A week ago at Mintsyfra Summit 2026, Acting Minister of Digital Transformation Oleksandr Bornyakov announced the launch of Diya.AI. As of today, the service has been used by a million users — and this is not just an impressive number in a report.
Behind it stands a concrete change: a person no longer searches for the required section in the app. They type a request in the chat — and receive a service. Payment of traffic violation fines, a certificate of residence for themselves or a child, checking the status of documents — all of this is now through a text message.
What the agent can actually do
Diya.AI is not simply a FAQ search. The service provides government services directly in the chat: it does not advise where to click, but performs the action. In addition to transactional functions, the agent explains the conditions of government programs — including admission to Diya.City and details of other digital initiatives.
Before the launch of Diya.AI, an AI consultant was already working in the Diya support service itself, whose results were unexpected even for the Mintsyfra team. According to Daniil Tsvok, head of the AI direction at Mintsyfra, the initial goal of automating 50% of inquiries was exceeded twofold.
«Today AI closes over 90% of inquiries. The algorithm responds almost instantly — within 5 seconds, understands natural language and context».
Daniil Tsvok, Head of AI Direction, Ministry of Digital Transformation
The system processed over a million requests, helped almost 900,000 unique users, and former support operators received new roles — training neural networks and controlling the system's responses.
Agentic State: ambition or already reality
Bornyakov positions Diya.AI as the world's first national AI agent for government services and part of a broader concept — Agentic State. The logic: the state itself identifies citizens' needs and resolves them, without queues and paperwork. "Diya," used by 24 million Ukrainians, according to Bornyakov, already forms a cultural foundation for this model — people are accustomed to interacting with the state digitally.
In parallel, Mintsyfra reports specific results: over the first 120 days of 2026, 22 new services were launched in "Diya," Diya.City residents paid over 17 billion hryvnias in taxes to the state budget, and lawyers' verification of regulatory acts using AI was reduced from several weeks to 72 hours.
Where the line between convenience and control lies
Diya.AI is an AI that understands "natural language" and has access to personal government registries. This is both an advantage and a question that remains without a public answer so far: who and how verifies the accuracy of the agent's decisions if it makes a mistake in issuing a certificate or document status?
Mintsyfra provides statistics on coverage and speed, but does not publish data on the percentage of errors or the mechanism for appealing decisions made by the agent. In a regular service, this is a technical bug. In government services — potentially legal consequences for a specific person.
If Mintsyfra expands the list of Diya.AI services from three to dozens by the end of 2026 — the question about the mechanism for independent audit of the agent's decisions will become not technical, but political.
