Social Security to Implement Artificial Intelligence in Phone System

The Social Security Administration is set to implement artificial intelligence in its phone system by 2025, aiming to reduce wait times for about 70 million Americans. Though the technology holds promise, initial trials show mixed results, raising concerns among users.

Starting in 2025, the Social Security Administration (SSA) plans to integrate artificial intelligence into its national phone system, with the intention of streamlining service for approximately 70 million Americans. This ambitious move is expected to cut down on the currently long wait times. However, reactions to the new tech have been a mixed bag so far, raising some eyebrows.

In a recent interview with CBS News, SSA Commissioner Frank Bisignano elaborated on their tech-driven transformation, saying, “We’re bringing a massive technology effort to transform the servicing agenda.” He expressed optimism about having the AI system operational by the end of this year.

To put things into perspective, the SSA handles a staggering 390,000 phone calls daily. Even after initiatives led to a reduction in average wait times from 112 minutes in January to 68 minutes in April, many callers still find themselves in long queues, waiting for assistance.

Amid this upgrade, the SSA is simultaneously making budget cuts to its staff, planning to shrink from 57,000 employees to around 50,000 this year. These moves are concurrent with the Biden administration’s efforts under the Department of Government Efficiency (DOGE) to downsize certain SSA field offices. Critics worry this adds up to less accessible service for vulnerable populations such as the elderly and differently abled.

Earlier in March, SSA had also rolled out a policy that required in-person identity verification, but after facing significant public backlash, the White House scrapped that rule in April. It was a controversial decision that could have necessitated lengthy travel for nearly six million seniors when needing assistance.

The new AI phone bot is already in beta testing. However, the rollout hasn’t been as smooth as officials would’ve hoped—many users report the bot struggles with even the most straightforward inquiries. As highlighted in reports from CNET and The Washington Post, when one journalist inquired about a missing payment, the bot directed him to unrelated subjects instead, requiring multiple attempts before connecting him to a human agent.

Tech reporter Blake Stimac shared his frustrations as well. After testing the bot 11 times, he found mixed results—some inquiries were answered correctly, while others were totally off-base. “I asked why my payment was lower this month,” he remarked, “and the bot just gave general benefit details instead.” A simple workaround he discovered was saying the word “agent” repeatedly to bypass the AI altogether.

For anyone needing to talk to a human agent over the phone, here are a few tips: clearly state “agent” multiple times, keep explanations short and to the point, avoid using speakerphone for better sound quality, and if things go awry, don’t hesitate to hang up and try again.

The SSA believes that despite current issues, AI will ultimately enhance service. Bisignano noted, “We’ll meet beneficiaries where they want to be,” whether that’s at an office, online, or via phone. However, as they approach their 90th anniversary in 2025, there’s rising urgency—without intervention, the Social Security Trust Fund could deplete by 2033.

With this push for technological advancement, SSA plans to further integrate AI across field offices and card centers before the year is out. Although officials assure that these upgrades won’t eliminate human roles, skepticism lingers among advocates who are concerned about tech access for all beneficiaries. The agency encourages its clients to familiarize themselves with the new system, with the caveat that experiences can still vary widely.

In summary, the SSA’s introduction of AI into its phone system comes with high hopes for enhanced service amid ongoing challenges like staffing cuts and increased demand. While initial feedback highlights significant issues with the AI bot, officials are committed to making improvements as they move forward. As the agency approaches a critical moment in its history, balancing technology with human support remains essential for all beneficiaries.

Original Source: www.fingerlakes1.com