Citizen Service Assistants

LLM chatbots with guardrails answering citizen questions; conversational platforms for agencies.

4in Indonesia

Named Models

llama3-8b-cpt-sahabatai-v1GoTo Gojek Tokopedia, Indosat Ooredoo Hutchison, AI SingaporeReleasedNov 2024Runs onconsumer GPUClassLLMSahabat-AI v1 continued-pretraining model (base and instruct).Commercial use: not stated; Jakarta hosting: unknown; Indonesian support: listed by developer

Sahabat-AIGoTo Gojek Tokopedia, AI SingaporeReleasednot in the notesRuns onnot in the notesClassLLMIndonesian-language LLM family from GoTo and AI Singapore, co-initiated by Indosat; launched Nov 2024 on a Llama 3 8B fine-tune with NVIDIA NeMo. Used in Indosat's citizen chatbot and GoTo's Dira voice assistant.Commercial use: not stated; Jakarta hosting: unknown; Indonesian support: listed by developer (measured)

Where this comes from

Models the research names for this use case. Research, with sources on each model record.

Who Runs It

production, 4pilot, 1

PT Kereta Api Indonesia (KAI)Country: IndonesiaKata.ai voice AI handling customer enquiries and service requestsVendor: Kata.aiproductionDate26 Mar 2025None statedEvidence: company statementConfidence: lowSource: theasianbanker.com

Pemerintah Kota BogorCountry: IndonesiaChatbot Penanganan Stunting, AI-based (model not stated)Vendor: not statedproductionDate5 Dec 2024none stated for the chatbotEvidence: government statementConfidence: mediumSource: megapolitan.antaranews.com

Indosat Ooredoo HutchisonCountry: IndonesiaSahabat-AI in IOH chatbot; citizen services platform with Tech MahindraVendor: GoTo, Indosat, AI Singapore; NVIDIA NeMo, NIM, NeMo GuardrailsproductionDate13 Nov 2024Answers citizen questions such as ID card updates and tax rates; platform for the government sovereign AI initiativeEvidence: company statementConfidence: lowSource: blogs.nvidia.com

Singapore government agenciesCountry: SingaporeVICA conversational AI platformVendor: GovTech SingaporeproductionDate–Powers chatbots in more than 60 agenciesEvidence: government statementConfidence: mediumSource: tech.gov.sg

Pemerintah Provinsi DKI Jakarta (Jakarta Utara pilot)Country: IndonesiaGenerative AI chatbot for public service information (model not stated)Vendor: not statedpilotDateAug 2025none statedEvidence: government statementConfidence: mediumSource: govinsider.asia

Where this comes from

Documented uses by named organisations. The evidence column says who made the claim.

Candidate Models

SEA-HELM leaderboard, 58 models, SEA average

A general benchmark for this model class, not a test on this use case. SEA average and per-language (incl. Indonesian) scores for open-weight models. Higher is better. Showing 10 of 11.

Qwen3.6-35B-A3BAlibaba (Qwen) maintainer-run73.86

Qwen3.5-35B-A3BAlibaba (Qwen) maintainer-run73.55

gemma-3-27b-itGoogle maintainer-run64.54

Gemma-SEA-LION-v4-27B-ITAI Singapore maintainer-run64.35

gpt-oss-20bOpenAI maintainer-run60.64

Llama-3.3-70B-InstructMeta maintainer-run60.44

Qwen3-8BAlibaba (Qwen) maintainer-run60.33

GLM 4.7 FlashZ.ai (Zhipu) maintainer-run53.76

Gemma-3-4B-itGoogle maintainer-run47.84

Nemotron 3 Nano 30B-A3BNVIDIA maintainer-run46.89

050100

Nemotron-SEA-LION-v4.8-120B-A12BAI Singapore, LLMReleasedSep 2026open weightsIndonesian statedhas scoreslast 18 months

Nemotron-SEA-LION-v4.8-30B-A3BAI Singapore, LLMReleasedSep 2026open weightsIndonesian statedhas scoreslast 18 months

Qwen-SEA-LION-v4.5-27B-ITAI Singapore, LLMReleasedMay 2026open weightsIndonesian statedhas scoreslast 18 months

Qwen3.6-35B-A3BAlibaba (Qwen), LLMReleasedApr 2026open weightsruns on edgehas scoreslast 18 months

Nemotron 3 SuperNVIDIA, LLMReleased2026open weightsIndonesian statedhas scoreslast 18 months

Nemotron 3.5 Lightning 30B-A3BNVIDIA, LLMReleased2026open weightsIndonesian statedhas scoreslast 18 months

gpt-oss-120bOpenAI, LLMReleasedAug 2025open weightsIndonesian statedhas scoreslast 18 months

Granite 4.2 8BIBM, LLMReleasedSep 2026open weightshas scoreslast 18 months

Hy4-previewTencent, LLMReleasedAug 2026open weightshas scoreslast 18 months

GLM-5.3Z.ai (Zhipu), LLMReleasedAug 2026open weightshas scoreslast 18 months

Showing 10 of 401. All models of this class

Where this comes from

Derived, not researched: models in the directory whose class matches a class this use case uses, excluding family records and models shut down or deprecated. Ranked by how many fit facts they meet, then by release date. Each fit fact is read from the model record.

Use Case

Industry: public sector
Model classes: LLM
Benchmarks or datasets: IndoMMLU SEA-HELM
Regulatory notes: Surat Edaran Menkominfo 9/2023 Etika Kecerdasan Artifisial, Kementerian Komunikasi dan Informatika (now Kementerian Komunikasi dan Digital)Citizen service assistants is an AI-based service run by an electronic system operator, and the circular asks such operators to build and use AI on the values of inclusivity, transparency, humanity and security.
UU 27/2022 Pelindungan Data Pribadi, DPR and President of the Republic of Indonesia (administered by Kementerian Komunikasi dan Digital)Citizen service assistants processes personal data of citizens and residents, so the controller needs a lawful basis, must protect the data and must honour data subject rights.
Perpres 95/2018 Sistem Pemerintahan Berbasis Elektronik, President of the Republic of Indonesia (Kementerian PANRB coordinates)Citizen service assistants is part of electronic government services, which this regulation requires agencies to plan and run within the national SPBE architecture, data and security standards.
UU 14/2008 Keterbukaan Informasi Publik, DPR and President of the Republic of Indonesia (Komisi Informasi)Citizen service assistants handles information held by public bodies, which this law requires to be open to the public except for listed exempt information.
EU AI Act, Regulation (EU) 2024/1689 (international), European UnionCitizen service assistants lets people talk to an AI system, and the EU AI Act requires that people are told they are interacting with AI; relevant when offered in the EU.

Where this comes from

From the industry tracks T08 to T10 of the research notes.

R&D Topics

Links to R&D topics are awaiting review.

Where this comes from

Which R&D topics would most change this use case. Drafted by Claude from the topic definitions and the use case; proposed until approved.

Incidents

Microsoft-Powered New York City Chatbot Advises Illegal PracticesUnited States, 2024-03-29, misinformationNew York City's chatbot, launched under Mayor Eric Adams's plan to assist businesses, has been reportedly providing dangerously inaccurate legal advice.
Canada Revenue Agency (CRA) AI Chatbot 'Charlie' Reportedly Gave Incorrect Tax Filing Guidance at ScaleCanada, 2025-12-12, misinformationCharlie the Chatbot, an AI-powered system deployed by the Canada Revenue Agency (CRA), has reportedly been providing inaccurate or incomplete tax-related information to members of the public.

Where this comes from

Documented failures, harms or misuse in this kind of use, Indonesia first, then the region, then well-known cases elsewhere (AI Incident Database, OECD AI incidents monitor, reputable news). Not a claim about any deployment listed here.

In Neighbouring Countries

VNeID (national electronic identification app) public administration virtual assistantVietnam, state-owned, production, 2025-04-11AI-powered public administration virtual assistant integrated into VNeID

Where this comes from

Documented deployments of this use case in Malaysia, Singapore, Thailand, Vietnam and the Philippines, each with its source.

Opportunities

Opportunities are awaiting review.

Where this comes from

Gaps found by rule in what the directory holds for this use case. Each is a proposal for review.

Links

IndustryPublic Sector31 use cases, 44 deployments

Use CaseCitizen Service AssistantsPublic Sector

Models

llama3-8b-cpt-sahabatai-v1GoTo Gojek Tokopedia, LLM

Sahabat-AIGoTo Gojek Tokopedia, LLM

Who Runs It

Pemerintah Provinsi DKI Jakarta (Jakarta Utara pilot)Pilot, Aug 2025

PT Kereta Api Indonesia (KAI)In production, 26 Mar 2025

Pemerintah Kota BogorIn production, 5 Dec 2024

Indosat Ooredoo HutchisonIn production, 13 Nov 2024+1 more

Graph

Models 2

llama3-8b-cpt-sahabatai-v1GoTo Gojek Tokopedia, Indosat Ooredoo Hutchison, AI Singapore, LLM

Sahabat-AIGoTo Gojek Tokopedia, AI Singapore, LLM

Deployments 5

Indosat Ooredoo HutchisonSahabat-AI in IOH chatbot; citizen services platform with Tech Mahindra, Indonesia Pemerintah Kota BogorChatbot Penanganan Stunting, AI-based (model not stated), Indonesia Pemerintah Provinsi DKI Jakarta (Jakarta Utara pilot)Generative AI chatbot for public service information (model not stated), Indonesia PT Kereta Api Indonesia (KAI)Kata.ai voice AI handling customer enquiries and service requests, Indonesia Singapore government agenciesVICA conversational AI platform, Singapore

Sources

Indonesia Tech Leaders Team With NVIDIA and Partners to Launch Nation’s AI blogs.nvidia.com https://blogs.nvidia.com/?p=75648
AI and Data in Singapore's Government tech.gov.sg https://www.tech.gov.sg/about-us/what-we-do/govtech-role-in-digital-transformation-for-the-public-sector/ai-and-data-in-singapore-government/

To cite this page: Project AURION, AI Use-Cases Research & Innovation, "Citizen Service Assistants", https://aurion.semai.id/usecases/pub-citizen-service-assistant/, records of October 2026.