AI applications in social security: Building evidence and insights from the TechByte

The Digital Convergence Initiative, in collaboration with the International Social Security Association (ISSA), has released the first comprehensive mapping of how social security institutions around the world are using artificial intelligence to improve service delivery, efficiency and oversight.

Drawing on 37 use cases from 28 institutions across 21 countries, the report shows that AI is already supporting a wide range of functions — from chatbots and virtual assistants to machine learning models for fraud detection, case prioritization and fairness evaluation. The findings highlight emerging patterns in technology choices, development models and business drivers, as well as the growing in-house capacity of institutions to develop and manage AI solutions.

The report calls for aligning AI initiatives with institutional strategies and governance frameworks, strengthening data quality, and moving from isolated pilots toward systemic, responsible and citizen-centred adoption.