The Social Security Administration (SSA) is taking a bold step into the future by integrating artificial intelligence (AI) into its national phone system. With nearly 70 million Americans relying on Social Security, the agency’s move aims to tackle one of its biggest pain points: long wait times and frustrating customer service experiences.
Why the SSA Is Turning to AI
Imagine calling Social Security and waiting over an hour just to get a simple question answered. That’s been the reality for many, with the SSA fielding more than 390,000 calls every day. In early 2025, the average wait time was a staggering 112 minutes, though recent improvements have brought it down to 68 minutes. Still, that’s a long time to be on hold.
To address this, SSA Commissioner Frank Bisignano announced a major technology overhaul. The goal? To modernize the phone system with AI, making it faster and more efficient for everyone. This upgrade comes at a time when the agency is also reducing its workforce and closing some field offices, making digital solutions even more critical.
Early Challenges: The AI Phone Bot in Action
While the promise of AI is exciting, the rollout hasn’t been without hiccups. Early users report that the new phone bot sometimes struggles with basic requests. For example, callers asking about missing payments have received unrelated answers about Medicare or cost-of-living adjustments. Some have had to repeat themselves multiple times before being transferred to a human agent.
Tech reporters testing the system found that while the bot occasionally provided accurate information, it often misunderstood questions or gave off-topic responses. The learning curve is real—for both the technology and the people using it.
Actionable Tips for Navigating the New System
If you need to call Social Security, here are some practical tips to help you get the assistance you need:
- Say “agent” clearly and repeatedly to be routed to a human representative.
- Keep your questions short and direct. Avoid long explanations or natural conversation, as the bot may get confused.
- Avoid using speakerphone to minimize background noise, which can interfere with the AI’s ability to understand you.
- Hang up and try again if the system isn’t responding properly.
SSA officials acknowledge that the system is still learning and improving. Factors like call quality and background noise can affect how well the AI understands you.
The Bigger Picture: Balancing Technology and Accessibility
The push for AI comes as the SSA faces budget constraints and staff reductions. While technology can streamline services, there are concerns about accessibility—especially for older adults or people with disabilities who may struggle with automated systems. Earlier this year, a proposed rule requiring in-person identity verification was reversed after public backlash, highlighting the need for flexible, user-friendly solutions.
SSA leaders emphasize that AI is meant to enhance, not replace, human service. The agency plans to expand AI to field offices and card centers later this year, aiming to improve efficiency while maintaining essential human roles.
What’s Next for Social Security and AI?
As the SSA approaches its 90th anniversary, it’s clear that technology will play a growing role in how Americans access benefits. The agency encourages beneficiaries to try the new system and provide feedback, promising ongoing improvements.
Key Takeaways
- The SSA is introducing AI to its phone system to reduce wait times and improve service.
- Early feedback is mixed, with some users experiencing misunderstandings from the AI bot.
- Saying “agent” repeatedly can help you reach a human representative.
- The system is still being refined and will improve over time.
- Technology upgrades are happening alongside staff reductions, raising questions about accessibility and support for vulnerable populations.
Staying informed and knowing how to navigate these changes can help you get the support you need from Social Security, now and in the future.