Having trouble with the Social Security AI phone bot? Here are some tips to make your life easier

As part of the “efficiency improvements” being implemented at the Social Security Administration, a new artificial intelligence system has been incorporated to help deal with call traffic. Now as anybody knows, trying to get pass an automated phone system to speak to a human in customer service can be frustrating, even more so when there’s an unprepared AI bot running the show.

That has been the experience of people who are accustomed to dealing with the SSA like Philadelphia-based attorney Jennifer Burdick as reported by The Washington Post. She told the newspaper that in one case, she and a paralegal had to call the SSA multiple times to enquire about a client’s missing disability check before they were finally passed to a human to resolve the matter.

To verify what they were being told, reporters at the newspaper called to find out for themselves. When they asked to speak to an agent, the AI bot asked for a brief explanation of what the call was for.

When the reporter said she hadn’t gottenher April check, the AI bot informed her about the cost-of-living adjustment, Medicare Part B’s premium and retirement benefits available. It took eight maddening tries to finally get transferred to a human agent.

Tips to get past SSA’s new AI phone bot

Blake Stimac at CNET ran his own tests of the system, and while he says that his experience wasn’t quite as exasperating as the Post’s reporter, he found that when the AI bot went off the rails, it was a real train wreck. However, out of his trails and errors he came up with some simple recommendations.

First off, avoid having any noise disturbances that might affect what the AI bot hears. Don’t use speakerphone, speak directly and clearly into the microphone. Beware that if you have a poor connection, you may want to hang up and try again to see if you get a better signal.

Next, remember that you are dealing with a computer and not a person. Furthermore, the SSA’s AI system is nothing like others available such as ChatGPT. So, focus on getting to an agent and don’t bother trying to explain your problem to the AI bot.

Additionally, keep the number of words you use to a minimum. More specifically just use the word ‘agent’. And if the robot is spinning you around in circles, best just to hang up and try again until you are successful at getting transferred.

Beware though that DOGE has made major cuts to SSA staff and wait times have gotten longer reports USA TODAY. The SSA states that since Trump has been in office, the average wait time is nearly 90 minutes, almost 50% longer than under the Biden administration.

The outlet’s own experience was between 90 minutes and 150 minutes with the line disconnecting on a number of occasions before getting through to an agent. So be ready to have a good dose of patience on hand if you have to call SSA.

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