Serbia’s Pension and Disability Insurance Fund (PIO) plans to implement artificial intelligence (AI) to streamline document processing and improve service efficiency for users and employees.
The Fund has launched a public procurement process for an AI-based application system valued at 800 million dinars (approximately 6.8 million euros). The goal is to provide faster access to information, reduce administrative tasks, ensure reliable data, increase transparency, and enable personalized services.
The AI ecosystem will include three main components:
- Chatbot application – an automated communication channel for citizens to access official information, guidance, and navigation on the PIO portal. It will operate in a public mode for general information and a personalized mode for registered users via the eGovernment portal.
- Mass document processing application – designed to handle the Fund’s growing volume of electronic and physical documents, reducing staff workload while increasing accuracy and consistency in data management.
- Historical user information system expansion – integrates internal and external data sources into a centralized platform, enabling better analysis and management of historical records through the PIO portal.
The procurement deadline is October 13, with the contract expected to last 12 months. The AI implementation aims to reduce pressure on contact centers and in-person service desks while providing equal access to all citizens.
