Voice AI assistant at the Employment Service
In a statement of 21 July 2026 the Ministry of Economy and Environment said that a voice AI assistant is running in a pilot in the contact centre of the State Employment Service and taking incoming calls. During the pilot it took 2,700 calls with an average answer time of 18 seconds. The project's partner is ElevenLabs.
Why it matters
The ministry calls it the first case in Ukraine of generative AI taking calls on the official hotline of a state body. The motive is stated outright: the service has to answer during air-raid alerts and out of hours. Every figure is the ministry's own account of the pilot; there is no independent assessment of the quality of the answers.
What the page says. The assistant takes incoming calls in the contact centre of the State Employment Service and runs in a pilot mode. In the pilot: 2,700 calls, an average answer time of 18 seconds, "almost 100%" coverage of calls out of hours and during air-raid alerts. Further in the text: 100% of out-of-hours calls were handled by the assistant, and in working hours it took over 20% of typical requests. The next stage is scaling from the current 4 thousand to 80 thousand phone requests a month. Deputy Minister Oleksandr Tsybort and the service's director Yuliia Zhovtiak speak of continuity of the service; ElevenLabs' Oswin Kruger Ruiz writes of enterprise-grade security and responsible use. The assistant is part of the digital ecosystem of the labour market "Obrii", which the ministry is building with the Ministry of Digital Transformation. What the record does not claim: which model, and what share of calls was closed without handing over to an operator (the text gives "20% of typical requests" for working hours only); how quality was measured and whether there were wrong answers; when the pilot began; what it costs. "First in Ukraine" is the ministry's wording. The text says both "almost 100%" and "100%" for out-of-hours calls; the record gives both.