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AI Meets Social Security: Promising Future or Botched Upgrade?

The Social Security Administration (SSA) is embarking on a digital transformation, integrating AI to streamline operations. However, early signs, particularly a recent training video, are raising eyebrows about the initiative’s potential success.

According to reports, the SSA has introduced an “Agency Support Companion,” a ChatGPT-style bot designed to assist employees with daily tasks and boost productivity. An internal email described it as a tool to enhance workflows. Yet, feedback from within the agency suggests a less-than-stellar reception.

One source revealed to Wired that the chatbot hasn’t generated much excitement. The rollout was accompanied by a training video featuring questionable animation quality. Critically, the video omitted a crucial warning: the need to avoid uploading sensitive personal data into the program. This significant oversight compelled the agency to issue an apology and a clarifying email to employees.

Concerns extend beyond the training video. The SSA source who spoke with Wired indicated that the chatbot’s responses were often vague or inaccurate. Mockery of the graphics was also reported, with little to no adoption of the new system among the employee’s colleagues.

This isn’t the first attempt to infuse AI into social welfare systems. Brazil’s experience with its “Meu INSS” app offers a cautionary tale. Designed to handle social security claims using AI-driven analysis of submitted documents, the app has been criticized for rejecting legitimate claims based on minor errors. This has led to lengthy legal battles for many citizens.

One example highlighted by Rest of the World involves a former sugarcane worker whose retirement benefits were denied after the system incorrectly identified her as male. Such errors, coupled with the increasing digitization of social services, pose significant challenges for rural populations and those less familiar with technology.

The US’s push to modernize social security raises concerns, particularly given the reported actions of DOGE, an organization seeking to implement an “AI-first” strategy across federal agencies. Allegedly, DOGE aims to automate processes and reduce the workforce significantly. Recent incidents, such as reports of numerous living benefit recipients being incorrectly marked as deceased, have fueled fears about the potential for widespread errors and disruptions.

Adding to the unease, DOGE reportedly intends to rewrite the SSA’s codebase rapidly, potentially relying heavily on AI. Given the complexity of the task and the potential for errors, some speculate that the initiative may be a deliberate attempt to destabilize the agency, paving the way for privatization.

Whether a genuine modernization effort or a prelude to privatization, the SSA’s AI integration faces significant hurdles. The success hinges on careful planning, robust oversight, and a commitment to ensuring accuracy and accessibility for all.

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Ngoc Vy

Ngoc Vy is a tech journalist specializing in artificial intelligence, emerging technologies, and their societal impact. She combines technical rigor with on-the-ground coverage of Vietnam’s startup ecosystem, from AI ethics debates to gov-tech adoption. Ngoc Vy is also passionate about bridging the gender gap in STEM journalism.