Last week, the Social Security Administration (SSA) announced that beneficiaries will not be able to perform simple tasks on the phone, such as change their address or check the status of their benefits. These proposed changes will hurt older and more vulnerable beneficiaries the hardest as they will be less likely to travel to a Social Security field office or have the internet skills and access to be able to verify their identity online. Among them is Sen. Elizabeth Warren , a Democrat from Massachusetts, who has asked Social Security Commissioner Frank Bisignano “to provide data by August 11, including on the total number of calls received; details about the calls taken by an artificial intelligence tool — including the percentage of calls dropped, transferred, or ended without resolving the issue; the same details about the calls taken by a human customer service representative.”
Author: Mary Liz Burns, Common Dreams
Published at: 2025-08-05 22:00:03
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