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Good practice Imported

Ema — Lithuania's AI Virtual Assistant for the Public Employment Service

Lithuania · Vilnius · See the Lithuania profile · See the Vilnius profile

Evidence: Descriptive / self-reported Top 62% 53/100 · Ask Evidence Copilot about this practice

Lithuania's Public Employment Service launched the AI assistant Ema in January 2024; within weeks it handled 31,000+ messages and resolved 9,000+ cases on registration, training support and hiring foreign workers, though impact is not yet independently evaluated.

31,000+
Messages received (opening period 2024)
9,000+
Cases resolved (opening period 2024)
40%+
Messages outside office hours
Ema — Lithuania's AI Virtual Assistant for the Public Employment Service

Details

Maturity
Pilot
Promoter
Lithuanian Public Employment Service (Užimtumo tarnyba)
Period
2024–present
Keywords
employment services, labour market administration, conversational AI

Context

Lithuania's Public Employment Service launched the Lithuanian-language virtual assistant Ema on 2 January 2024, developed with Tilde in around three months from planning to launch.

Activities

Ema answers questions around the clock on three priority topics — registering as unemployed, training-support applications, and hiring foreign nationals — referring people to a phone line or email when it cannot help.

Results

Ema received over 31,000 customer messages and resolved more than 9,000 support cases in its opening period, with more than 40% of messages arriving outside office hours.

Implementation
Indicative cost
Low (< €50k) — Developed with Tilde in around three months from planning to launch; cost not publicly disclosed.
Time to results
Short (< 1 year) — Launched 2 January 2024.
Staffing & skills
Užimtumo tarnyba (PES) consultants, Tilde language-technology developers

Conditions for success

  • clear scoping to 3 priority topics with fallback to phone/email

Common failure modes

  • no resolution-accuracy or cost-savings data published
  • LLM-based expansion still only in planning

Commonly funded by

ESF+ — European Social Fund Plus National / regional programmes

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Data sources

Where this practice's information was retrieved from, and when.

Attachments

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