Case Study: eUprava simplifies access to government services with Rasa

eUprava simplifies access to 60 government services with Rasa

eUprava, Serbia's national e-government platform, faced the challenge of making its dozens of complex digital government services easier for citizens to locate and navigate. The existing system was difficult to use, not scalable, and needed enhancement to meet EU digital readiness deadlines. To address this, eUprava partnered with the vendor Rasa to implement a conversational AI solution.

Using Rasa's CALM technology and Rasa Studio, eUprava built an AI agent that covers 60 digital services. The solution routes citizens to the correct service page through guided conversations and provides detailed information. This resulted in quicker citizen access to services, predictable costs, reliable conversations, and fewer misrouted inquiries. Rasa's technology provided a strong, scalable foundation for future expansion, including plans to allow citizens to complete full transactions within the agent.