The General Retirement Fund has implemented an AI-based virtual assistant on its portal. This virtual assistant is designed to answer frequently asked questions (FAQs), thereby improving user navigation and reducing wait times for responses. It helps users find the information they need more efficiently and enhances the overall user experience on the CGA portal (CGA, 2023[759]). The CGA is a Portuguese institution responsible for managing the social security regime for public sector employees.
Name in original language
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Initiative overview
The General Retirement Fund (CGA), which manages pensions for Portuguese public sector employees, has introduced an AI-based virtual assistant on its portal. The tool was created to address the high volume of recurring questions about pensions, documents, and procedures, which often caused delays on phone and email channels.
The assistant’s main role is to answer FAQs instantly, guide users to relevant forms or services such as CGA Directa, and ensure replies are consistent. By working around the clock, it reduces waiting times and improves navigation, while also collecting insights into which topics generate the most confusion
Name of responsible organisation (in English)
Civil Servants Pension Fund
