The way retirees and beneficiaries can communicate with the Social Security Administration in the United States is about to change forever. After years of long waits and difficulties in obtaining personalized attention, the agency is preparing for a deep technological transformation. This overhaul promises to alter the traditional experience that many know when requesting information or managing their benefits.
The arrival of artificial intelligence will mark a turning point in Social Security's telephone service. The system will incorporate bots that will answer most inquiries, representing a break from the usual human contact. This change aims to improve efficiency and reduce wait times, a persistent problem for millions of people.
New AI system to speed up service at Social Security
The Social Security Administration (SSA) has begun implementing a telephone system powered by artificial intelligence. This system is already active in more than 350 offices in the southeastern and northeastern regions of the country. The goal is for all local offices and card centers to be using this technology by the end of summer 2025.
SSA Commissioner Frank Bisignano, stated that this technological reform will allow the agency to serve the public better. Wait times, which increased to as much as one hour and 26 minutes last year, will be reduced thanks to this measure. According to official data, currently about 30% of calls are handled by an artificial intelligence bot.
Bisignano explained that the agency will keep different service channels to adapt to beneficiaries' preferences. "If they want to come in person, we'll be there; if they prefer the internet or phone, we will too," he said in an interview with CBS News. This approach aims to offer a more accessible and efficient service for everyone.
Policy changes and their consequences for retirees
Shortly before this transformation, the White House had to backtrack on a controversial measure. It had been proposed that about 6 million seniors verify their identity in person, which would have meant trips of up to 28 mi. (45 km) for many. This decision was reversed after the social reaction.
However, now direct deposit transactions can no longer be done by phone. Beneficiaries must use online multifactor authentication or go in person. In addition, SSA will recover 100% of overpayments starting in March 2025, after previously limiting those collections.
On April 25, the agency adjusted the recovery limit to 50% of the monthly benefit for overpayments identified from that date. This change doesn't affect previous payments. SSA recommends that beneficiaries act quickly and contact the agency to avoid automatic deductions that can strongly impact their finances.