Publication Details
Abstract
This article examines the principal mechanisms for improving the use of digital technologies in social protection systems, with particular focus on artificial intelligence (AI) as an instrument for enhancing efficiency. The study analyses the application of proactive services and natural language processing (NLP) based chatbot solutions in social protection, their advantages and limitations. Based on research published in 2024–2025 by international organisations, the paper considers the potential of AI to improve service delivery efficiency in social protection, the associated risks, and mitigation mechanisms. The article proposes a three-stage conceptual framework for implementing client-facing chatbots, predictive analytics, automated decision-support systems, and proactive service delivery models.