A inteligência artificial e a neurociência no uso de chatbot no âmbito da seguridade social

Abstract

The National Institute of Social Security (INSS) has a great demand from its users. There are cases in which the administrator waits a considerable period of time to have his request/application analyzed. Therefore, the objective of this paper is to analyze the use of Artificial Intelligence and Chatbot, considering neuroscience, in the effectiveness of virtual assistance to users. Research has identified, to a greater or lesser extent, the effectiveness of using the Chatbot in social security institutions. In percentage of correct answers, in Argentina, it reached 93%, and, in Brazil, 57%. In the demands presented online before social security institutions, in Panama, they were 42%, and, in Uruguay, reached 95%. Given this scenario, the question is: to what extent can Artificial Intelligence and Chatbot, considering neuroscience, contribute to the effectiveness of virtual care? Therefore, the methodology used is hypothetical-deductive, with a qualitative and quantitative approach. As a result, experiences of using the chatbot, intelligence and neuroscience were identified, with positive results, including for the treatment of depression. The use of Artificial Intelligence and the Chatbot innovate and make the provision of the public pension service more effective, as it is available 24 hours a day, 7 days a week. With this, the interaction between the administered and the INSS is expanded. The use of neuroscience and artificial intelligence in this communication makes it possible to identify reactions, through discourse analysis, which significantly contributes to the highest degree of user satisfaction, as well as the solution of the demands presented, generating a dignified service, according to constitutional provision.