How can artificial intelligence optimize social security handling services? The Ministry of Human Resources and Social Security responded.

On July 22, the Ministry of Human Resources and Social Security held a press conference for the second quarter of 2025, introducing the progress of human resources and social security work in the first half of 2025. Liu Muping, Deputy Director of the Social Insurance Administration Center, said that the rapid development of artificial intelligence technology has also brought rare development opportunities for optimizing social insurance handling and management services. Various regions are actively exploring the integration of artificial intelligence with social insurance handling and management services, creating many good experiences and practices. This is mainly reflected in the "4 intelligences": intelligent guidance, intelligent handling, intelligent review, and intelligent control. Intelligent guidance means intelligent guidance to improve service levels. By constructing a full-time online intelligent customer service system using large language models, precise interpretation of policies, intelligent guidance in business, and real-time answers to questions are achieved. Intelligent handling is to improve work efficiency. By using large models, big data, biometric recognition, and other technologies, the business process is optimized, materials are simplified, sharing and collaboration are increased, efficiency in handling affairs is improved, and the service goal of "less running around for the masses, more running of data" is truly achieved. Intelligent review enhances management efficiency. "Social insurance digital employees" have been introduced to pre-check rules using AI and process automation technology around key issues and high-frequency businesses to achieve precise judgments. This replaces manual operations, reduces a large amount of repetitive labor, and resolves the contradiction between the surge in business volume and the shortage of grassroots manpower. Intelligent control is intelligent risk prevention for social insurance funds. By using big data, artificial intelligence, and other technologies to achieve intelligent risk prevention throughout the entire process and chain, a deep defense system for fund security management is created to protect every penny of the elderly's retirement and life-saving money. Liu Muping stated that in the next step, they will timely follow the trend of artificial intelligence development, highlight application orientation, build intelligent social insurance handling scenes for all insurance types, all businesses, and all links, and allow the people to enjoy better and superior public services.