AI, digitalisation, and technology, are buzzwords heard across sectors, but what do they mean for social services? The increased use of technology and digital tools has long been recognised as a means to enhance efficiency, trust and transparency in social services. However, for many, artificial intelligence remains a grey area, with its implementation raising many ethical questions around potential biases and a loss of human connection with citizens.
At the European Social Services Conference (ESSC), taking place from 22-25 June in Aarhus, Denmark, sessions will illustrate how organisations are utilising AI in their programmes to better support citizens and address questions around the ethical use of AI.
High administrative workloads for social services staff can be greatly alleviated with help from AI. For instance, chat bots and virtual assistants can provide support by directing citizens to the right services and by answering routine enquiries, giving social workers more time to build human relationships in complex cases.
Artevelde University of Applied Sciences in Belgium is currently testing AI chat bots to improve online support in mental health services. They will present their results during the conference Walking Practice Fair, showing their preliminary results which indicate that the programme has enhanced the quality and efficiency of service delivery.
The conference will also highlight several other promising AI initiatives that directly impact citizens’ and workers’ lives:
- InfoSIA: Madrid City Council will present InfoSIA, an AI application that personalises guidance on benefits and services, helping professionals and citizens navigate complex systems more easily.
- Workforce Support: Microsoft will offer a hands-on experience for delegates to have a direct insight into how AI tools can be used to reduce workloads by simplifying and speeding up routine tasks.
- ATENEA: The Catalan Association of Municipalities will present a voice-command AI assistant introduced in Catalonia, which supports older citizens by helping them schedule appointments, shop for groceries, and stay socially connected.
- AI in Employment Services: SkillLab will demonstrate how AI supports personalised employment pathways through automated skills assessment and tailored job-matching.
These initiatives not only increase access and responsiveness, but they also demonstrate how AI is actively shaping the way social services are delivered, particularly for vulnerable groups such as older adults and job seekers.
Ethical implications of AI in social services
While the benefits of AI are increasingly evident, the ethical implications remain a critical concern. How do we ensure that AI respects privacy, avoids reinforcing biases, and enhances, rather than replaces, human relationships?
These questions will be tackled during the Masterclass: AI & Ethics by Claude Kirchner, Chair of France’s National Pilot Committee for the Ethics of Digital Transformation. In this session, Kirchner will explore the ethical dilemmas facing social services, such as informed consent, data protection, algorithmic transparency, and the risks of automating care decisions.
Moderated by journalist Jane Dudman, this session will bring real-world questions from professionals to the fore, offering practical guidance on how to balance innovation with integrity. Kirchner’s insights will help social service providers navigate the digital frontier with a strong ethical compass, ensuring that AI strengthens, rather than undermines, the core human values at the heart of social care.
Data driven decision making
Alongside the increased use of AI in social services, organisations continue to improve the collection, recording, and analysis of data. During the conference, the Finnish Institute for Health and Welfare (THL) and Barcelona Provincial Council will present data management programmes from the national and local perspective that better assess users’ needs, allowing for the provision of more targeted services.
As AI and the digital world continue to evolve, ESSC 2025 offers a unique space for professionals to explore their transformative potential while keeping people, relationships, and ethical responsibility firmly at the centre. There are already over 500 delegates from 30 countries registered to attend the conference in June.
Register now to join them in discussing some of the most cutting-edge topics in social services today!
