International Social Security Association Report (multilateral / development partner)

Helô, the National Social Security Institute's virtual assistant

International Social Security Association (ISSA)

Ref: SRC-006-BRA-001

https://www.issa.int/gp/198036

Accessed: 3/26/2026

Summary

ISSA Good Practice entry for Helô. Confirms chatbot was initially intended for Meu INSS queries and is expanding to hybrid system with human staff for fuller responses. Notes INSS context of reduced personnel, increased demand, overloaded call centre, and pension reform. States 24/7 availability and transparency benefits.

View Harvard reference

ISSA (n.d.) 'Helô, the National Social Security Institute's virtual assistant', issa.int, Good Practice gp/198036.

Attached File

FILE

SRC-006-BRA-001_Hel_the_National_Social_Security_Institutes_virtual_assistant.html 101 KB

Download

Linked Cases (1)

BRA-001 BRA Full Production Deployment

INSS Helô — AI-Enabled Virtual Assistant for Social Security Services

Social insurance Hybrid