Social Security in the United States has publicly revealed the progress of one of its most renewed services. This is a service that has used an automated system for several months now, although this change doesn't convince everyone.
The Social Security Administration (SSA) has explained that its new automated phone service system already operates with artificial intelligence. According to statements from Commissioner Frank Bisignano, this system aims to reduce wait times and improve service. They expect it to be fully operational during this year.
The SSA boasts automated phone service: what are its benefits
Since the implementation of the automated system, the progress has been remarkable. SSA claims that this new system already handles approximately 90% of incoming calls, reducing wait times to eight minutes. In the previous year, it is estimated that about 43 million hours have been saved in phone wait times.
The automated system offers several useful and common services. Citizens can check the status of their applications, request letters to verify benefits, request the SSA-1099 form for taxes, or request a replacement Medicare card. They can also update their address, check payment dates, direct deposit information, cost-of-living adjustments, taxes, and average processing times.
User reaction has been mixed: some aren't happy
This change in phone service represents a step forward today, as it shows how United States Social Security is moving toward modernization with technology. Thanks to the automated system, many users now have more ways to solve issues without traveling or navigating complex websites.
Despite the achievements, Americans' reaction has been mixed. Some appreciate the conveniences offered by the new system and the time savings. Others, however, express concerns.
Advocates for the rights of seniors and people with disabilities warn that automation could leave behind those who have difficulty using technology or prefer human contact.
What this SSA change means for the workforce
There are also concerns about layoffs and staff reductions. SSA plans to eliminate up to 12% of its workforce, about 7,000 positions, and has reassigned around 1,000 field service agents to the call center. This has raised fears that in-person services could be affected.
Meanwhile, the strengthening of anti-fraud measures means that some procedures, such as identity verification, require appearing in person. This especially affects people who live far from offices or have mobility difficulties.
The new automated system has brought an unexpected shift to Social Security, with clear positive results but also real concerns. Achievements such as the automated system and the high level of use (about 90% of Americans use it) are noteworthy. The change promises speed and efficiency in phone service, in the midst of technological advancement.