From a contracting notice posted by the Social Security Administration:
The Social Security Administration (SSA) is conducting market research/sources sought to help determine the availability and technical capability of qualified businesses providing an artificial intelligence interface that can provide customer service in a conversational manner. This is not a request for quotations or proposals, and we do not guarantee the issuance of a solicitation as a result of this notice. We will use the information we obtained from this research for planning purposes only. ...
This technology should be capable of undergoing both supervised and unsupervised learning for continuously improving its support capability. The technology should be able to remember actions and contextual details during conversations, and leverage the captured information for suitable responses to other users, as appropriate. ...
The new technology cannot require extensive training for proficiency. It must provide flexibility in offering technicians with a broad range of skillsets the opportunity to successfully share and complete tasks for the public.
This technology should support seamless transition of conversation history of authenticated users across channels and sessions. ...
8 comments:
Your flying monkey request is as likely to happen as is the request for an AI to do what they are asking. This request is far beyond what any current system is capable of at this time.
This is going to happen, many companies can provide this and are interested.
Yes I agree, there are several companies that recently got their foot in the door with SSA and they can do this.
https://techcrunch.com/2017/02/25/conversational-ai-and-the-road-ahead/
I guess a plus of this is that claimants and beneficiaries could save a copy of the conversation and if they got bad advice or SSA didn't do what they wanted, they'd have proof to use in an appeal. That is a plus over talking with someone in a field office or on the 800 number, where it's hard to show what a person actually said.
But I imagine developing a system will be quite challenging and there will still need to be humans looking things over before most changes can be put into the system.
SSA programs are so complicated that it takes years to train a human to respond adequately/completely to inquiries. I don't think Service Representatives and Claims Representatives have anything to worry about.
Better thing is a contract awarded for $7,500.00 worth of "Gr8 Retractable Gel Pen, Violet Ink, Medium, Dozen ZEB42680". That's alot of purple pens. Who writes in violet? Sounds like someone really important like purple ink since I cannot even get a decent pen in my office.
What ALJ wouldn't love to sign decisions in purple ink? Instead, the computer provides an electronic signature (not even the user's own), and in black font, which can't be changed.
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