The virtual assistant of the Social Fund's Unified Call Center processes over 20% of all incoming requests on its own. It helps people get information on the most popular topics, like maternity capital use, pension contributions or payment delivery mode change, with no operator's involvement.
That frees the operators to handle more complex issues and improves the general throughput of the call center that handles up to 500,000 requests daily.
The virtual assistant will refer the call to a center staff member in case more detailed information is needed. About 2,000 operators work on processing calls, ensuring good accessibility. The consulting that uses personal data is subject to strict caller identification.
In 2024, the total call center call duration tallied up to over 138 million minutes. In 2025, which is not yet over, that number is already more than 129 million minutes. The call center reached a milestone on October 3, 2025: 100,000 consultations provided by operators throughout the entire call center operation time.