Diella — Albania's AI avatar for government digital services

Albania's national e-government platform, e-Albania, hosts 1,253 online services covering 95% of all government interactions. In 2023 AKSHI (the Agency for the Delivery of Integrated Services Albania) integrated an AI-powered avatar called Diella to provide 24/7 natural-language assistance to citizens navigating these services.

Diella 2.0, launched in January 2025 with voice, text and visual interaction capabilities developed in partnership with Microsoft and OpenAI, accumulated approximately 972,000 interactions and facilitated the issuance of 36,000 government documents. The system operates in Albanian and reduces the need for citizens to visit physical government offices.

However, independent reporting by Transitions Online raised concerns: Albania lacks dedicated AI governance legislation, Diella's algorithmic decision-making criteria are not publicly disclosed, and there is no independent audit or redress mechanism for citizens whose requests are declined or mishandled. These governance gaps are reflected in the scores below.

Read the full analysis: https://time.com/7324934/albania-ai-minister-diella/