Thursday, 20 April 2023, 14:00–15:45 (UTC/GMT+2 or CEST)

Languages: Simultaneous interpretation in English, French, German and Spanish (Simultaneous interpretation – Frequently asked questions)

This webinar is organized in partnership with the Operating Unit on Policy-Driven Electronic Governance (UNU-EGOV) at the United Nations University.

Continuing the ISSA webinar series on Artificial Intelligence (AI), this webinar will dive into how chatbots work and can support social security institutions.

Chatbots have gained significant ground over the past few years, and their use has become increasingly prevalent in the field of social security with experiences worldwide. They provide assistance and support to individuals who are seeking information about their benefits, eligibility requirements and other related topics, and helping users quickly find answers to their questions, reducing waiting times and paperwork for applicants and increased capacity for institutions.

More recently, the latest version of ChatGPT showed unprecedented capabilities to elaborate responses based on very large and heterogeneous data. “Training” the AI algorithm with representative sample data enables chatbots to recognize and respond to common questions and helps customers navigate the complexities of social security systems and processes, for instance, to apply for social security benefits. However, these technologies need to be developed in line with specific guidelines and rules to provide consistent and reliable information to users, reducing the risk of errors or misunderstandings. Furthermore, supervision of the outputs of this technology is also key to ensure the results are in line with the institution’s needs.

This webinar will look at how chatbots have evolved from rule-based models to machine learning algorithms and the data sets used to build these types of solutions, while leveraging business cases and practical experiences of social security institutions.

Speakers

	Moinul Zaber, Senior Academic Fellow, Operating Unit on Policy-Driven Electronic Governance (UNU-EGOV), United Nations University
	Carolina Valverde Corrado, Development Manager, Tax and Contribution Collection Advisory, Social Insurance Bank (BPS), Uruguay
	Jens Klostermann, Portfolio Manager, German Federal Pension Insurance (DRV‑Bund), Germany
	Guy Claessens, Managing Director, Support and Peter Paillet, Product Owner, National Employment Office (ONEM), Belgium

This webinar will examine the following questions:

• What are the main components and implementation phases/steps for chatbots?
• How do we evaluate the results of the chatbots and ensure adequate functioning?
• What are some applications of chatbots in social security?
• What other potential uses are there for chatbots?

Agenda

• Welcome by Marcelo Abi-Ramia Caetano, Secretary General, ISSA
• Framing presentation by UN University
• Case experience of BPS, Uruguay
• Case experience of DRV-Bund, Germany
• Case experience of ONEM, Belgium
• Technical comments
• Q&A – Discussion
• Conclusions

Moderated by Ernesto Brodersohn, Senior Officer in Social Security, ISSA

Practical information

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