Kazakhstan to Deploy Artificial Intelligence for Citizen Complaint Analysis with EDB Digital Initiatives Fund Support

The EDB Digital Initiatives Fund, in collaboration with the Committee on Legal Statistics and Special Records of the General Prosecutor's Office of Kazakhstan, is launching a project to introduce artificial intelligence technologies for processing and analysing citizens' appeals received through the e-Otinish state information system.

The relevant financing agreement was signed on 16 September this year. The project is scheduled for completion by the end of 2026.

The e-Otinish system, introduced in Kazakhstan in July 2021, has already become a key tool for increasing the transparency of interaction between the state and citizens. To date, it has accumulated more than 10 million requests. Experts are confident that this data array creates unique conditions for the use of AI to analyse and improve the effectiveness of government decisions.

As part of the project, a software tool will be developed that is capable of:

• automatically classifying appeals into more than 2,500 categories;
• identifying potential risks and hidden trends;
• generating analytical forecasts based on predictive analytics methods.

Similar solutions have already proven their effectiveness in international practice and are used in a number of countries to improve the quality of social services, combat fraud and strengthen public safety.

Thus, the EDB's support will contribute to the digital transformation of public administration in Kazakhstan and the promotion of best international practices in the field of big data analysis.