In the “battle” for the further improvement of the service to the citizens, the e-EFKA her Artificial intelligencewith the operation of a new tool, called “Thalia”, aiming to respond immediately to the questions of the insured.

Thalia, which has been in operation since September 2024, is one digital avatarcreated by e-EFKA. She is one digital assistantwhich provides answers to citizens’ frequent questions about social security, pensions, contributions and other e-EFKA services.

The aim of the new service, which was added to the multi-channel service system of the organization and all of its 110 electronic services, is for the citizen to be informed quickly and easily, taking advantage of the modern possibilities provided by technology.

The first writing samples are evaluated positively by the competent service agents of the organization. At this stage, the questions answered are categorized as follows: general questions about e-EFKA, insurance and contributions, benefits and Disability Certification Centers (KEPA), pensions, insurance and contribution control, debtors (KEAO) and transnational social security.

However, the process is dynamic and constantly upgraded, as “Thalia”, which answers questions that have arisen from citizens’ communication with the agency, is constantly fed with additional material, ensuring answers to more fields of questions. A decisive role in this feedback is played by the 1555 citizen service telephone center, from which e-EFKA draws the new questions.

The benefits

According to e-EFKA officials, “Thalia” aims to cover the three “a’s” that concern the insured, their “wonder”, their “doubt” and their “concern”.

It is another means of serving the citizen, which can, in a visual and auditory way, in combination with Artificial Intelligence tools, dynamically answer their questions.

This is a service of the operator, which is added to optimally serve people with special needs, providing them with easy navigation with clear instructions, as the design of the answers ensures that they are understandable for the visually impaired, the hearing impaired , even for people with cognitive or other difficulties.

It is noted that “Thalia” is available through the official website of e-EFKA, making the information immediately accessible to everyone: https://www.efka.gov.gr/el/menoy/sychnes-eroteiseis-kai-apanteseis