The Social Security Administration (SSA) has announced it will implement artificial intelligence to improve office efficiency.
According to Newsweek, SSA says the move would not only improve efficiency, but also accuracy of hearing recordings and transcriptions.
The Hearing Recording and Transcriptions (HeaRT) system is expected to be part of the agency’s everyday functions by March 17.
The system would replace outdated hardware and is part of the agency’s push to modernize. The software would be applied across all hearing formats, such as telephone, in-person, and video hearings. In a press release, the agency said the new technology would eliminate bulky recording equipment and technical failures.
Through decreased dependence on manual transcription and hardware upkeep, the SSA expects to save approximately $5 million annually. Additionally, the agency foresees that the enhanced system will help reduce backlogs and enable administrative staff to prioritize other essential responsibilities.
The HeaRT system aims to improve both efficiency and accuracy during hearings process for Social Security applicants, while reducing delays, costs, and improving services for over 500,000 customers.
National Artificial Intelligence Advisory Committee member and professor Daniel Ho told Newsweek that AI can “play a big part” in modernizing the agency.
“Our benefits systems need to be modernized, and AI can play an important role given the challenges of backlogs, inconsistencies, and delays to serve claimants more effectively,” Ho said. “But we must also do so mindfully, evaluating the potential for harms and errors. Automated transcription systems, for instance, can still hallucinate, and evaluation and human review will be important safeguards.”
Lee Dudek, acting Commissioner of Social Security, also told Newsweek in a statement that the replacements will improve services.
“By eliminating outdated systems and replacing them with innovative software that is proven to work, we are improving our services for Americans and saving millions each year,” Dudek said. “Good government means finding ways to do better, and implementing the HeaRT system nationwide is a clear demonstration of just that.”
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