From Grada3:
… When Social Security beneficiaries call the SSA’s helpline, they’re greeted by a friendly virtual voice that says, “How can I help you today?”. So now, instead of waiting on the telephone line for a human assistant, the bot tries to understand what you are asking and will direct you to assistance.
This “digital-first” strategy appears to be a significant advancement on paper as it uses artificial intelligence to answer basic enquiries, free up human personnel, and provide assistance more quickly. However, the experience has not been easy for a lot of callers. …
Even though this was meant to improve the system, there are many Americans who are struggling to adapt to the new system.
- Sometimes, the AI might misunderstand you
There are many callers who reported that the bot sometimes doesn’t understand the basic questions or even sends them to the wrong department for help.
- Fewer Humans Are Available to Help
The SSA has been reducing the number of staff in local field offices and sometimes if the bot can’t help, it might take a fairly long time to reach an actual person.
- Complex Problems Still Need Real People
The SSA deals with personal and complex issues and sometimes this requires human assistance instead of help from a bot. …
1 comment:
I wonder how AI would deal with language barriers that SSA deals with on a daily basis. How about explaining the combined family maximum? Totalization? The hits can keep coming..
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