SSS Member Personalized Inquiry Chatbot System

Abstract

The core problem investigated in this thesis is the overwhelming number of questions and complaints of the Social Security System members due to lack of information dissemination from the start. Employees in the Member Communications and Assistance Department is having a hard time dealing resulting in overtime and shifting schedules. Realizing this, the study has created a system to cater massive inquiries of members. Chatbots are the new support to reach out customers. With its connectivity through different platforms, especially Facebook, members with mobile phones or even laptops have ways to communicate to SSS. The Methodology used is effective in this study not only it is fast. The stakeholder identifies the failures, errors, bugs while monitoring and using the system for the development team will add into their next system update. SSS-MPICS Implementation shows the sign of productiveness that not only saves more resources from Social Security System. The developed system also addressed the issue of the people rendering overtime to finish quotas of member inquiries. The productivity increases even employees not rendering overtime. Social Security System in the future possibly implements new kinds of benefits and financial assistance. Also, Chatbots are still evolving until now in order to be a more interactive and easier to use. With this, future improvements of services of SSSMPICS will be required. Therefore, the chatbot must be updated to cope up with the trends and services of Social Security System.