Social Security plans to add artificial intelligence to phone systems, commissioner says

[BumRushDaShow]

Source: CBS News

Updated on: May 28, 2025 / 8:39 PM EDT


New York City — Frank Bisignano, commissioner of the Social Security Administration, told CBS News that he believes technology, and specifically artificial intelligence, could be the key to improving his agency's customer service, despite recent changes that have prompted concern among some of the nearly 69 million Americans that receive Social Security each month.

"We're bringing a massive technology effort to transform the servicing agenda," Bisignano said. "We're gonna bring AI into the phone system...I intend it to be completed this year." The agency gets about 390,000 calls per day, according to SSA data. The average wait time for those calls as of April was 68 minutes, down from 112 minutes in January.

"I say, we're gonna meet our beneficiaries where they want to be," said Bisgnano, who was CEO of financial services company Fiserv before being tapped by President Trump in December to lead the SSA. "You want to come into a field office? We 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."

The SSA announced in March that it would require in-person identity checks at field offices for new and existing beneficiaries, with some limited exemptions. Following backlash to the move, however, the White House in April backed off that requirement, saying that seniors and other recipients could verify their identities over the phone. About six million seniors would have faced a 45-mile trip to reach an SSA office, according to an analysis from the Center on Budget and Public Policies.

Read more: https://www.cbsnews.com/news/artificial-intelligence-to-be-incorporated-social-security-phone-system-frank-bisignano/

[TBA]

1. Check this out

https://www.msnbc.com/the-briefing-with-jen-psaki/watch/social-security-chatbot-talks-in-circles-doge-further-degrades-service-240249925744

This is what happened when a reporter tried to call SS and got the new AI bot.

[Henry203]

2. I work in high tech

And high tech has pathetic customer service. We want a person and not a phone tree AI.

[travelingthrulife]

3. He wants to kill customer service like all the private companies have done.

[Rebl2]

6. I have experienced

this mess with banks, insurance companies, doctors offices, etc. I just want to slam the phone down except I don’t have an old rotary phone ☎️!

[El Mimbreno]

8. Last time I called CVS...

The phone bot would not let me talk to a person. Just wanted to make sure they had received Rx from my Dr. We now get our short-term Rx from Albertson's.

[Buns_of_Fire]

4. "Massive technology efforts" cost $$$. Did he run this past Elon?

Oh, that's right. If the money is going to tech bros (like Elon), that's a DOGE exception.

AI this, AI that, AI everything. The tech bros have brainwashed the Executive branch just as thoroughly as the head (?) of the Executive branch has brainwashed the MAGAts.

"Hello, this is Big Balls. How may I help you today?..."

[nitpicked]

5. Link to Newsweek

https://www.newsweek.com/social-security-major-changes-phone-system-artificial-intelligence-frank-bisignano-2078364

[Martin68]

7. Protects them from personal responsibility for mistakes.

[Bayard]

9. Call into an office and get that personal touch

It will talk in infuriating circles till you get frustrated enough to hang up. Another satisfied customer will be recorded.

[Bengus81]

10. Oh BULLSHIT. Hire HUMANS and get the job done. This AI BS is out of control

[aurora the great]

11. I'm confused

You mean they haven't already? I would have bet the house that's who/what I "talked" too when I called in about my son's SSI application. But then again you cant ever be sure these day,

[FakeNoose]

12. It's already happening in some areas

The plan is to roll it out everywhere, once all the live human employees have been fired.

[Bengus81]

14. They use that fake ass nonsense on loads of YT videos. Filled with mispronounced names,number etc.

It's a fucking joke IMO...............

[Rebl2]

13. One more

NIGHTMARE to deal with

[Efilroft Sul]

15. AI enshittification: It's what we all want to deal with when we're trying to access our earned benefits.

[electric_blue68]

16. 😑 i hate drumphf & DOGE