AI Applied to Social Services and Social Work

Artificial Intelligence (AI) is increasingly entering social services and social work across Western welfare states. While current applications often focus on specific tasks—such as chatbots, automated documentation or decision support—their broader implications for the organization and governance of welfare systems remain underexplored.

This session examines AI as a catalyst for organizational transformation rather than simply a technological innovation. It explores how AI is reshaping access to social rights, professional practice, service coordination and decision-making within public social services. Particular attention will be paid to conversational AI, intelligent triage systems, knowledge management, administrative automation and citizen-centred service delivery.

The session also addresses key sociological and professional challenges associated with AI adoption, including algorithmic bias, digital exclusion, professional autonomy, accountability, transparency and the preservation of relational practice. Rather than asking whether AI can replace social workers, the session focuses on how AI can strengthen welfare institutions while maintaining human oversight and rights-based practice.

We welcome theoretical, empirical and comparative contributions examining AI implementation in social services and social work across Western welfare states. Papers may address organizational change, governance, ethics, digital inclusion, public sector innovation, implementation processes, evaluation frameworks or comparative experiences across countries and welfare regimes.

The aim is to foster an interdisciplinary dialogue on how AI can contribute to more accessible, efficient and equitable social services while preserving the core values of social work and the principles of democratic welfare systems.