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Social Security Problems: AI to the Rescue?
The recent back-and-forth policy positions on field office contacts have created confusion for the Social Security Administration’s (SSA) customer base. At the same time, the roughly 400,000 callers each day continue to face hold times of more than an hour. (In fairness, though, the wait time has dropped substantially in recent months.) Compounding this situation, of course, is the impact of staffing reductions being enacted in several key SSA operating areas.
In response to these service issues, Social Security Commissioner Frank Bisignano offered this proclamation in a recent CBS News interview: “We’re bringing a massive technology effort to transform the servicing agenda. We’re gonna bring AI into the phone system… I intend it to be completed this year.” In conjunction with that, agency officials have indicated that the official SSA X account will be the source for “… all announcements going forward.”
Lots of changes coming for the public to digest, so we’ll need to hold our collective breath to see how it all works out. Bisignano has also pledged a solution to the much-discussed insolvency problem facing Social Security, reporting, “Everybody is committed to Social Security for the rest of time.” Read newsnationnow.com’s summary of the Commissioner’s comments here…