Ukraine eyes AI agents that offer government services to citizens automatically
AI assistant already consults on 150+ services (photo: diia.gov.ua)
Ukraine has begun shifting from a digital state to an agentic state, where government services are delivered proactively with the help of artificial intelligence. An AI assistant is already operating on the Diia portal and is expected to appear in the mobile app soon, says Danylo Tsvok, Chief AI Officer of the Ministry of Digital Transformation, in a comment to RBC-Ukraine.
Key points
Global leadership: Ukraine has become the first country to introduce a national AI assistant that can deliver government services directly through a conversational interface.
Functionality: The assistant currently provides guidance on 150+ services available on the Diia portal and can independently suggest relevant services based on a person's life situation.
One-sentence request: The first service that can be fully completed through chat is a certificate of income.
Scaling up: Currently, the AI assistant operates on the web portal, but it will soon be integrated into the mobile app.
What an agentic state means
According to Tsvok, the concept of an agentic state means that AI agents will handle the entire interaction between citizens and government agencies. The system will also be able to anticipate people's needs.
"For example, if someone writes 'I've had a baby,' the AI agent will immediately suggest the necessary steps for paperwork and offer to apply for the BabyBox support package," the ministry official explained.
First results and statistics
The rollout of AI services is already seeing strong demand among Ukrainians. As of March 2026:
- More than 200,000 citizens have used the assistant.
- Over 6,000 certificates have been successfully ordered and received via chat.
To obtain a document, users simply write a request in plain language, for example: "Give me an income certificate." The document is instantly delivered to the user's personal account and email.
"For now, the AI agent works only on the Diia portal, but soon we will launch it in the app and expand the list of services that can be ordered," Tsvok said.
Ukraine was also the first country in the world to begin providing government services through artificial intelligence. In September 2025, the Diia portal launched an AI assistant capable of delivering services directly in a chat interface.
AI is already helping process most requests from Ukrainians in digital public services. The system handles more than 90% of support inquiries, while human staff step in only for complex cases.
