TLDR: Ukraine’s ‘Diia’ contact center now resolves 52% of user inquiries using artificial intelligence, based on over 53,000 requests in June 2025. The Ministry of Digital Transformation is actively developing new AI agents to further enhance public service delivery, aiming to transform Diia into a comprehensive AI-powered assistant for citizens.
Kyiv, Ukraine – The ‘Diia’ state digital services application in Ukraine has marked a significant milestone, with its contact center successfully resolving 52% of user questions through artificial intelligence. This impressive figure, based on 53,500 requests processed in June 2025, highlights Ukraine’s rapid adoption of AI in public administration.
Mykhailo Fedorov, Ukraine’s Minister of Digital Transformation, confirmed this development, stating that ‘52% of requests for support from ‘Diia’ are already closed by artificial intelligence (AI).’ He emphasized that this transformation is ongoing, with beta testing for AI-powered consultations currently underway and a full launch for all users anticipated in the near future. The remaining inquiries are handled by human operators.
Beyond the contact center’s current achievements, the Ministry of Digital Affairs is actively engaged in creating advanced AI agents designed to provide comprehensive services to users. Minister Fedorov articulated a broader vision for Diia, stating, ‘We are currently working in many directions, but we have begun to rethink ‘Diia’ in the direction that it should be an AI product: it should use artificial intelligence, should become an assistant, understand what services a person needs, what can be obtained in the near future.’
These forthcoming AI agents are envisioned to significantly streamline citizen interactions with government services. They will be capable of assisting users in finding specific services, accessing relevant information, locating the nearest administrative service centers (ASCs), and even communicating by voice. Future functionalities include the ability to send inquiries and guide users through every stage of obtaining a service. For instance, a user describing a situation like ‘A missile hit my house’ could be automatically directed by the AI agent to the ‘eRecovery’ service, prompted to upload necessary photos, and guided through the application process to the relevant commission.
The integration of AI into Diia is part of a strategic move to optimize public services, potentially reducing the reliance on large contact centers. Furthermore, the Ministry of Digital Transformation sees AI as a critical tool for national security and defense, enabling the processing of sensitive battlefield data, such as photos and videos, and supporting unmanned drone operations. AI is also expected to play a vital role in safeguarding Ukraine’s information space and historical heritage from external influence and disinformation.
While acknowledging concerns about job displacement, Fedorov noted that AI’s role is to automate certain processes while simultaneously creating new opportunities and fostering skill development. Ukraine is also developing its own large language model (LLM), built on Ukrainian data, history, academic papers, and legislation, in collaboration with Kyivstar, with a release planned by the end of 2025. This domestic LLM aims to ensure safe AI usage for sensitive topics, including defense technologies, and will not directly compete with global models like ChatGPT but rather complement them with a focus on Ukrainian context and security.
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Since its humble beginnings in 2020 as a document-sharing platform, Diia has evolved into a comprehensive superapp, serving over 21 million unique users and offering access to 24 different documents and more than 30 services as of last October. The ongoing AI integration marks the next phase in its development, transforming it into an intelligent digital assistant for the nation.
