The Ministry of Economy and Environment of Ukraine has launched Ukraine's first AI-powered voice assistant to handle incoming calls to the State Employment Service. As the ongoing war reshapes expectations for public services, government support must remain accessible at any time, regardless of the security situation. The new solution is already operating in pilot mode, helping ensure uninterrupted service even when human operators are unable to answer calls, including during air raid alerts or outside business hours.
"During the pilot, the AI voice assistant handled nearly 2,700 calls, reduced the average response time to just 18 seconds, and ensured almost 100% coverage outside business hours and during air raid alerts. This is already making government services more accessible while allowing human operators to focus on more complex cases. The next step is scaling the solution from around 4,000 to 80,000 calls per month. That is why we are investing in technologies that will help government services use contact center resources more efficiently while maintaining high-quality service as demand grows," said Oleksandr Tsybor, Deputy Minister.
The launch of the AI voice assistant is part of the broader transformation of the State Employment Service, which is evolving from a traditional information hotline into a modern remote public service center.
Unlike text-based AI assistants or chatbots, the voice assistant independently answers citizens' phone calls. This marks the first time generative AI has been deployed to receive incoming calls on an official government hotline in Ukraine. During the pilot phase, the AI assistant handled 100% of calls outside business hours and already processes around 20% of routine inquiries during working hours.
"This project is not just about introducing new technology. It is about ensuring that people can access essential public services whenever they need them. The AI voice assistant enables the State Employment Service to provide support around the clock while combining the efficiency of AI with high-quality, people-centered service," said Yuliia Zhovtiak, Director of the State Employment Service.
The project was developed in partnership with ElevenLabs, one of the world's leading companies in AI voice technology.
“Governments around the world are exploring how AI can improve public service delivery, and every implementation presents its own set of challenges. In Ukraine, we worked closely with the Ministry of Economy to build a solution that combines enterprise-grade security, responsible AI, and service continuity under extraordinary circumstances. This collaboration shows the potential of voice AI to make essential government services more accessible and resilient," said Oswin Kruger Ruiz, Public Sector Lead - Forward Deployed Engineering, ElevenLabs.
Following the pilot, the Ministry of Economy and Environment of Ukraine will evaluate the results and explore opportunities to scale the solution across additional government services.
The AI voice assistant is one of several services being developed as part of the Ministry's broader digital transformation of Ukraine's labour market. The Ministry is building Obrii, a new digital labour market ecosystem designed to reshape how the government supports people throughout their careers. Rather than responding only after citizens seek assistance, the new model focuses on proactive support, helping people find jobs, access training, develop new skills, and navigate every stage of their professional journey. To enable this vision, the Ministry is developing a modern digital platform that can rapidly deploy AI-powered services while securely integrating with government registries.
