Albania Unveils Diella 4.0 to Handle Public Service Applications

By Suad Seferi · 1 November 2026 at 14:04

Albania has introduced a new version of its artificial intelligence assistant, Diella, allowing citizens to request government services through spoken or written instructions while the system handles parts of the application process automatically. Prime Minister Edi Rama presented Diella 4.0 on October 31, 2026, alongside Enio Kaso, Director of Artificial Intelligence at Albania's National Agency for Information Society (AKSHI). The demonstration showed the assistant completing forms, retrieving information and generating official documents through the government's e-Albania platform. The update moves Diella beyond its previous role as a digital guide. Instead of directing users through menus and application forms, the assistant can now perform certain administrative tasks on their behalf. From Answering Questions to Completing Applications The central change is how citizens interact with government services. Previously, users generally had to locate the appropriate service, follow several steps and provide information through online forms. Diella could help them navigate these procedures. Under the new approach, users can describe what they need in everyday Albanian, either by speaking or typing. The assistant identifies the relevant service, opens the necessary forms and uses available information to continue the procedure. When additional details are required, it asks the user before proceeding. During the presentation, officials demonstrated how Diella could retrieve information about driving licence penalty points and assist with obtaining a pension certificate. For example, a user requesting a pension certificate can communicate directly with the assistant. Diella identifies the document, asks for confirmation or any missing details, and proceeds with its generation. Rama said the system could complete certain requests within minutes, although the presentation did not establish average processing times across all supported services. Nineteen Services Accessible Through Voice Commands A significant part of the update focuses on pensioners, particularly those who may find conventional online application procedures difficult. According to AKSHI's presentation, Diella can generate documents for 19 services used by pensioners through a single voice command, without requiring additional questions in those specific cases. Other services may still require clarification, such as whether a certificate is intended for use inside Albania or abroad. The distinction matters: the announcement concerns 19 services that can be handled through a simplified interaction, not necessarily 19 entirely new government services. The new interface is designed to reduce the number of steps citizens must complete themselves. Whether it delivers that improvement consistently will depend on how accurately it interprets requests, handles exceptions and connects with existing government databases. Biometric Login Added to e-Albania The presentation also introduced biometric authentication through facial recognition, commonly referred to as Face ID. Following initial registration and activation, users can access the application without repeatedly entering their username and password. The feature is intended to simplify access to digital public services, particularly for people who regularly use the platform. However, facial recognition introduces questions about identity verification, personal data protection and the security of authentication systems. The available announcement did not provide detailed technical information about how biometric information is processed, whether it is stored locally or centrally, or which safeguards are applied. These details are particularly relevant because e-Albania connects citizens with government services involving personal and administrative records. Diella's Role in Albania's Digital Government Diella was originally introduced in January 2025 as an AI-powered assistant for the e-Albania platform. In September 2025, the government also presented Diella as its virtual Minister of State for Artificial Intelligence, drawing international attention to Albania's use of AI in public administration. That ministerial designation and the assistant's practical functionality are separate developments. The October 31 presentation focused on improving the delivery of services to citizens, rather than announcing new responsibilities for the virtual minister. According to the Albanian government, Diella had recorded approximately 972,000 interactions by September 2025, while around 36,000 documents issued through e-Albania carried its digital seal. Those earlier figures provide context for the platform's development but do not measure the performance of Diella 4.0. The Test Is How the System Works in Practice Albania's latest update reflects a broader shift in public-sector AI applications, from conversational assistants that provide information toward systems that can perform defined tasks. Such systems can reduce repetitive administrative work, particularly when they are connected to existing digital services. But automating an application process is different from making an administrative decision. Important questions remain about how Diella handles incorrect information, how users can review or correct completed applications, and which institution is responsible when an automated procedure produces an error. The October 31 demonstration established the government's intended functionality, but independent testing of its reliability, accessibility and security has not yet been published. Rama said additional e-Albania features would be introduced in the coming months. For now, the immediate development is that Albania is extending its AI assistant from helping citizens find public services to carrying out parts of those services on their behalf. How reliably Diella performs those tasks for ordinary users will determine the practical value of the update.