Rome. The Food and Agriculture Organization (FAO) has unveiled CertusCare, a new AI-powered Human Resource chatbot designed to revolutionize employee support services across its global network.
FAO Director-General QU Dongyu officially launched the digital assistant during a global address to personnel, marking a significant milestone in the organization’s ongoing digital transformation journey.
“It is a pleasure to be with you today as we take another important step forward in our journey from Digital FAO to a fresh face with AI driving FAO,” said the Director-General, speaking from FAO headquarters in Rome.
First initiated in 2019 and accelerated during the COVID-19 pandemic, FAO’s digital transformation has now entered a new phase with artificial intelligence playing a central role. QU emphasized the rapidly evolving nature of AI, declaring, “The AI generation has come!”
Developed collaboratively by the Human Resources Division, Digital FAO, and Agro-Informatics teams, CertusCare is a user-friendly, multilingual chatbot integrated into Microsoft Teams. It provides 24/7 support to FAO employees, offering instant access to key HR information such as pensions, medical insurance, and service-related compensation.
The name CertusCare blends the Latin word certus (meaning “reliable” and “assured”) with “care,” symbolizing the organization’s commitment to both technological reliability and human-centered service. The chatbot is mobile-friendly and tailored to meet the diverse needs of FAO personnel stationed around the world.
“This tool reflects a collaborative spirit, a user-centered design, and a clear vision for the future,” noted the Director-General, who also quoted a Chinese proverb: “A journey of a thousand miles begins with a single step,” encouraging staff to embrace this innovation.
While celebrating this digital leap, QU also acknowledged the risks associated with emerging technologies. He stressed the importance of maintaining human oversight and ensuring transparency and trust as the organization expands its use of AI.
“We are committed to learning, improving, and expanding this initiative together,” he stated. “Let us embrace the new opportunity of the AI generation to lead by example, not only within FAO, but across the UN system.”
By significantly reducing response times and enhancing accessibility, CertusCare is set to redefine HR service delivery at FAO, furthering its mission to become a smarter, more inclusive, and digitally empowered global organization.