UNA - Chatbot regarding the process of enterprise registration

In 2018, the Register of Enterprises of Latvia introduced the Chatbot UNA (Future assistant for entrepreneurs - FAE) to answer frequently asked questions regarding the process of enterprise registration. The name UNA has a symbolic meaning as it stands for the Future Support of Entrepreneurs in the Latvian language. Chatbots are available 24/7 and thus able to make communication between citizens and the state accessible and friendly. UNA is available on both the website of the Register of Enterprises as well as on the Facebook page as part of the Facebook messenger application. UNA is able to answer frequently asked questions about the registration of their businesses as well as the liquidation, merchants, companies and organizations. If citizens already have an application in progress, they are also able to ask about the progress of their documents. At the moment, UNA only works in the Latvian language. A Latvian company, Tilde, specializing in AI technologies cooperated in the development of UNA. The usage of the conversational agent has been argued to be highly successful and has been nominated for numerous awards such as the OECD's Public Excellence, World Summit Awards and others. According to the first performance indicators, 44% of the questions asked on UNA are considered to be general of nature and easily taken care of by the Chatbot.