Ukraine adds voice AI to public services

Ukraine has expanded its national AI assistant for government services with voice capabilities, allowing citizens to interact with public services through spoken conversations as well as text.

The new functionality has been added to Diia.AI, enabling users to ask questions by voice, receive spoken responses and switch seamlessly between voice and text within the same conversation. Developed by Ukraine’s Ministry of Digital Transformation in partnership with Ukrainian GovTech company Kitsoft, the assistant helps citizens access government services using natural language.

“People increasingly interact with digital services through conversation,” said Oleksandr Iefremov, CEO of Kitsoft. “Speaking to technology has become a natural way to access information and solve everyday tasks. Public services should evolve in the same direction. Voice interaction with Diia.AI makes communication with government even simpler and closer to the experiences people already have with modern digital tools.”

Rather than navigating government websites or searching for individual services, citizens can describe what they need in natural language. The assistant analyses each request, provides relevant information for the appropriate government service.

Citizens can already ask about available public services, retrieve information from government registries and request official documents, including income certificates, through the assistant.

As additional government registries are integrated, its capabilities will expand from supporting individual services to handling more complex life-event scenarios and end-to-end administrative processes.

Kitsoft developed the AI assistant interface for the Diia portal, adding support for voice and text interactions within a single conversation, alongside microphone functionality and integration with existing Diia services. The company also built the assistant’s underlying technology using its low-code platform, Liquio, to support the continued expansion of AI-powered public services.

Image: Dabisik | Dreamstime.com