(NewsNation) — The commissioner of the Social Security Administration, Frank Bisignano, told CBS News that he believes artificial intelligence could improve customer service at the agency.
Bisignano said, “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.”
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Social Security data shows that the agency receives nearly 400,000 calls each day. The average wait time for calls in April was 68 minutes, which is down from 112 minutes in January. Bisgnano said that the agency will “meet our beneficiaries where they want to be.”
This comes as the SSA announced in March that in-person identity checks would be required at local officers. However, the White House rolled back that requirement after it faced backlash.
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Bisignano argued that, despite the cuts to employees at Social Security, the agency’s efficiency will not be affected. He said that “through technology and process engineering,” the agency can become more efficient.
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Bisignano also wants to make sure that those who file for Social Security in 10 years will still receive all their benefits when the time comes. The Congressional Budget Office has estimated that by 2033, funds could be gone.
“There’s lots of senators that I’ve heard from that have all ideas about how to fix it. So, we need to just go to work on how to fix it,” Bisignano said. He also said, “Everybody is committed to Social Security for the rest of time.”
Social Security using X to communicate now
Back in April, the agency announced that it would be using the social media platform X to make all announcements going forward.
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“The agency will be using X to communicate to the press and the public — formerly known as Twitter,” Linda Kerr-Davis, SSA Midwest-West Regional Commissioner, told employees, according to Federal News Network. “This will become our communication mechanism.”
Kerr-Davis also said that we are “in different times now,” and “If you’re used to getting press releases and Dear Colleague letters, you might want to subscribe to the official SSA X account.”
