The state service “Diya” is reaching a new level of interaction with citizens, implementing internal artificial intelligence tools for processing requests. More than half of requests from users are already processed by AI today, which significantly reduces the load on operators and speeds up the receipt of answers.As part of the digital transformation, two tools have been launched in “Diya”: an AI consultant and an AI assistant. The AI consultant works in Telegram, Viber and Messenger chatbots — helping users find the right service or get advice without involving an operator. During the first month of the pilot, it independently closed 27,800 requests, or more than 52% of all requests.
The AI assistant works within the support team. It helps operators formulate answers to complex questions faster. In a short period of time, the tool helped close 7,993 requests, or 16% of the total number of requests received by human operators.Both tools already process more than 45 types of services, focusing on the context and understanding which products are being referred to in the requests. They respond clearly, simply and in human language, while operators focus on complex, individual cases that require special attention.
Source: https://fintechinsider.com.ua/ponad-polovynu-zvernen-u-diyi-vzhe-obroblyaye-shtuchnyj-intelekt/
