The General Pension and Social Security Authority has launched a Smart Call Center that combines artificial intelligence tools, updated workflows and expanded staffing to handle customer requests and feedback more quickly. The new setup was developed after the authority studied operational challenges and customer feedback, then implemented 12 initiatives under a broader automation plan to address recurring service issues. The changes include an AI-supported knowledge base that provides agents with legal and operational answers during live calls, a unified agent interface showing a customer’s cross-channel interaction history, and an upgraded interactive voice response system. The authority also introduced a Smart Agent Assistant that transcribes calls in real time and suggests responses and legal links, alongside a 24/7 virtual chatbot that can analyze requests and complete repetitive tasks without human intervention. Governance measures include 37 key performance indicators, an automated quality evaluation framework and a dedicated workforce management system. The authority linked the launch to improved April 2026 performance metrics. It reported handling 15,126 calls with a 95.29% service level, a first-contact resolution rate of 77.25%, and a reduction in average handle time from six minutes to 14 seconds. Customer satisfaction reached 90.78%, dissatisfaction fell to 7.40%, agent occupancy was 59.23%, and the center reported no call backlog.

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