Case Study: FOSIS achieves faster, clearer citizen service and greater transparency with Microsoft Power BI

Microsoft Azure AI delivers agility to Chile’s FOSIS

Fosis, Chile’s Solidarity and Social Investment Fund, needed to give clear, immediate guidance to nearly 120,000 beneficiaries and simplify the application process for social and business funds. To address high volumes of FAQ and improve citizen access to information, Fosis worked with EY Chile and adopted Microsoft Azure AI technologies alongside Microsoft Power BI for reporting and visibility.

Using Azure Cognitive Services (Azure Bot Service, LUIS, Text Analytics) and cloud services for secure data handling, Fosis deployed a virtual assistant that handles FAQs, flags form errors, and routes complex cases to agents, with interaction data surfaced in Microsoft Power BI dashboards. The solution engaged over 270,000 users (up to 127,000 in a single day), produced about 830,000 responses with a 54% usage increase in early 2020, achieved 83% user comfort and 80% positive sentiment, and delivered faster, more transparent citizen service.

FOSIS

Felipe Bettancourt

Executive Director