New York City – The Social Security Administration (SSA) is planning a big update this year. According to Commissioner Frank Bisignano, the SSA will soon add artificial intelligence (AI) to its phone systems to improve customer service for nearly 69 million Americans who receive benefits each month.
“We’re bringing a massive technology effort to transform the servicing agenda,” Bisignano told CBS News. “We’re going to bring AI into the phone system… I intend it to be completed this year.”
Why This AI Update Is Important
The SSA receives about 390,000 calls every day, and many people complain about long wait times. In April 2025, the average wait time was 68 minutes, which is still high, but better than the 112-minute average in January.
With AI, the SSA hopes to cut down these wait times by answering basic questions faster, helping people get information quicker, and making the process smoother for everyone.
Bisignano added, “You want to come into a field office? We’ll be there. You want to meet us on the web? We’ll be there. And if you want to meet us on the phone, we’ll be there.”
Concerns Over Identity Checks and Office Closures
In March, the SSA said it would require in-person identity checks for both new and existing beneficiaries. This policy faced strong backlash, especially from senior citizens, because many would have had to travel long distances—some even 45 miles or more—to visit a Social Security office.
After public pressure, the White House changed the rule in April, allowing seniors to verify their identity over the phone instead.
At the same time, the SSA is reducing staff. In February 2025, the agency said it would cut its workforce from 57,000 to 50,000 employees, which is about a 12% reduction. The Department of Government Efficiency (DOGE), led by Elon Musk, has also listed several field offices for closure.
Many people wonder how the SSA will maintain service quality with fewer workers and fewer offices.
Commissioner Says Technology Will Fill the Gap
Despite fewer employees and office closures, Bisignano believes that technology can bridge the gap. He said, “Efficiency can be achieved through technology and process engineering.”
He also stated that seniors won’t be left behind and that SSA services will remain available across different platforms, whether online, over the phone, or in-person.
Is Social Security Running Out of Money?
This year marks the 90th anniversary of Social Security. But as the U.S. population gets older, the system is facing financial challenges. According to the Congressional Budget Office, the retirement fund may run out by 2033 unless changes are made.
Even so, Bisignano is trying to calm fears. He said many lawmakers are actively working on plans to fix the system, and future retirees—including those applying in 10 years—will still receive their full benefits.
“Everybody is committed to Social Security for the rest of time,” he added.
The SSA’s plan to add AI to phone services is part of a larger effort to modernize and improve how Americans receive their benefits. While there are concerns about staff reductions and office closures, the use of AI and other technologies may help reduce wait times and make services easier to access.
Social Security may be facing long-term financial issues, but for now, efforts are being made to secure its future and ensure every American gets the support they’re promised.
