Why governments are handing routine tasks to AI agents
Around the world, public administrations are saving significant time and money by letting artificial intelligence absorb bureaucratic chores. This development reflects a broader international shift toward using AI as a public-service tool. In Ukraine, the Diia.AI system has been trained to process spoken requests, making it easier for residents to access state services without paperwork. Roman Kyslyi, head of the WINWIN AI Center of Excellence, told RBC-Ukraine that governments are already cutting costs and hours by giving routine procedures to AI.
According to current projections, 80 percent of governments plan to assign routine operations to AI agents by 2028. This approach is expected to shorten waiting lines and remove human error, supporting broader digital inclusion. Diia.AI's newly developed voice capability is positioned to play a key role in that effort, offering citizens a more convenient and accessible way to interact with state systems.
Automation trends reshaping government services
The move toward voice-enabled AI agents in official institutions reflects a wider trend of automating and streamlining public services. These technologies have the potential to raise service quality while cutting administrative costs. Ukraine's adoption of such tools underscores its commitment to embedding modern technology into daily civic life and improving the overall experience of dealing with the state.
'Governments worldwide are already saving millions of dollars and thousands of hours by delegating routine bureaucracy to artificial intelligence.' Roman Kyslyi, WINWIN AI Center of Excellence
As Ukraine continues to innovate in public service delivery, the introduction of new AI capabilities and additional services in Diia marks a significant step forward. This expansion not only enhances the user experience but also highlights the government's commitment to leveraging technology for greater efficiency and accessibility in state interactions.