In the first month of the pilot project in "Diya," the AI consultant, operating independently of human agents, successfully handled over 52% of inquiries.
This was announced by the Minister of Digital Transformation, Mykhailo Fedorov.
"AI is already changing people's expectations. We are getting used to fast and intelligent services — this is how public services should be. Today, 'Diya' is taking a new step forward — we are fully integrating AI into all processes and developing internal AI tools to enhance team efficiency," he stated.
In a column for the Vector publication, Mykhailo Fedorov explained that the AI consultant operates in chatbots on messaging platforms such as Telegram, Viber, and Facebook Messenger, where users ask questions about various services; it provides advice and assists in obtaining services via the app and on the 'Diya' portal.
The AI consultant was developed based on ChatGPT, and a dedicated team of trainers, who previously worked as support operators, taught it how the services operate, the common issues users face, and how to resolve them.
"It is important to note that users' personal data is not transmitted, 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 context of the dialogue, the bot can clarify questions, assist, and respond in a straightforward and human-like manner," Fedorov writes.
The AI consultant managed to close over 52% of requests in 'Diya' during the first month of the pilot program, which were previously handled by operators. Additionally, to optimize and speed up responses, 'Diya' has created an internal AI assistant. This assistant helps human operators generate responses during user consultations.
"The operator can either send it unchanged, or edit or supplement the response. This is similar to a co-author working alongside, providing suggestions, formulating, and accelerating work, but the final decision rests with the human," Fedorov explains.
The Minister emphasized that the introduction of AI is "not about replacing people, but about enhancing the team."
