Briefly
The Ministry of Digital Transformation reported that the new AI assistant of the Diia support service has independently processed more than 1,000,000 inquiries. The statistics cover over 165 services: the system's average response time is about 5 seconds, and approximately 90% of requests are handled without operator involvement.
What happened
According to the ministry, the virtual assistant identifies the gist of an inquiry, provides a quick answer and, in complex cases, automatically prompts the user to fill out a form or forwards the question to an operator. The system was launched recently but is already showing a high rate of autonomous request handling.
"The AI consultant of the Diia support service independently processed more than 1,000,000 citizens' inquiries."
— Mykhailo Fedorov, Minister of Digital Transformation (Telegram)
Why this matters
Efficiency and time. A response in 5 seconds means users get solutions faster, and operators are freed up for complex cases — for example, legal or interdepartmental inquiries that require human assessment.
Resilience of public services. During the war, the load on state services increases; AI helps keep the portal running during peak demand and reduces the risk of delays in critical situations.
A signal of trust to investors and partners. Scaling such solutions boosts the reputation of Ukrainian digital transformation on the international stage and may ease technical and financial support from partners.
What to watch next
This result is important but only interim. It is necessary to monitor metrics for answer accuracy, escalation time for complex cases, as well as transparency and protection of personal data. Experts note that automation must be accompanied by audits and human accountability.
On the digital front, such systems are not a replacement for people but a tool that enhances the state's ability to respond quickly and reliably to citizens' needs. Next comes scaling and quality control.
