The National Social Security Institute (Istituto nazionale della previdenza sociale, INPS) pioneered AI adoption in Italian public administration by implementing machine learning algorithms in 2023. The system includes a generative AI-powered virtual assistant for portal users and automated communication processing. The implementation has doubled processing capacity from 3 million to 6 million official communications annually.
Name in original language
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Initiative overview
In 2023, the Italian National Social Security Institute (INPS) advanced its digital transformation by deploying artificial intelligence across key administrative functions. Central to this effort was the introduction of a generative AI virtual assistant on its user portal, designed to streamline access to services and improve user interaction. Alongside this, INPS implemented machine learning systems to automate the processing of official communications, significantly boosting operational efficiency.
Name of responsible organisation (in English)
National Social Security Institute
