In the ISSA Guidelines on Service Quality (ISSA, 2019), guideline 5 focuses on вЂњunderstanding usersвЂ™ needs and experiencesвЂќ which can serve as a basis for gathering the information and knowledge base required to set up virtual assistants. In the ISSA Guidelines on Communication by Social Security Administrations (ISSA,В 2019a), guidelineВ 10 refers to the вЂњstrategic use of new communication technologyвЂќ in all areas related to the use of chatbots in social media and messaging systems. This trend is apparent from the good practices and experiences reported by members of the International Social Security Association (ISSA) across all regions.Дrawing on these experiences, and through its own Guidelines, the ISSA promotes the use of this type of technology. These tools are usually added to websites, business apps, social media or instant messaging services.ДЄt present, there is a great deal of interest in this type of technology, which is increasingly being adopted by social security institutions since it can be set up within a few months, and at a reasonable cost/benefit ratio, enabling them to handle open-ended inquiries. As a result, it can be available on a continuous basis.Д¬hatbots are a specific type of virtual assistant, helping people to complete tasks through oral or written communication. The technology allows the user to hold a conversation, without requiring a physical person to respond. In this context, chatbots (automated inquiry services) are emerging as a tool that can add value.ДЄ chatbot, chat robot or bot, is a tool that makes it possible to hold conversations with users, simulating conversation with a person and providing automated responses to the most common questions. While the online services provided by social security institutions enable tasks to be performed ever more efficiently, they do not usually allow for open-ended questions or inquiries.

Chitchat bot