Most government applications in the world are structured similarly: you know what you want to get, you find the section, you click buttons. Diya.AI is trying to change this logic: instead of navigation — a dialog. Wrote "damaged housing" — the assistant suggested eRecovery. Wrote "I want to open an FOP" — received step-by-step instructions or immediately a service.
This is exactly what the Ministry of Digital Transformation calls Agentic State — a model where the system itself interprets the situation and selects the appropriate service, rather than waiting for the user to find the right menu item. For now, the specific list of actions is limited: generating a residence certificate (for an adult or child), an income certificate, and paying traffic fines. Expansion is promised within a few weeks.
What's actually new
AI assistants in the public sector already exist — in Estonia, Singapore, Great Britain. The difference emphasized by the Ministry of Digital Transformation: Diya.AI doesn't just consult, but provides a service directly in the chat without transitioning to a separate page. According to RBC-Ukraine citing Minister Mykhailo Fedorov, Ukraine became the first country to launch such a format in the public sector.
"The assistant does not require passport, banking or other personal data from you — it pulls all data from registries."
Official Diya Portal
This is an important detail: the system doesn't collect data in the chat, but authenticates through the existing account and accesses government registries. Separately, the Ministry of Digital Transformation noted that AI already processes 52% of requests to the Diya support service — even before the official launch of the public version.
Limits set by the developers themselves
Diya.AI was clearly limited: the assistant doesn't answer questions unrelated to government services — weather, recipes, philosophy are outside its scope. Similarly, it doesn't comment on socio-political topics, including questions about the war or politics. The Ministry of Digital Transformation explains this as a focus on utilitarian function, but effectively it means: any "sensitive" question at the intersection of government services and politics — for example, about payments for IDPs in occupied areas — the assistant can simply decline.
Regarding data security: the Ministry of Digital Transformation assures that Diya.AI operates in protected infrastructure and meets the portal's personal data protection standards. Technically, the WINWIN AI Center of Excellence at the Ministry of Digital Transformation is responsible for model development — a structure created this same year. No independent algorithm audit or third-party verification has been publicly announced.
Beta is honest
The service was launched in an open beta-test format: users give likes and dislikes to responses and leave comments directly in the chat. The model retrains on this feedback. This is standard practice for AI products, but non-standard for government services — where an assistant error can mean not just inconvenience, but a missed document submission deadline or a missed payment.
The ambition is officially documented: by 2030, Ukraine aims to enter the top 3 countries in the world for integrating AI in the public sector.
The real test for Diya.AI will come not from the number of processed requests, but from the first documented errors: if the assistant in beta mode incorrectly generates a legally significant document — will there be a liability mechanism, or just a "dislike" button?
