An AI-Powered Information Assistant for Ukraine’s Veteran Services Portal

Ministry of Veterans Affairs of Ukraine – VeteranPro portal

~86%
Reduction in time to get an answer (21 min → 3 min)
~83%
Faster to find the relevant answer (3 min → 30 sec)

Overview

Challenge
VeteranPro serves 78,000+ registered veterans and 3,000+ specialist operators, but a hotline of just 8 operators was overwhelmed by thousands of daily calls, leaving veterans facing long wait times for basic service information.
Solution
Deploy a RAG-based AI information assistant on Amazon Bedrock – a reference chatbot for general questions, not a tool for submitting applications or handling personal data – grounded in VeteranPro’s verified knowledge base, with an optional voice channel for veterans who find speaking easier than typing.

Outcome

  • More than 10,000 chatbot conversations handled in a single month, available 24/7 without hotline wait times.
  • Roughly 4,000 of those conversations used voice mode – speaking naturally and hearing responses read aloud.
  • A growing knowledge base of 700+ ministry documents, kept current through an admin-managed ingestion pipeline.
  • Most usage happens in anonymous mode, letting veterans get help without the friction of signing in.

Challenge

The VeteranPro government portal (veteranpro.gov.ua) is the primary digital service point for Ukraine’s veteran community, serving more than 78,000 registered veterans and 3,000+ specialist operators. But the portal’s hotline – staffed by just 8 operators – was critically overwhelmed by thousands of daily calls, most of them routine questions about services, eligibility, and procedures that were already documented, but hard for veterans to find on their own.

For many veterans, and combat veterans in particular, text-based self-service alone is not always practical or accessible. The Ministry needed a way to give every veteran fast, reliable answers – in whatever format worked best for them – without expanding the hotline team.

Solution

From a RAG chatbot to a more accessible information assistant

Tech-5 built a RAG-based AI chatbot powered by Amazon Bedrock, answering veteran service questions from VeteranPro’s verified knowledge base using hybrid semantic and keyword search – with results automatically narrowed by the user’s veteran status, relevant ministry, service category, and document approval state.

Tech-5 then extended the assistant with a voice channel directly within the VeteranPro portal: veterans can speak their question naturally, see it transcribed, and hear the response read aloud via ElevenLabs voice synthesis – extending genuine accessibility to those for whom typing is not the easiest way to ask for help. Alongside this, Tech-5 improved the assistant’s reliability with chat analytics to surface knowledge gaps, NLU improvements for colloquial and mixed-language input, response-speed optimization through streamed replies, and an admin interface where Ministry staff upload new documents for automatic parsing and indexing into the knowledge base.

Outcome

Thousands of veterans served every month, in the format that works for them

The assistant now handles more than 10,000 conversations a month, with roughly 4,000 of those using voice mode – speech-to-text and spoken replies rather than typing alone. A growing knowledge base of over 700 ministry documents keeps answers current, and most conversations happen in anonymous mode, so veterans can get help without the friction of creating an account. For a typical technical question, the assistant retrieves relevant knowledge-base content and begins streaming a response within about 10 seconds, with the full answer typically completing within 30 seconds – so the conversation feels responsive rather than stalled while the answer takes shape.

Before vs. After

Time to resolve a question (queue + resolution)
~21 minutes → ~3 minutes (chat dialogue)
~86% reduction (7x faster)
Time to find the relevant answer
~3 minutes (operator search) → ~30 seconds (chat)
~83% reduction (6x faster)

Highlights

  • Industry: Government / Public Sector
  • Location: Ukraine
  • AWS Services: Amazon Bedrock (Anthropic Claude Haiku 4.5, Amazon Nova), Amazon Bedrock Knowledge Bases, Amazon OpenSearch Serverless, AWS Lambda, Amazon Cognito, Amazon DynamoDB, Amazon CloudFront, Amazon S3, Amazon CloudWatch
  • Other Technologies: ElevenLabs (voice transcription and speech synthesis)
  • Partner: Tech-5

Partners

MTIBU, AWS