Norton Says Chatbots Are No Replacement for Federal Workers

WASHINGTON, D.C. — Congresswoman Eleanor Holmes Norton (D-DC) said in today’s Committee on Oversight and Government Reform (COGR) hearing on artificial intelligence that chatbots are no replacement for federal workers, as demonstrated by the current state of the Social Security Administration, where senior citizens now face 98-minute wait times to speak with customer service.

“AI is a tool that can empower our public servants, but it is not a substitute for passionate and committed federal workers,” Norton said. “As a direct result of the interference with the Social Security Administration, senior citizens now face 98-minute wait times to speak with customer service, crowded lobbies at field offices, and being turned away from scheduled appointments because the agency simply does not have the employees to perform its mission. Poor customer service is not efficiency; it is failing to uphold the government’s responsibility to our constituents.

“As we discuss the use of artificial intelligence in government, we must have people at the center of the conversation, including the people we represent and the federal workers who serve our country.”

Norton’s remarks follow.

Federal Workers Cannot Be Replaced By Chatbots

Government must leverage the best technology possible to meet the ever-changing needs of the people it serves.

From the creation of a national postal service to the discoveries that led to the internet, the federal government has a long history of embracing new technology to better deliver for our constituents. 

But our north star must always be service to the American people—not tax breaks for billionaires or backroom deals to benefit the richest man in the world at the public’s expense. 

As we discuss the use of artificial intelligence in government, we must have people at the center of the conversation, including the people we represent and the federal workers who serve our country.

AI is a tool that can empower our public servants, but it is not a substitute for passionate and committed federal workers.

Elon Musk and the Department of Government Efficiency have gutted so much of the federal workforce, firing tens of thousands of people under the guise of greater efficiency.  But Americans know better:  They see the negative impacts every day.

As a direct result of the interference with the Social Security Administration, senior citizens now face 98-minute wait times to speak with customer service, crowded lobbies at field offices, and being turned away from scheduled appointments because the agency simply does not have the employees to perform its mission.  Poor customer service is not efficiency; it is failing to uphold the government’s responsibility to our constituents.

Now, the Social Security Administration wants to cut an additional seven thousand employees and somehow use AI to handle calls from seniors.  That does not work, because I know that when my constituents have a problem with their Social Security, they would rather talk to a person than a computer program. The Department of Government Efficiency cuts are wreaking havoc in our communities, and it will take years to clean up the mess Elon Musk left behind.

Thank you.

###