USE OF CHATBOT IN A PENSION INSTITUTE

Abstract

The digital transformation of public services was accelerated by the Covid-19 pandemic and the growing demand for remote services. This experience report analyzes the implementation of a WhatsApp-integrated chatbot in a public pension institute. The objective was to evaluate the transition from face-to-face to digital service and identify opportunities to improve user experience and expand service offerings. The study adopted a qualitative and exploratory approach, using Design Thinking and the User Journey framework. Institutional documents, operational reports, service indicators, and interviews with professionals involved in managing the solution were analyzed. The results showed a reduction in face-to-face service demand, an increase in digital interactions, and opportunities for improvement in workflows, usability, and service delivery. The study presents user-centered improvement proposals aimed at enhancing the effectiveness of digital public services.