Estonia rolls out Bürokratt, an AI-guided virtual assistant network for public services

Overview

Bürokratt is a network of chatbots deployed on Estonian public sector institutions' websites, letting people obtain information from institutions and use public and information services via virtual assistants. It is a state-created, AI-based digital assistant that helps institutions deliver modern, efficient, around-the-clock customer service using large language models.

The challenge

Estonian public sector institutions needed a way to deliver modern, efficient, and up-to-date customer service, and to let people interact with the state in natural language rather than navigating complex portals and forms.

The solution

Bürokratt is a network of AI-based chatbots that public sector institutions deploy on their own websites, using large language models to understand natural-language input and answer questions. Per kratid.ee's stated 'Vision of Bürokratt', the chatbots deployed to clients will form a unified network that lets people find answers, solve problems, and consume digital services directly from the chat window, without navigating complex portals or filling out forms — a stated future vision, not a delivered present capability. By the end of 2025 the rollout includes deploying an LLM/RAG model, a general knowledge module, and a central 'global classifier' component that lets different Bürokratt instances communicate securely with each other; from 2026 the plan is for each institution or domain to run its own personalized AI agent within a unified, cooperative network of agents.

Reported business value

The Bürokratt software itself is free; institutions pay only State Cloud hosting (about 150 per month, per the source) plus large language model usage costs, in exchange for RIA support from the first demo through production. Institutions moving from older, manually-maintained rule-based chatbots to LLM-based Bürokratt gain better answers with less manual upkeep — RIA's own electronic identity department (id.ee) was the first to adopt the LLM-based solution, and several public sector institutions already use Bürokratt.