Within the TANGO project context, we are proud to showcase a specific success story from the Ministry of Family Welfare and Demography: the implementation of an AI-powered eGovernment ChatBot dedicated to the Alimony Fund.

Navigating legal and administrative procedures regarding alimony can be stressful and complex for citizens. Recognizing this challenge, the Ministry integrated an AI assistant into its official website. This solution, developed using the RASA platform (which powers over 50 conversational flows across Serbian eServices), serves a vital social function.

Key Benefits for Citizens:

• 24/7 Availability: Unlike traditional counter services, the ChatBot is available 24 hours a day, 365 days a year. Families do not need to wait for working hours to get answers.
• Guidance and Clarity: The AI is trained to provide clear, quick language, guiding users through the necessary legal and administrative steps specifically related to the Alimony Fund procedures.
• Transparency: By automating answers to frequent inquiries, we ensure that every citizen receives accurate and consistent information instantly.

The Bigger Picture

This initiative is part of a broader ecosystem. With the new National AI Strategy 2025-2030, Serbia is investing heavily in the synergy between humans and machines. The Alimony Fund ChatBot demonstrates that the goal of digital government is not to replace human interaction, but to enhance it freeing up civil servants to handle more complex cases while ensuring that essential information is always just a click away for those who need it most.

As we continue to develop the “Innovative Serbia” platform, this use case serves as a model for how AI can be deployed ethically and effectively to modernize public administration and, most importantly, support the family unit.

Link to ChatBot – Ministarstvo za brigu o porodici i demografiju