Eva and Jenda — the Czech Labour Ministry's AI Call-Centre Assistant and Benefits Portal

The Czech Ministry of Labour and Social Affairs (MPSV) runs Jenda, a self-service client portal launched in 2023 that lets citizens apply for parental allowance, child supplement, housing allowance and unemployment support online, plus a mobile app added in 2025. Alongside it, MPSV deployed Eva, a generative-AI virtual assistant, on the ministry's Call Centre for Social Benefits and Child Groups.
Eva, built on Azure OpenAI, greets callers and tries to resolve routine questions; if her answer is insufficient, the call is passed to a human operator during opening hours. Presenting the deployment at the 2025 Digital Future Awards, where Eva won the 'Excellent Experience' category, MPSV lead IT architect Pavel Vybíral said the assistant lifted call-centre availability to 98% and cut operator workload by 40%. Microsoft's own case study on the project separately reports that Eva resolves 55% of inquiries without a human and has cut the volume of calls reaching agents by 60%.
On the Jenda side, Microsoft's case study describes Azure AI Document Intelligence being used to automatically extract data from paper application forms that ministry staff previously had to key in by hand. Microsoft reports the portal now serves more than 100,000 clients a month, with roughly 40% of eligible claimants using it online, and that the share of benefit payments completed within 30 days has risen from about 60% in 2021 to 90% today.
The quantified results published so far come mainly from Microsoft's customer case study and from MPSV's own award submission and press materials, rather than from an independent government audit; MPSV's own website still describes Eva as being 'in testing' at the call centre, and no third-party evaluation of accuracy, error rates or equity impact was found.

Read the full analysis: https://mpsv.gov.cz/jenda-je-nove-i-mobilni-aplikaci-vyrizovani-davek-a-prispevku-bude-zase-o-neco-jednodussi-a-rychlejsi