How AI is Changing Social Security Customer Service

The SSA's "digital first" push means its AI chatbot is answering more and more customer service calls. Older Americans share ...
The Boston Globe

Social Security pulls field office staff to answer overwhelmed phone line

The Social Security Administration is surging staff to its customer service phone operations in the latest effort to address a massive influx of calls that has overwhelmed its struggling 1-800 number.

Is the government shutdown 2025 affecting my Social Security check? See if you'll get paid

The federal government shutdown 2025 is now on Day 20. Here's what to know about your Social Security payments.
Kiplinger

Need to Call Social Security? Be Ready to Hold

If you need to call Social Security, expect a long wait to get someone on the line. While the agency says it’s using technology to reduce call times, news reports say phone waits have exploded. An ...
CNN

Social Security’s telephone customer service sucks, acting leader admits. Many senior citizens agree

Social Security’s acting commissioner recently said out loud what many beneficiaries are thinking these days — the agency’s telephone customer service can “suck.” “We need to show how bad we suck on ...
CNN

Social Security says agents answer the toll-free phone line in 8 minutes, on average. Here’s why that’s misleading

As Social Security Commissioner Frank Bisignano tells it, callers only had to wait an average of 8 minutes to speak to an agent on the phone in July. “We had a bold goal of single-digit wait time on ...
WRAL

Social Security says agents answer the toll-free phone line in 8 minutes, on average. Here’s why that’s misleading

(CNN) — As Social Security Commissioner Frank Bisignano tells it, callers only had to wait an average of 8 minutes to speak to an agent on the phone in July. (CNN) — As Social Security Commissioner ...