Experiences of Using Artificial Intelligence in Community Social Services: A Systematic Review

Community Social Services constitute the primary level of intervention within Social Services systems and play a key role in assessing needs, planning interventions, and coordinating support in situations of vulnerability. The growing incorporation of Artificial Intelligence (AI) into professional practice has generated increasing debate regarding its implications, benefits, and ethical challenges. This study aims to analyse current scientific evidence on the application of AI in Community Social Services. A systematic review was conducted following the PRISMA 2020 guidelines, examining high-impact academic publications that address AI implementation in Social Service contexts. The selected studies were analysed through thematic synthesis to identify recurring trends, tools, benefits, and challenges. The findings reveal a progressive integration of AI mainly as a decision-support tool, including predictive models, automation of administrative processes, and early risk detection systems. Reported benefits include improved efficiency, enhanced data systematisation, and reduced administrative burden. However, significant ethical concerns, such as algorithmic bias, data privacy risks, and potential dehumanisation of interventions, were also identified. Overall, AI is emerging as a complementary resource in Community Social Services, whose responsible and ethically grounded implementation is essential to ensure alignment with core Social Work values.