Advanced technologies for the automation of the implemented processes

The Social Insurance Fund (Caja de Seguro Social – CSS) of Panama, with a set of actions contained in the Strategic Plan, is managing to integrate technological platforms with the modernization of IT systems. This also allows access to the new services offered via the website through the use of this new technology to broaden solutions to insured persons.

The most widely used processes for the technological tools are the following:

• A chatbot service via an app called ROVI (Robot Virtual), an artificial intelligence system backed by a virtual assistant, for automating customer care and answering questions most frequently asked by insured persons.
• Online payments via a virtual fund for the payment of regular contributions.
• Forms register (requests for affiliation, maternity allowances and old-age pensions).

In light of the COVID-19 pandemic, there was a clear need to implement these technological tools for dealing with the health crisis, primarily to avoid groups of persons in the implementing units, the health service providers, thereby complying with health requirements.