Mykhailo Fedorov.
«AI is already changing people's expectations. We are getting used to instant and intelligent services — this is what public services should be like. Today, “Diiya” is reaching a new level — we are fully integrating AI into all processes and developing internal AI tools to optimize our team's work,” he stated.
In an article for Vector magazine, Mykhailo Fedorov explained that the AI consultant operates within chatbots on platforms like Telegram, Viber, and Facebook Messenger, where users turn to ask about various services. It consults and assists in obtaining services through the app and on the «Diiya» portal.
The AI consultant was developed based on ChatGPT, and a specific “training team” that previously worked as support operators trained it on how services function, user issues, and resolution methods.
«It is important that users' personal data is not sent, processed, or stored in the AI model. Before passing a question to the AI, the data is anonymized, and a “clean question” is sent. However, thanks to the conversation context, the bot can clarify questions, assist, and respond in the simplest and most human-like way,” Fedorov wrote.
In the first month of the pilot project, the AI consultant closed over 52% of inquiries in «Diiya» that were previously handled by operators. Additionally, to optimize and speed up responses, an internal AI assistant was created in «Diiya». It helps human operators generate responses during consultations with users.
«The operator can either send the response as it is or modify and augment it. So, it acts like a co-author working alongside, suggesting, formulating, and speeding up the process, but the final decision rests with the human,” Fedorov stated.
The Minister assured that the implementation of AI is “not about replacing people, but about enhancing the team”.
