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Good practice Imported

Serbia's eUprava AI Assistant — Over 357,000 Conversations and a Fifth Assistant, 'Radoslav', for Social Benefits

Serbia · Belgrade · See the Serbia profile · See the Belgrade profile

Evidence: Observational / pre–post Top 67% 53/100 · Ask Evidence Copilot about this practice

Serbia's eGovernment Office reports 357,000+ conversations and 77% satisfaction on its eUprava AI assistant, and in July 2026 launched 'Radoslav', a fifth assistant guiding citizens through five welfare programmes.

357,000+ conversations
Total conversations handled (eUprava assistant) (as of Aug 2026)
77 %
User satisfaction (latest weekly assessment, Aug 2026)
45,000+ inquiries/month
Monthly inquiries processed (as of 2026)
60 services
Digital services covered (as of 2026)
roughly 2.5 million users
Registered portal users (as of 2026)
5 programmes
Welfare programmes covered by Radoslav (launched 23 July 2026)
Serbia's eUprava AI Assistant — Over 357,000 Conversations and a Fifth Assistant, 'Radoslav', for Social Benefits

Details

Maturity
Scaling
Promoter
Office for Information Technologies and eGovernment, Republic of Serbia
Period
2025-2026 (ongoing)
Keywords
digital government, citizen services, conversational AI, social protection

Context

Serbia's Office for Information Technologies and eGovernment operates a generative AI assistant on the national eUprava portal, built on Rasa's CALM framework combined with Azure-hosted GPT-4o and retrieval-augmented generation, covering 60 digital services for the portal's roughly 2.5 million registered users.

Objectives

Provide citizens with 24/7 conversational access to government services, and extend into specialised domains such as social protection via a dedicated assistant.

Activities

On 23 July 2026, the Office launched a fifth AI assistant, 'Radoslav,' dedicated to social protection, developed in-house on the state's own infrastructure at the State Data Center in Kragujevac with the UN Serbia joint programme 'Let's Click with Citizens' (UNICEF, UNDP and FAO). Radoslav answers eligibility, documentation and application questions for five welfare programmes, in Serbian, 24/7, on the websites of the Ministry of Labour and the Ministry for Family Care and Demography.

Results

The general eUprava portal assistant has handled over 357,000 conversations; about half of interactions are citizens searching for content or services (passport renewal, traffic fines, eSandbox, tax services, driving licences, eKindergarten and eSickleave among the most common); the latest weekly assessment recorded 77% user satisfaction; the portal assistant separately processes over 45,000 inquiries a month with growing demand.

Conclusions

This is a real, operating government-run deployment with self-reported but specific usage and satisfaction figures from both the responsible state office and independent national news coverage; no independent audit of the satisfaction methodology or accuracy of answers has been published, and cost figures are not disclosed.

Implementation
Indicative cost
Medium (€50k–€500k) — Cost figures are not disclosed.
Time to results
Short (< 1 year) — General eUprava assistant operating with growing usage through 2025-2026; fifth assistant 'Radoslav' launched 23 July 2026; usage assessment as of early August 2026.
Staffing & skills
Office for Information Technologies and eGovernment, Republic of Serbia (Kancelarija za IT i eUpravu), UN Serbia joint programme 'Let's Click with Citizens' partners: UNICEF, UNDP, FAO, Ministry of Labour and Ministry for Family Care and Demography (Radoslav hosting)

Conditions for success

  • Built on Rasa's CALM framework combined with Azure-hosted GPT-4o and retrieval-augmented generation
  • In-house development on the state's own infrastructure at the State Data Center in Kragujevac
  • Partnership with UN agencies (UNICEF, UNDP, FAO) for the social-protection extension

Common failure modes

  • No independent audit of the satisfaction methodology or answer accuracy has been published
  • Cost figures are not disclosed

Commonly funded by

National / regional programmes

Indicative funding routes for practices of this type — always check each programme's current calls and eligibility rules.

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Data sources

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

Attachments

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