--- title: "From Fines to Agents: How the AI Assistant in Diia is Changing the Rules for Accessing Public Services in 2026" description: "🤖 The AI assistant in Diia has already helped 6.5 million Ukrainians. In 2026, the system will become an \"agent\": it will pay minor fines and book tickets automatically. The voice mode with Surzhyk support will be released in the app by the end of the year. Officials will not be fired but will become \"trainers\" for neural networks. 🇺🇦📱 #Diia #AI #Technology" date: 2026-08-10T08:14:00.000Z lang: en url: https://xab.info/en/posts/from-fines-to-agents-how-the-ai-assistant-in-diia-is-changing-the-rules-for-accessing-public-services-in-2026 tags: [diia-app, artificial-intelligence, ukraine-tech, digital-government, agentic-payments] publisher: "XAB.info" --- # From Fines to Agents: How the AI Assistant in Diia is Changing the Rules for Accessing Public Services in 2026 ![Diia app on a smartphone screen with an AI assistant for accessing government services in 2026](https://xab.info/media/2026/08/10/ii-assistent-v-dii-agenty-i-avtomatizatsiya-gosuslug-2026/ii-assistent-v-dii-agenty-i-avtomatizatsiya-gosuslug-2026-1.webp) ## 🎯 Key Points - The AI assistant in Diia has served over 6.5 million users. - Implementation of agentic payments for automatic payment of minor fines is planned. - Voice mode with Surzhyk support will be available in the mobile app by the end of 2026. - The introduction of AI will not lead to mass layoffs of civil servants but will change their functions. - A bill on regulating AI agents in accordance with the EU AI Act is being developed. By August 2026, the Ukrainian digital ecosystem has reached a new level of interaction with the state. The AI assistant, integrated into the Diia mobile app and web portal, has already served over 6.5 million users. According to the latest data obtained from an interview with Roman Kislý, Chief AI Officer at WINWIN AI Center of Excellence, the app's development strategy is changing radically: the system is transforming from a simple chatbot into a full-fledged platform for agentic payments and the automation of routine tasks. ### Evolution from Consultant to Agent Currently, the most in-demand function of the AI assistant remains checking and paying fines, as well as obtaining extracts regarding place of residence and income certificates. However, the process of interacting with the state regarding financial obligations is planned to be radically simplified. In the current implementation, the AI only informs the user about the existence of a debt, leaving the transaction to their discretion. In the near future, the development team plans to implement agentic payment technology. This will allow citizens to delegate authority to the AI assistant to automatically deduct funds for minor fines (for example, up to 200 hryvnias) immediately after they are recorded. Such a function requires complex technical integration with payment systems, and according to Roman Kislý, negotiations are already underway with international giants Visa and Mastercard, which have experience implementing similar services in other jurisdictions. ### Voice Interface and Surzhyk Support An important stage in the platform's development in 2026 was the expansion of voice control capabilities. The voice assistant, which is already functioning on the Diia web portal, functionally fully duplicates the text version but adds the possibility of voice input. A unique feature of the system is the ability to process Surzhyk — a mixed Ukrainian-Russian language, which makes the service accessible to a wide range of users without the need to switch language settings. By the end of 2026, the launch of this mode in the mobile application is planned. This will allow users to resolve issues with the state "on the go," using voice commands to book tickets, order certificates, or receive consultations without the need to enter text. ### Agentic State Concept and Security Developers emphasize that the introduction of artificial intelligence technologies does not aim to completely replace humans. The concept of the Agentic State is built on principles of strict security and verification. AI agents are not endowed with legal rights and cannot make independent decisions without the citizen's knowledge. The system will be able to collect necessary certificates, prepare a package of documents for enrolling a child in kindergarten or applying for a loan, but the final signature or confirmation of action will always remain with the user. This creates a balance between the convenience of automation and the preservation of control over personal data and finances. ### Transformation of the Labor Market and Regulatory Framework The introduction of AI causes natural concerns about the reduction of civil servants. However, Roman Kislý assures that automation will lead not to layoffs, but to a change of roles. In the Diia support service, where AI already processes about 95% of requests, employees have been retrained as AI trainers, teaching the model and improving its performance. In parallel, a special assistant for CNAP operators is being developed to facilitate their routine work. At the legislative level, work is actively underway in Ukraine on a law regulating AI agents. The document will define issues of copyright on training data and will be coordinated with the European EU AI Act regulation. The creation of its own domestic language model (LLM) is considered a key element of the state's digital sovereignty, allowing it to control critically important citizen data. ## ❓ FAQ ### Q: What are agentic payments in Diia? **A:** This is a function that allows the AI assistant to automatically deduct funds for minor fines (for example, up to 200 hryvnias) without the need for the user to manually confirm each transaction. ### Q: Will AI replace civil servants? **A:** No, the Agentic State concept does not assume the complete replacement of humans. Employees will be retrained as AI trainers and operators using AI as an assistant. ### Q: When will the voice assistant appear in the mobile app? **A:** The launch of the voice mode in the mobile application is planned by the end of 2026.