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Taking a Look at Social Security’s Chatbot - FF Health News
Customer service at the Social Security Administration continues to draw attention in the wake of Department of Government Efficiency (DOGE) activities earlier this year. One of the more recent innovations undertaken in this regard is SSA’s recent reliance on an artificial intelligence-powered chatbot for caller interactions.
Use of the chatbot is part of the agency’s digital-first initiative, designed to expedite communications with callers needing answers to specific questions about their benefits. It’s an indication of what’s ahead for much of the information-based universe, but it’s fair to say that there are some growing pains. A post by KFF Health News’ Darius Tahir examines some of the early issues involving this technology and its place in the handling of calls from the millions of Social Security beneficiaries. Check it out here…
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