Latest news with #Bisignano
Yahoo
5 days ago
- Business
- Yahoo
Social Security plans to add AI to phone systems: Reports
(NewsNation) — The commissioner of the Social Security Administration, Frank Bisignano, told CBS News that he believes artificial intelligence could improve customer service at the agency. Bisignano said, 'We're bringing a massive technology effort to transform the servicing agenda. We're gonna bring AI into the phone system… I intend it to be completed this year.' No taxes on overtime pay: What to know about tax break in GOP budget bill Social Security data shows that the agency receives nearly 400,000 calls each day. The average wait time for calls in April was 68 minutes, which is down from 112 minutes in January. Bisgnano said that the agency will 'meet our beneficiaries where they want to be.' This comes as the SSA announced in March that in-person identity checks would be required at local officers. However, the White House rolled back that requirement after it faced backlash. Bisignano argued that, despite the cuts to employees at Social Security, the agency's efficiency will not be affected. He said that 'through technology and process engineering,' the agency can become more efficient. Can you get unemployment benefits if you quit a job? Bisignano also wants to make sure that those who file for Social Security in 10 years will still receive all their benefits when the time comes. The Congressional Budget Office has estimated that by 2033, funds could be gone. 'There's lots of senators that I've heard from that have all ideas about how to fix it. So, we need to just go to work on how to fix it,' Bisignano said. He also said, 'Everybody is committed to Social Security for the rest of time.' Back in April, the agency announced that it would be using the social media platform X to make all announcements going forward. Social Security calculator: Figure out your monthly benefits 'The agency will be using X to communicate to the press and the public — formerly known as Twitter,' Linda Kerr-Davis, SSA Midwest-West Regional Commissioner, told employees, according to Federal News Network. 'This will become our communication mechanism.' Kerr-Davis also said that we are 'in different times now,' and 'If you're used to getting press releases and Dear Colleague letters, you might want to subscribe to the official SSA X account.' Copyright 2025 Nexstar Media, Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.
Miami Herald
5 days ago
- Business
- Miami Herald
Social Security Announces Major Change to Phone System
The Social Security Administration (SSA) plans to address growing waiting times on hundreds of thousands of daily calls by incorporating artificial intelligence. In an interview with CBS News on Wednesday, SSA Commissioner Frank Bisignano said: "We're bringing in a massive technology effort to transform the servicing agenda... We're going to bring AI into the phone system." He added: "I intend it to be completed this year." Newsweek has contacted the SSA for comment outside of regular working hours. Bisignano's suggestions for revamping the SSA phone system come as the agency continues to struggle with serving the nearly 70 million Americans reliant on Social Security benefits each month. SSA data shows that the agency deals with hundreds of thousands of calls each day, leading to increasingly long wait times on the phone. The agency's ability to meet the needs of beneficiaries has also been made more challenging by the policies of President Donald Trump's administration, such as workforce reductions and office closures driven by the Department of Government Efficiency (DOGE). According to SSA data, the agency dealt with 369,138 daily calls on average in April, down from 483,549 in March, with a monthly average of 390,825 in the fiscal year so far. Additionally, average call wait times have risen from just over an hour to 86 minutes this year, reaching a peak of 112 minutes in January following the passage of the Social Security Fairness Act. Earlier this year, the SSA announced plans to implement in-person identity checks amid efforts to combat fraud, preventing beneficiaries from verifying over the phone and requiring them to visit agency field offices. This proposal was scrapped after significant pushback and concerns it could create difficulties for those living far from in-person facilities and those unable to navigate the SSA's online portal. Prior to Bisignano's confirmation in early May, the SSA had floated potential ways to incorporate AI into its system, including the launch of an AI anti-fraud check on claims filed over the phone, which it said was "further modernizing the agency's services and strengthening program integrity." Regarding the agency's plans to cut its workforce by 12 percent to 50,000 employees, Bisignano told CBS News the SSA would be able to continue carrying out its duties "through technology and process engineering." During an address to SSA managers last week, Bisignano said that AI would prove to be a "great enabler" for employees handling their larger workloads, according to the Federal News Network. When asked whether less tech-capable recipients would benefit from the incorporation of AI, Bisignano said: "We're going to meet beneficiaries where they want to be. You want to come into a field office, we'll always be there. You want to meet us on the web, we will be there. You want to meet us on the phone we'll be there." Bisignano did not specify how exactly AI would be incorporated into the SSA's phone system, or when recipients could expect to see the changes, but said the change would be completed this year. Related Articles US Shutting Nursing Facilities Despite Ageing PopulationMap Shows States Where Seniors Are Most Vulnerable to Social Security CutsDOGE Cuts to Cause 2 Million Extra Visits to Social Security Offices: Study 2025 NEWSWEEK DIGITAL LLC.
Newsweek
5 days ago
- Business
- Newsweek
Social Security Announces Major Change to Phone System
Based on facts, either observed and verified firsthand by the reporter, or reported and verified from knowledgeable sources. Newsweek AI is in beta. Translations may contain inaccuracies—please refer to the original content. The Social Security Administration (SSA) plans to address growing waiting times on hundreds of thousands of daily calls by incorporating artificial intelligence. In an interview with CBS News on Wednesday, SSA Commissioner Frank Bisignano said: "We're bringing in a massive technology effort to transform the servicing agenda... We're going to bring AI into the phone system." He added: "I intend it to be completed this year." Newsweek has contacted the SSA for comment outside of regular working hours. SSA Commissioner Frank Bisignano speaking in Washington D.C. in March. SSA Commissioner Frank Bisignano speaking in Washington D.C. in It Matters Bisignano's suggestions for revamping the SSA phone system come as the agency continues to struggle with serving the nearly 70 million Americans reliant on Social Security benefits each month. SSA data shows that the agency deals with hundreds of thousands of calls each day, leading to increasingly long wait times on the phone. The agency's ability to meet the needs of beneficiaries has also been made more challenging by the policies of President Donald Trump's administration, such as workforce reductions and office closures driven by the Department of Government Efficiency (DOGE). What To Know According to SSA data, the agency dealt with 369,138 daily calls on average in April, down from 483,549 in March, with a monthly average of 390,825 in the fiscal year so far. Additionally, average call wait times have risen from just over an hour to 86 minutes this year, reaching a peak of 112 minutes in January following the passage of the Social Security Fairness Act. Earlier this year, the SSA announced plans to implement in-person identity checks amid efforts to combat fraud, preventing beneficiaries from verifying over the phone and requiring them to visit agency field offices. This proposal was scrapped after significant pushback and concerns it could create difficulties for those living far from in-person facilities and those unable to navigate the SSA's online portal. Prior to Bisignano's confirmation in early May, the SSA had floated potential ways to incorporate AI into its system, including the launch of an AI anti-fraud check on claims filed over the phone, which it said was "further modernizing the agency's services and strengthening program integrity." Regarding the agency's plans to cut its workforce by 12 percent to 50,000 employees, Bisignano told CBS News the SSA would be able to continue carrying out its duties "through technology and process engineering." During an address to SSA managers last week, Bisignano said that AI would prove to be a "great enabler" for employees handling their larger workloads, according to the Federal News Network. What People Are Saying When asked whether less tech-capable recipients would benefit from the incorporation of AI, Bisignano said: "We're going to meet beneficiaries where they want to be. You want to come into a field office, we'll always be there. You want to meet us on the web, we will be there. You want to meet us on the phone we'll be there." What Happens Next? Bisignano did not specify how exactly AI would be incorporated into the SSA's phone system, or when recipients could expect to see the changes, but said the change would be completed this year.
Time of India
24-05-2025
- Business
- Time of India
How Google Search may have 'helped' in the appointment of Donald Trump's new head of the Social Security Administration
Frank Bisignano , the recently sworn-in head of the US Social Security Administration ( SSA ), reportedly told the agency staff that he had to use Google Search to learn about the position when it was initially offered to him by the Trump administration. ABC News reported that Bisignano , a former Wall Street executive, made this disclosure during a town hall meeting with Social Security managers from across the country earlier this week. He also stated that he was not actively seeking a position within the Trump administration when he received the call offering him the role, the report noted. According to an audio recording of the meeting obtained by ABC News, Bisignano said: 'So, I get a phone call and it's about Social Security. And I'm really, I'm really not, I swear I'm not looking for a job. And I'm like, 'Well, what am I going to do?' So, I'm Googling Social Security. You know, one of my great skills, I'm one of the great Googlers on the East Coast. I'm like, 'What the heck's the commissioner of Social Security? Put that as the headline for the Post: 'Great Googler in Chief. Chief in Googler' or whatever.' Frank Bisignano's experience and how it can be good for the Social Security Administration Bisignano now heads one of the largest federal agencies, responsible for distributing retirement, disability, and survivor benefits to over 70 million Americans. During the meeting, he repeatedly lamented media leaks from within the agency, the report added. by Taboola by Taboola Sponsored Links Sponsored Links Promoted Links Promoted Links You May Like Добро пожаловать в Аравию SAUDI Забронировать Undo Despite bringing to the role his experience as former chairman and CEO of financial technology firm Fiserv Inc., where he managed large organisations and complex payment systems, he has no prior government experience or direct background with the Social Security system. In a statement to ABC News, a Social Security official said, Bisignano is 'working to transform the agency into a premier service organisation. He is visiting offices and meeting employees to hear their ideas for how the agency can better serve customers in-person, on the telephone, and online. As the Commissioner evaluates the agency, he has been clear that SSA will have the right staffing to deliver Americans their hard-earned benefits. Clearly, Commissioner Bisignano was poking fun at himself so that everyone in the room felt comfortable having an open conversation about improving service for the American people.'
Time of India
24-05-2025
- Business
- Time of India
'Great Googler in Chief': Man in charge of 70 million Americans had no idea about his job
The recently appointed Social Security Administration chief, who previously worked on Wall Street, informed staff that he had to search online about the position when it was initially offered. ABC News acquired audio from Frank Bisignano 's management meeting. During a meeting with Social Security managers nationwide on Wednesday, the newly confirmed head of the Social Security Administration disclosed that he lacked knowledge about the role when the Trump administration first approached him. Frank Bisignano, who previously held executive positions in the financial sector, made this admission during a town hall session. "So, I get a phone call and it's about Social Security. And I'm really, I'm really not, I swear I'm not looking for a job," Bisignano stated, according to the recorded audio obtained by ABC News. "And I'm like, 'Well, what am I going to do?' So, I'm Googling Social Security. You know, one of my great skills, I'm one of the great Googlers on the East Coast." by Taboola by Taboola Sponsored Links Sponsored Links Promoted Links Promoted Links You May Like How Much Does It Cost to Rent a Private Jet - The Prices May Surprise You! Private Jet I Search Ads Learn More Undo "I'm like, 'What the heck's the commissioner of Social Security?'" said Bisignano, who now leads one of the largest federal organisations responsible for providing retirement, disability and survivor benefits to over 70 million Americans. Despite having no prior experience in government or with Social Security, Bisignano—formerly the CEO of fintech giant Fiserv—brings decades of leadership managing complex financial systems. Live Events Meanwhile, talking to employees, Bisignano reassured staff that Social Security is here to stay. 'This is America's safety net—it's not going away,' he emphasized. 'Guess who wants me to tell people that? The president.' Bisignano's appointment sparked protests from some lawmakers and advocacy groups who feared his background in finance and corporate leadership signaled a move toward privatization. Demonstrators gathered at the Capitol earlier in May ahead of his Senate confirmation. He acknowledged the backlash with a touch of humor: 'Did you know there was a protest against me?' he asked staff. 'I like that protest—I want to prove them so wrong. This is going to be the most fun I've ever had.' Referencing his working-class roots, he added, 'A poor boy from Brooklyn, from a multi-generational household with a dad who worked in federal government—and now senators are picketing that I'm going to ruin it? No way. I'm here to make it great.'
