Kela publishes new AI register with information on all AI applications used at Kela

Kela has published an AI register on its website with information on all AI services currently used by Kela. Kela’s customers and stakeholders can check the register for up-to-date information on how Kela uses AI in its operations.

The register describes, for example, how Kela uses the following AI applications:

• Chatbots Kela-Kelpo (Finnish) and FPA-Folke (Swedish)The chatbots available on the Finnish and Swedish versions of Kela’s website answer questions asked by customers. All answers given by the chatbots have been written by Kela specialists. This means that the AI does not create any of the answers. The AI simply tries to understand the customer’s question and offer them the correct, pre-written answer.
• System for pre-processing attachments
  Kela uses AI to pre-process attachments submitted by customers and partner organisations in OmaKela. Automatic pre-processing speeds up benefit processing and ensures that documents are in the correct format for the benefit specialists. All processing of attachments takes place in Kela’s own IT environment.
• Analysis of customer feedback
  Kela analyses freely written customer feedback with the help of a language model, which is a type of AI. The analysis tool helps Kela identify key themes and areas for development in customer feedback. The language model runs in Kela’s own IT environment, and customer data are not transferred outside Kela.

The principles for responsible use of AI govern the use of AI at Kela

Kela has published its principles for responsible use of AI on its website. They were updated in autumn 2025 to meet the requirements established in the EU Artificial Intelligence Act. These principles govern all use of AI at Kela and ensure that customers and staff can place their trust in services and tools that employ AI.

Kela’s goal is to, by 2035, utilise AI as much as possible in customer service, when making decisions on benefits, and for administrative tasks. Achieving this goal would mean, among other things, that Kela will be able to provide faster service for customers and better allocate its resources where human expertise is most needed.

“We have established principles for responsible use of AI at Kela to ensure that we can progress towards our goal in a manner that is safe, secure and reliable,” says Riikka Lindroos-Järvitalo, who is responsible for AI management at Kela.

Kela’s strategic sustainability policy requires Kela to use AI responsibly. By using new technologies responsibly, not only will Kela achieve greater efficiency in its operations, but it will also allow Kela to promote transparency and equity and to offer a better customer experience.

Learn more

• Kela’s AI register and principles for the responsible use of AI (kela.fi)
• Kela’s strategic sustainability policy (kela.fi)