AI BriefingAI Voice Agent Introduced to Ukraine's Employment Service
Key point
ElevenLabs' AI voice agent has been deployed at Ukraine's State Employment Service call center, handling 2,698 calls over 79 days.
Details
ElevenLabs deployed an ElevenAgents-based voice agent at the call center of the State Employment Service, under Ukraine's Ministry of Economy. The agent handles calls around the clock in natural Ukrainian, transferring to a human agent when needed.
Key results over 79 days:
- Calls handled: 2,698 (about 25% of total call volume)
- Average response time: reduced from 30–40 seconds to 18 seconds
- Factual error rate: under 2%
- Handled over 20% of after-hours calls on its own
The unique circumstances of wartime were also reflected in the deployment. When an air raid alert is issued and agents move to shelters, the agent automatically takes over 100% of the traffic, preventing any gap in service. Before transferring to a human agent, it checks in advance whether a live agent is actually available, and when a transfer occurs, it provides an AI-generated call summary to reduce repeated questions.
On the security side, the agent does not access citizens' personal case files and does not read out sensitive information such as payment status or application details. The platform meets SOC 2 Type 2 and GDPR standards.
This deployment is part of a memorandum of understanding (MOU) that ElevenLabs signed with Ukraine's Ministry of Digital Transformation, and marks the first real-world case in a broader 'agentic government' project to apply AI agents across multiple ministries, including education, health, and the economy.
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