AI-assistant in the frontline – when ChatGPT travels into the municipal employment system

Beskrivelse

Artificial intelligence in social work – experiences from the employment services.

In 2025, a number of political parties in Denmark entered into an agreement on employment reform. This agreement states that Danish municipalities must have the authority to use AI as a tool in employment efforts. AI is therefore being introduced as a tool on the front line. On STAR's (The Danish Agency for Labour Market and Recruitment) website about the employment reform it states:

"The employment reform introduces an authority for municipalities to use artificial intelligence in employment efforts. The authority is intended to give municipalities a clear and secure framework for working with artificial intelligence. This can, for example, be for decision support, so that artificial intelligence can be used to free up resources in case processing. AI has the potential as a tool to make workflows more efficient in order to free up time and resources for citizens." (Generelle Spørgsmål Og Svar Om Reformen, Opdateret: 04-06-2025)

Thus, it is proposed that AI can be used as an efficiency tool that can free up resources in employment efforts and give employees more time with citizens.

The article examines the use of artificial intelligence, AI, in job centers in Ikast-Brande and Billund municipalities. The article focuses on an AI tool, in the article called AI assistant, developed by Schultz and integrated with Fasit, a professional system case management system targeted at the employment area.

Through qualitative interviews, the article uncovers how the AI assistant as a generative AI affects case processing, and whether it is experienced as helpful and a strengthening or a challenge to the professionalism of frontline employees.

Based on new institutional theory, the rationality myths surrounding AI are analyzed. The article asks: Which myths about problems are seen as a solution to AI? And what concrete value do employees experience.

Periode	16 jun. 2026
Begivenhedstitel	FORSA/NASSW konference: Changes in the Nordic Welfare States and Consequences for Social Work
Begivenhedstype	Konference
Placering	Aarhus, DanmarkVis på kort
Grad af anerkendelse	International