Making the presentation, Nguyen Thi Thu Huong, Deputy Director of the Communication Centre under Viet Nam Social Security, said the multimedia interactive system of Viet Nam Social Security now offers eight services including Call Centre, AI (artificial intelligence)-driven chatbot, fanpage on social network, special page: social security with individuals and businesses, electronic payment, SMS service, SMS brandname and customer satisfaction survey. Among all, the call centre service is well-known for its positive and significant impacts on improving the interactions among people, organisations and social security agencies. 

Representative of Viet Nam Social Security makes a presentation.

By the end of July 2019, the system had received and answered 268,633 calls from customers. Through the system, Viet Nam Social Security has promoted indirect forms of communication, supported organisations and people in dealing with administrative procedures, saved time and improved the efficiency of the social security sector. At the same time, by voicing questions, people and organisations can learn about their responsibilities and rights.

For the AI Chatbot, this is an automatic question answering system which has been implemented since November 2018. Viet Nam Social Security has built a database of common questions and answers on their website, Facebook fanpages and smartphones to connect with people. Thanks to the application, organisations and people can automate the interaction and conversation with social security agencies despite barriers of time or location. According to Huong, the implementation of the “multimedia interactive system” has contributed to the management, administrative reform and the improvement of service quality to better approach employers and participants of social security, health insurance and unemployment insurance.

The fanpage of Viet Nam Social Security on Facebook has come into operation since April 2019. Since July 2019, the Chatbot application has been integrated into the fanpage. Organisations and people can now directly contact social security agencies to ask questions arising when they get or claim social security, health insurance and unemployment insurance. Moreover, the Facebook fanpage is an effective medium that provide adequate information for followers.

SMS brandname service is another efficient solution to ensure organisations, people and companies know their rights and responsibilities when participating in social security, health insurance and unemployment insurance.

To better serve customers and improve services, Viet Nam Social Security has developed an application for evaluating customer satisfaction. This is an important tool for people and organisations to assess service quality of Viet Nam Social Security. Based on these feedbacks, Viet Nam Social Security will make changes to satisfy its customers./.