Senate Democrats are seeking more information on the Social Security Agency's use of artificial intelligence on telephone lines following reports that prevention tools have degraded services during the spring and new AI bots on telephone lines are causing service issues for callers.
“These AI programs deployed with little consultation with Congress, supporters, or other key stakeholders, appear to have been developed in a hurry, representing a troubling pattern that, if followed, significantly hinders Americans' ability to impose social security and complementary security income (SSI) benefits,” Bernie Sanders, I-VT.
SSA changed its policy to keep bills in order to perform anti-fraud checks in mid-May NEXTGOV/FCW The tool delayed processing of resignation claims, finding only two claims above 110,000, reporting that it is likely fraudulent. The fraud check came in after Doge and White House leaders repeated false claims about SSA phone lines fraud.
“Only after a massive protest, the SSA has decided to curb that policy,” reads the date June 24th, published on July 1st. “To date, SSA has not yet provided evidence or analysis indicating the need to change its policy from its anti-combustion measures prior to March.”
The letter also refers to the new AI-based chatbot with SSA's national 1-800 number. This will also be expanded by the agency to field office numbers. News reports have detailed issues with the bot, so that callers are not passing through agents, with long waits and disconnections before the callers can reach the real person.
“We received reports of service issues from members, supporters and key stakeholders, such as chatbots, where the caller responds to questions that were different from those that the caller asked or accidentally disconnected from the caller,” the letter reads.
The senator is looking for more information on phone chatbots, including how to evaluate SSAs and the AI that agents are planning to deploy this year.
However, an agency spokesperson said NEXTGOV/FCW This SSA is completely transparent about the use of AI at 800 numbers, including legislative briefings.
“The AI behind the questions and answer bots simply aligns with the words customers often ask and speak. No final answers to the caller's questions are generated,” said Stephen McGraw, a spokesman for SSA.
Last week, agency commissioner Frank Vignano told lawmakers he has a “technical agenda” for an agency that emits thousands of employees. A group of four senators appears skeptical.
“I highlight these recent cases and explain the concern that institutions appear to be inappropriate for developing and deploying AI under this administration,” the letter reads. “If SSA cannot learn from the mistakes in incorporating AI into basic phone services for beneficiaries, SSA is concerned that they will make even greater mistakes when incorporating AI into more risky tasks, particularly in roles that could endanger financial security for Americans.”
