SRT 'Julieta' Chatbot for Occupational Risk Inquiries
Overview
Argentina's Superintendencia de Riesgos del Trabajo (SRT), the national public body responsible for regulating the occupational risk system, deployed an artificial intelligence chatbot named 'Julieta' in 2018 to handle citizen inquiries about work injury benefits and occupational risk procedures. Julieta was the first chatbot implemented in Argentina's national public administration and was recognised by the International Social Security Association (ISSA) as a Good Practice (gp/198017) in the Americas 2020 competition.
The chatbot was named in honour of Julieta Lanteri, a physician and women's rights pioneer who in 1911 became the first woman authorised by Argentina's Electoral Justice to vote in the municipality of Buenos Aires. The project was deliberately launched around International Women's Day (8 March), and the chatbot adopts a female persona depicted wearing a hard hat and safety glasses to reinforce workplace safety messaging. The conversational tone is colloquial and cordial, with the motto 'Prevention is everyone's daily work'.
Julieta was developed through a collaboration between the SRT and Microsoft Argentina, with the presentation taking place on 13 June 2018 at Microsoft's offices in Buenos Aires, attended by Microsoft Argentina General Manager Diego Bekerman and SRT Superintendent Gustavo Morón and General Manager Guillermo Arancibia. The chatbot is built on Microsoft's natural language processing technology, enabling it to understand human language and identify relevant information to answer user questions. The system features data validation mechanisms for sensitive information and requires identity verification before accessing personal worker records, connecting to the SRT's worker database to provide individualised responses.
The immediate catalyst for Julieta's deployment was the activation in February 2017 of Law No. 27,348, which reformed Argentina's occupational risk procedures and doubled the volume of consultations to the SRT's call centre. Faced with this surge in demand, the SRT opted for technological innovation rather than simply expanding call centre capacity. Julieta operates 24 hours a day, 365 days a year, accessible through the SRT website (www.srt.gob.ar) and social media channels.
Julieta addresses a comprehensive range of inquiries related to Argentina's occupational risk system. Users can check the status of their case files (expedientes), identify their assigned Aseguradora de Riesgos del Trabajo (ART, the occupational risk insurance provider), determine which medical commission they are assigned to, file complaints about delayed resolution of proceedings, and receive guidance on specific procedures including incapacity determinations, claim rejection appeals, benefit coverage divergences, treatment re-entry requests, and discharge disagreements. The chatbot responds to general queries about the occupational risk system and its various actors, as well as providing personalised advice based on individual user circumstances.
During development, the SRT employed a focus group methodology using internal employees to interact with the chatbot and systematically improve its performance. This iterative testing process enabled the team to double the chatbot's knowledge base from an initial set to 200 validated answers, generating 8,500 different question formulations. Most significantly, this process reduced the margin of error from 30 per cent to 7 per cent, achieving a 93 per cent accuracy rate in Julieta's responses. The knowledge base has continued to expand substantially since launch, growing from the initial 500 to 600 answerable questions to over 3,500, incorporating interconnections with external sites, videos, and integrated applications.
When first launched, Julieta handled slightly over 300 daily consultations. By 2019, the chatbot's daily volume had grown to over 1,000 inquiries, with more than 85,000 users generating 200,000 exchanges and 500,000 annual consultations over the year. At its peak, Julieta represented 35 per cent of total inquiries across all SRT communication channels, demonstrating significant channel shift from traditional phone-based customer service to the AI-enabled digital channel.
The chatbot received multiple awards and recognitions. In 2018, Microsoft recognised Julieta with an Innovation Award in the 'Conversational Agent' category for using artificial intelligence to address industry challenges and boost productivity. In December 2020, the ISSA awarded the SRT a certificate of merit with special mention for Julieta during the 'Good Practices — Americas 2020' competition, held as a virtual forum on 3 December 2020. The ISSA evaluation assessed 138 good practices from 30 institutions across 18 countries. At the same forum, the SRT also received recognition for its virtual intake desk (mesa de entradas virtual), a 24/7 platform accessible via 'e-Servicios-SRT' using CUIL/CUIT credentials for initiating labour proceedings. The SRT's Technical Manager Felipe Llorente presented the institution's AI methodology at the ISSA forum, alongside representatives from Brazil's National Social Insurance Institute and Uruguay's Social Security Bank.
Multiple SRT departments were involved in Julieta's development and ongoing operation, including systems management, administrative oversight, and customer service quality control divisions, reflecting an institutional approach to the chatbot's deployment rather than a purely technical initiative.
Classification
AI Capabilities
Use Cases
Social Protection Functions
| SP Pillar (Primary) | Social insurance |
Programme Details
| Programme Name | Sistema de Riesgos del Trabajo (Occupational Risk System) |
| Programme Type | Work injury and occupational insurance |
| System Level | Implementation/delivery chain |
| Automation Subtype | (a) Document processing and generative staff assistance |
Argentina's occupational risk insurance system regulated by the Superintendencia de Riesgos del Trabajo (SRT). The system provides work injury benefits, occupational disease coverage, and rehabilitation services through private Aseguradoras de Riesgos del Trabajo (ART, occupational risk insurers). The SRT regulates the system, oversees ART compliance, administers medical commissions, and handles worker inquiries and complaints.
Implementation Details
| Implementation Type | Foundation model |
| Lifecycle Stage | Monitoring, Maintenance and Decommissioning |
| Model Provenance | Commercial/proprietary |
| Compute Environment | Commercial cloud |
| Compute Provider | Microsoft Azure |
| Sovereignty Quadrant | IV — Shared Innovation Zone |
| Data Residency | Not documented |
| Cross-Border Transfer | Not documented |
Risk & Oversight
| Decision Criticality | Low |
| Human Oversight | HOTL |
| Development Process | Mix of in-house and third-party |
| Highest Risk Category | Model-related risks |
| Risk Assessment Status | Informal assessment |
Documented Risk Events
No publicly documented adverse events. Initial error margin of 30% was reduced to 7% through iterative testing with employee focus groups before achieving production-level accuracy.
Risk Dimensions
Model-related risks
Operational and system integration risks
Impact Dimensions
Autonomy, human dignity and due process
Safeguards
Deployment & Outcomes
| Deployment Status | Full Production Deployment |
| Year Initiated | 2018 |
| Scale / Coverage | Nationwide; over 85,000 users generating 200,000 exchanges in 2019; handles 35% of total SRT inquiries across all channels; knowledge base expanded from 500-600 to over 3,500 answerable questions |
| Funding Source | SRT operational budget (Argentine government) |
| Technical Partners | Microsoft Argentina (NLP technology, development collaboration, hosting) |
Outcomes / Results
Error margin reduced from 30% to 7% (93% accuracy) through focus group testing methodology. Knowledge base expanded from 500-600 to over 3,500 answerable questions. Daily consultations grew from 300 at launch to over 1,000. Handles 35% of total SRT inquiries across all communication channels. In 2019, processed 200,000 exchanges from more than 85,000 users. Received Microsoft Innovation Award 2018 (Conversational Agent category) and ISSA Good Practice certificate of merit with special mention (Americas 2020).
Challenges
Initial 30% error rate required significant iterative improvement through employee focus groups before achieving acceptable accuracy. Continuous expansion of the knowledge base is needed to address new query types and procedural changes. The chatbot handles informational inquiries and case status checks but does not make determinations on benefits or eligibility, limiting its scope within the broader occupational risk process. Data residency and cross-border transfer implications of using Microsoft cloud infrastructure are not publicly documented.
Sources
- SRC-004-ARG-002 100% Seguro (2018) 'Inteligencia Artificial: premian a la SRT por \"Julieta\"', 100% Seguro, 2018. Available at: https://100seguro.com.ar/inteligencia-artificial-premian-a-la-srt-por-julieta/ (Accessed: 26 March 2026).
https://100seguro.com.ar/inteligencia-artificial-premian-a-la-srt-por-julieta/ - SRC-006-ARG-002 Boletín Digital de ART (2018) 'ARGENTINA | Presentamos a \"Julieta\", el Chat Bot de la SRT', Boletín Digital de ART, 14 June. Available at: https://boletindigitaldeart.wordpress.com/2018/06/14/argentina-presentamos-a-julieta-el-chat-bot-de-la-srt/ (Accessed: 26 March 2026).
https://boletindigitaldeart.wordpress.com/2018/06/14/argentina-presentamos-a-julieta-el-chat-bot-de-la-srt/ - SRC-001-ARG-002 ISSA (no date) 'Julieta Lanteri, primer chatbot de la administración publica nacional argentina', ISSA Good Practice gp/198017. Available at: https://www.issa.int/gp/198017 (Accessed: 26 March 2026).
https://www.issa.int/gp/198017 - SRC-002-ARG-002 Argentina.gob.ar (2018) 'Presentamos a \"Julieta\", el Chat Bot de la SRT', Argentina.gob.ar Noticias. Available at: https://www.argentina.gob.ar/noticias/presentamos-julieta-el-chat-bot-de-la-srt (Accessed: 26 March 2026).
https://www.argentina.gob.ar/noticias/presentamos-julieta-el-chat-bot-de-la-srt - SRC-003-ARG-002 Argentina.gob.ar (2020) 'La SRT premiada por la AISS en el concurso \"Buenas Prácticas — Américas 2020\"', Argentina.gob.ar Noticias, December 2020. Available at: https://www.argentina.gob.ar/noticias/la-srt-premiada-por-la-aiss-en-el-concurso-buenas-practicas-americas-2020 (Accessed: 26 March 2026).
https://www.argentina.gob.ar/noticias/la-srt-premiada-por-la-aiss-en-el-concurso-buenas-practicas-americas-2020 - SRC-005-ARG-002 Argentina.gob.ar (2020) 'Foro virtual AISS: La SRT expuso sobre inteligencia artificial', Argentina.gob.ar Noticias, December 2020. Available at: https://www.argentina.gob.ar/noticias/foro-virtual-aiss-la-srt-expuso-sobre-inteligencia-artificial (Accessed: 26 March 2026).
https://www.argentina.gob.ar/noticias/foro-virtual-aiss-la-srt-expuso-sobre-inteligencia-artificial
How to Cite
DCI AI Hub (2026). 'SRT 'Julieta' Chatbot for Occupational Risk Inquiries', AI Hub AI Tracker, case ARG-002. Digital Convergence Initiative. Available at: https://socialprotectionai.org/use-case/ARG-002