Serbia implements AI tools in public administration and postal services

Serbia is expanding the use of artificial intelligence across public and essential services to improve efficiency and user experience.

Mihailo Jovanović, Director of the IT and eGovernment Office, announced that a new AI phase will launch next week on the eGovernment portal. This update will allow citizens to schedule appointments for ID cards and passports more easily through AI assistance. Currently, the portal serves approximately three million registered users with over 150 electronic services, facilitating more than 650 million data exchanges to reduce the need for manual document handling.

Simultaneously, Pošta Srbije has opened a new contact center in Belgrade supported by AI tools. The center will utilize an AI Chat Bot on its website and an AI VoiceBot for Post-express services. These technologies aim to manage high call volumes—which have previously reached 5,000 calls per hour—by providing rapid responses to frequent inquiries and reducing wait times for human operators.