Pensions department opens AI-assisted contact center
The General Authority for Pensions and Social Insurance has introduced an intelligent contact center equipped with AI systems to enhance customer service. The initiatives focused on developing both the technical and human aspects of the center, including establishing a knowledge base, an automatic response system, an intelligent chat assistant, and team support. This has led to improvements in performance indicators such as increasing the first-time problem resolution rate to 77.25% and reducing the average chat duration to 14 seconds. The center aims to provide faster and more accurate support through AI technology. The Authority's Director-General emphasized that this development reflects the Authority’s commitment to delivering proactive government services that meet customer expectations.
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