Just like everything else is improving and updating, the Social Security Administration (SSA) was also trying to update and improve its systems. With that being said, the SSA had launched a new AI-powered phone bot to help reduce long wait times and improve the efficiency of services for millions of Americans.
When Social Security beneficiaries call the SSA’s helpline, they’re greeted by a friendly virtual voice that says, “How can I help you today?”. So now, instead of waiting on the telephone line for a human assistant, the bot tries to understand what you are asking and will direct you to assistance.
This “digital-first” strategy appears to be a significant advancement on paper as it uses artificial intelligence to answer basic enquiries, free up human personnel, and provide assistance more quickly. However, the experience has not been easy for a lot of callers.
The AI Bot Was Meant to Be a Game-Changer
It can be noted that the SSA receives approximately 400,000 calls every day and many of these calls are about checking benefits or updating personal information.
The SSA aims to automate these simple tasks and reduce longer waiting times as it allows the limited staff to focus on other difficult tasks. The move also represented the agency’s use of technology to modernize its services and make things more efficient.
SSA Commissioner Frank Bisignano said the goal was to use technology to make the system faster and more responsive.
But the Reality Has Been Far Less Promising
Even though this was meant to improve the system, there are many Americans who are struggling to adapt to the new system.
- Sometimes, the AI might misunderstand you
There are many callers who reported that the bot sometimes doesn’t understand the basic questions or even sends them to the wrong department for help.
- Fewer Humans Are Available to Help
The SSA has been reducing the number of staff in local field offices and sometimes if the bot can’t help, it might take a fairly long time to reach an actual person.
- Complex Problems Still Need Real People
The SSA deals with personal and complex issues and sometimes this requires human assistance instead of help from a bot.
What to Expect If You Call
If you need to contact Social Security, here’s what you should know:
- Firstly, you’ll be answered by a bot, you need to be sure to speak clearly and keep your questions short.
- Remain patient. Even though the aim of this is to improve efficiency, many people have already reported longer wait times.
- Keep all important information readily available to speed up the process.
The Bigger Picture
The new AI system is aimed at saving money and improving the SSA system. However, even though the improvement of technology is meant to make things faster, it makes things difficult for the elderly Americans who are not familiar with technological advancements.
There are many opposers who note that the AI tool should be used to support existing staff and not replace them, in terms of human service.
Millions of Americans rely on Social Security as a form of financial security therefore, it’s important that these people get the help they require. These payments help pay for their essential expenses.
The Bottom Line
Many Americans are left feeling frustrated because a system that was meant to make life easier, is resulting in longer wait times and a slight difficulty in getting human assistance.
It’s important for beneficiaries to be clear with their requests and know exactly what they are calling for, in order to speed up the process. The technology may improve as time goes by, but for now, many people still require human assistance.