mySocialSecurity Chatbot

The Challenge

Citizens frequently contact the Department of Social Security with questions about their benefit entitlements, application processes, required documentation, and payment schedules. The high volume of inquiries — many of which are repetitive — placed significant strain on staff, resulting in long wait times and inconsistent information delivery. The department needed an intelligent solution that could provide accurate, personalized guidance while connecting to existing social security systems.

Our Approach

Neural AI developed the mySocialSecurity chatbot, an intelligent AI assistant with deep integration into social security infrastructure:

• RAG-powered question answering grounded in official social security policies, legislation, and procedural documentation to ensure accuracy
• Bilingual Maltese and English support with Neural AI’s proprietary Maltese language model enabling natural conversations in both languages
• System integration connecting securely to social security backend systems to retrieve personalized information about individual entitlements and application status
• Agentic workflows guiding citizens through multi-step processes such as benefit applications, document submission, and eligibility checks
• Document intelligence processing and explaining official forms, requirements, and notifications in plain language
• Summarisation capabilities condensing complex policy information into clear, actionable guidance for citizens