SSA Will Get Call Wait Times Down to ‘Single Digits’ Using AI, Commissioner Tells Employees

SSA will get call wait times down to ‘single digits’ using AI, commissioner tells employees

The new head of the Social Security Administration is looking to get call wait times down to “single digits,” as part of this strategy to make the agency a “digital-first organization.” An SSA official told Federal News Network that the agency’s monthly average call wait time dropped from 30 minutes in January to just about 12 minutes in May, when including callers who were given a “callback” option and didn’t have to remain on hold. SSA counts …

According to the Social Security Administration (SSA), the Social Security Disability Insurance (SSDI) program provides monthly payments to citizens who have a disability that may affect their work performance and also provides access to Medicare. To be eligible the person must have a disability or blindness and their payment is determined according to their work history before presenting the disability. According to the Usa.gov portal, Social S…