Ukraine launches world’s first government AI agent for digital public services

Ukraine has launched the world’s first government artificial intelligence (AI) agent for digital public services. The government superapp Diia now allows citizens to request official documents and public services directly through a chat interface.

The AI is not just a chatbot that answers questions but a functional agent that completes a user’s request and delivers a document. Citizens can also use Diia.AI to explain public services as well as find services to match specific situations.

AI agents are now considered essential tools in process automation and enhanced decision-making. That’s according to a recent study by technology giant IBM.

Ukraine bets big on AI

Diia.AI is the world’s first AI assistant to deliver government services directly in a chat interface. The assistant will be available 24/7 to help citizens find the services they need, check data in state registers and advise on how to handle paperwork. “Starting today, the first service – obtaining an income certificate – will be available,” said digital minister Mykhailo Fedorov. “Other services will be rolled out gradually, and soon we will launch the AI assistant in the Diia app itself.”

The application will feature new social and veterans’ services, Diia.Signature for legal entities, nine new categories within the International Register of Damage, a service for signing declarations with family doctors and additional services for drivers and taxpayers. In addition, the Diia team plans to launch a direct request service for contacting local self-government bodies.

Ukraine is betting big on AI, Fedorov added. “This is not a trend but our clear mission: by 2030, to become one of the world’s top three countries in developing and integrating AI in the public sector.”

Ukraine is focusing on transforming Diia from a digital service into a full-fledged AI agent that works 24/7 and delivers services without needing to fill in unnecessary forms and fields, Fedorov added. “We are shaping the vision for Diia AI and will present how Diia will evolve with AI integration this fall.”

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President Zelenskyy commends Ukraine’s digital transformation

Volodymyr Zelenskyy commended the work of the Ministry of Digital Transformation team and emphasized his commitment to supporting initiatives critical for the country and its people. According to the President, the system of digital government services must continue to be scaled up while simultaneously improving the efficiency of projects that are already in operation.

Earlier this year, the United Nations (UN) revealed how digital transformation enhances vital peacekeeping missions, boosting the effectiveness and efficiency of operations across diverse environments. It came amid ongoing international peace talks that aim to end the conflict between Russia and Ukraine.

The UN outlined how data provides peacekeepers with critical insights into the impact their work is having, letting them more safely and effectively advance peace and security goals for the communities they serve. However, collecting and leveraging reliable data requires managing and analyzing vast amounts of information.

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