e-EFKA: “Thaleia” Answers Policyholders’ Questions

Greece’s Unified Social Security Fund, e-EFKA is leveraging Artificial Intelligence in an attempt to further improve citizen services by introducing a new tool named “Thaleia,” aimed at promptly addressing citizen’s inquiries.

“Thaleia,” operational since Sept. 2024, is a digital avatar developed by e-EFKA. It serves as a virtual assistant, providing answers to frequently asked questions regarding social security, pensions, contributions, and other e-EFKA services.

The new service, which has been integrated into the organization’s multichannel support system and electronic services, aims to ensure that citizens are informed quickly and easily, utilizing the modern capabilities offered by technology.

The initial outcomes are positive according to the organization’s service officials. At this stage, the questions being addressed are categorized into general inquiries about e-EFKA, insurance and contributions, benefits and Disability Certification Centers, pensions, insurance and contribution audits, debtors and cross-border social security.

“Thaleia”, the system responding to citizen inquiries, is regularly updated with new material to address a broader range of questions. A key component of this feedback loop is the Citizen Service Call Center 1555, which provides e-EFKA with fresh queries to refine its responses further.

According to officials of e-EFKA, “Thaleia” is yet another tool for citizen assistance, capable of dynamically answering questions through visual and auditory means, combined with Artificial Intelligence tools.

It is a service provided by the organization, aimed at enhancing the experience for individuals with special needs. It offers easy navigation with clear instructions, as the responses are designed to ensure they are comprehensible for people with visual impairments, hearing difficulties, and even those with cognitive or other challenges.

Source: Tovima.com