Jinan Social Security Center Deploys 79 AI Digital Worker Scenarios Covering 4.28 Million Operations

The Jinan Social Security Center's digital workers have gone live in 79 application scenarios covering pension insurance, work injury insurance and other insurance types, across business handling, review and risk prevention. The system has handled 4.28 million operations in total, with an automatic review rate of 87%, and has saved more than 76,000 hours of handling time. Rising social insurance workloads had left the traditional handling model short of staff, with cumbersome processes and slow responses. The center worked with a technology team to build the digital worker system on two foundation models, Alibaba's Tongyi Qianwen 3 and DeepSeek, combined with RPA robotic process automation, OCR image recognition and multimodal interaction. The digital workers run around the clock, seven days a week. Enterprise pension relationship transfers, social security card application review and insured-information registration are now completed automatically. For pension transfers, the digital workers capture information and coordinate across systems, which shortens processing time significantly. Using OCR, they read images such as identity cards and insurance photos and judge whether the materials are valid and compliant. The volume that two staff members used to review in a full day takes the digital workers moments, and the efficiency of social security card application review has risen by more than 80%. Operation logs, screenshots and screen recordings are kept for every case so the work can be traced and audited. The project received the 2024 Shandong Province Information Technology Application Innovation Solution recognition and second prize at the Jinan selection round of the 2025 Data Elements x competition's Shandong division, and was featured on CCTV's Xinwen Lianbo. The center says it will keep expanding the digital worker scenarios and deepen the integration of AI with social insurance business.