UBITECH proudly marks one month since the successful launch of the Avatar-Based Virtual Support Agent for the e-Albania portal and mobile application (https://e-albania.al/). The project, commissioned by the National Agency for Information Society (AKSHI) of Albania, aims to revolutionize the accessibility and delivery of government e-services through a cutting-edge digital assistant. Since its deployment on January 19, 2025, the virtual assistant has facilitated over 135,000 interactions with citizens, averaging more than 4,000 conversations daily. Notably, nearly 26% of users engage with the avatar interface, highlighting a strong preference for interactive, human-like digital assistance.
At the heart of this transformation is UBITECH’s revolutionary Generative AI Chatbot, ARIADNE, which redefines user interaction with its advanced Retrieval-Augmented Generation (RAG) strategy. Leveraging the latest advancements in AI and cloud-native technologies, the virtual support agent combines powerful natural language understanding with visually dynamic avatars to deliver seamless, personalized, and multilingual user experiences.
Revolutionizing Digital Interaction
The Avatar-based virtual agent is designed to serve as a single point of contact for citizens interacting with the e-Albania portal and mobile app. It harnesses ARIADNE’s advanced hybrid knowledge base optimization and reinforcement learning, constantly refining its ability to provide accurate, context-aware responses. Key features of the solution include:
- Real-Time Text-to-Speech Conversion: Powered by Microsoft’s neural TTS technology, the avatar delivers human-like speech with unmatched clarity and fluency.
- Custom Voice Personalization: Organizations can create bespoke neural voices that align with their brand identity or cater to specific user demographics.
- Lifelike Avatar Interaction: Through Azure’s Custom Avatar Service, the avatar synchronizes realistic facial expressions, gestures, and speech for an authentic and engaging user experience.
- Multilingual Capabilities: Robust language support ensures the avatar can interact with users across diverse linguistic backgrounds, offering native-level pronunciation and intonation.
Seamless Integration and Scalability
UBITECH has meticulously designed the technical architecture to ensure seamless integration of key components, including Azure’s Text-to-Speech Service, Custom Neural Voice App Service, and Custom Avatar Service. The cloud-native implementation guarantees scalability, reliability, and robust security, making the solution future-ready and highly adaptable. From generating custom neural voices to configuring the text-to-speech pipeline, UBITECH has overseen every aspect of the development process. The avatar’s design emphasizes performance and accessibility, aligning with AKSHI’s mission to promote an inclusive information society in Albania.
A Milestone in Albania’s Digital Evolution
The launch of the Avatar-Based Virtual Support Agent marks a pivotal moment in Albania’s digital transformation. Under the direct supervision of the Prime Minister’s Office, AKSHI continues to drive innovation and enhance digital public services. The rapid adoption and high engagement rates demonstrate the growing trust and reliance on AI-driven solutions for government service accessibility.
UBITECH extends its gratitude to Microsoft, with special recognition to Mr. Vassilis Skiadopoulos (Director, Industry – Central Government), for its instrumental support throughout the project. The successful deployment of the Avatar-based virtual agent is a testament to the power of collaboration and innovation.
