Hugo.lv — Latvia's National Network of AI Virtual Assistants for Public Services

Since 2018, Latvia has built a national network of government virtual assistants on the Hugo.lv language-technology platform, developed by Latvian company Tilde with the Culture Information Systems Centre and Microsoft Latvia, and funded with European Union support. Rather than one generic chatbot, each public body gets its own named assistant: UNA at the Register of Enterprises answers business-registration questions and lets users track applications; Signe, at the Latvian State Radio and Television Centre (LVRTC), handles general customer support; Ieva, at the Rural Support Service, explains complex agricultural-subsidy rules; and Toms, at the State Revenue Service, supports tax queries and supplies agency staff with analytics on common questions.
By 2020 the network had grown to more than 10 virtual agents serving over 2,000 customers a day across 40 public bodies and covering more than 6,100 subjects, according to Tilde. Concrete, source-verified performance figures include: Signe handling more than 25% of all incoming customer-support inquiries at LVRTC, freeing up more than one human operator's worth of time, with usage rising 3–4x during COVID-19; and UNA auto-resolving an estimated 44% of the questions it receives, per the EU-linked IPSO public-sector case explorer.
These are largely vendor- and platform-operator-reported figures rather than independent third-party evaluations, and detail on error rates, language coverage beyond Latvian, or citizen-satisfaction surveys is limited in public sources.

Read the full analysis: https://tilde.ai/case-study/from-e-gov-to-i-gov-ai-powered-public-governance-in-latvia/