ISSA Webinar: Improving customer services through intelligent chatbots

8 December 2021 | Virtual

ISSA Webinar: Improving customer services through intelligent chatbots

8 December 2021 | Virtual

Wednesday 8 December 2021, 10:00–11:30 (UTC/GMT+1 or CET)

Languages: Simultaneous interpretation in English, French, German and Spanish
(Simultaneous interpretation
– Frequently Asked Questions)

As digitalization offers new ways of communication with users, customer services are being rethought and improved, notably by using intelligent chatbots that lead to virtual social security assistance.

Intelligent chatbots fit social security agencies perfectly as their services are significantly centred around communication with citizens and involve answering their inquiries. Moreover, since social security procedures must strictly comply with certain regulations, the visitors mostly ask similar questions. Intelligent chatbots can imitate such human conversations. While basic chatbots communicate through pre-programmed answers, the most advanced ones use artificial intelligence, which enables maintaining quite natural conversations.

Although the benefits of virtual social security assistance are discernible, the topic does raise issues in the approach to implement an effective chatbot: How do we efficiently implement the right chatbot which fits for purpose, either general or more specific? How do we commit to continuously maintaining the chatbot? How address the challenges of applying artificial intelligence and different software development approaches to the traditional ones?

This ISSA webinar will discuss approaches and experiences on implementing intelligent chatbots in social security administrations.


Guy ClaessensPeter Paillet Guy Claessens, Director General, Support, and Peter Paillet, Administrative Expert, Communication, Knowledge Management and Front Office Directorate, National Employment Office (ONEM), Belgium
Nur Aida Mustaffa Nur Aida Mustaffa, Senior Manager, Employees Provident Fund (EPF), Malaysia
Jens Klostermann Jens Klostermann, Portfolio Manager, German Federal Pension Insurance (DRV-Bund), Germany

This webinar will examine the following questions:

  • How are social security institutions applying intelligent chatbots in their service delivery to create virtual social security assistance?
  • What are the main challenges that social security institutions face in offering intelligent chatbots applications?
  • How to implement intelligent chatbots efficiently considering the methodological differences with the traditional software development?
  • What are the key success factors for implementing intelligent chatbots in social security services?


  • Welcome by Marcelo Abi-Ramia Caetano, ISSA Secretary General
  • Technical introduction by the ISSA
  • Case experience of ONEM, Belgium
  • Case experience of EPF, Malaysia
  • Case experience of DRV-Bund, Germany
  • Q&A – Discussion
  • Conclusions
Raúl Ruggia-Frick Moderated by Raúl Ruggia-Frick, Director, Social Security Development Branch, ISSA

Pratical information

The webinar is open to delegates of ISSA member organizations and invited institutions without registration fees.