Social Security Agency Plans AI Integration for Better Customer Service

The Social Security Administration plans to integrate AI into its phone service, aiming to boost efficiency and customer experience despite staffing cuts. Commissioner Frank Bisignano reassured beneficiaries that benefits will remain secure while navigating ongoing financial challenges and ensuring accessibility for seniors.

The Social Security Administration (SSA) is stepping into the tech age, with plans to integrate artificial intelligence into its phone systems. Frank Bisignano, the agency’s commissioner, spoke to CBS News about the move, expressing optimism in using technology to enhance customer service for nearly 69 million Americans relying on Social Security benefits. “We’re bringing a massive technology effort to transform the servicing agenda,” Bisignano stated. He aims to implement the AI overhaul by the end of this year.

Handling an astonishing 390,000 calls daily, the average wait time has seen a notable decrease. As of April, it dropped to 68 minutes from 112 minutes in January—an indicator of the agency’s direction. Bisignano emphasized his commitment to being accessible, saying, “You want to come into a field office? We’ll always be there. You want to meet us on the web? We will be there. And you want to meet us on the phone, we’ll be there.”

In a somewhat controversial decision, the SSA announced in March that in-person identity checks would be required at field offices, sparking concerns among beneficiaries. Following a backlash, the White House intervened in April, allowing seniors to verify their identities over the phone instead. A significant number of seniors, up to six million, could have faced lengthy trips—an analysis revealed some would need to travel 45 miles to access an SSA office.

However, Bisignano faces skepticism about implementing these tech changes alongside a reduced workforce. Earlier this year, the agency indicated it would cut staff from around 57,000 to 50,000—a reduction of about 12%. Additionally, the Department of Government Efficiency, under the leadership of Elon Musk, has pointed out the potential closure of several field offices.

Despite these workforce contractions, Bisignano is adamant that the SSA can boost efficiency through technology and better processes. As the SSA marks its 90th anniversary this year, concerns loom over its financial sustainability. The Congressional Budget Office warned that the fund supporting retirement and survivor benefits could run dry by 2033 if no changes are made.

Bisignano acknowledged the discussions happening among senators on revitalizing the program, saying, “There’s lots of senators that I’ve heard from that have all ideas about how to fix it. So, we need to just go to work on how to fix it.” Looking ahead, he reassures future Social Security claimants that their benefits are secure, stating, “Everybody is committed to Social Security for the rest of time.”

The Social Security Administration is gearing up to modernize its phone systems with artificial intelligence, aiming for enhanced customer service. Despite facing staffing cuts and the need to ensure accessibility for millions of seniors, Commissioner Bisignano remains optimistic about improving efficiency with technology. As the agency navigates financial challenges and evolving demands, he reassures the public of the enduring commitment to Social Security benefits.

Original Source: www.cbsnews.com