The Education Department is contemplating terminating its contracts with call center employees in favor of an AI chatbot, driven by a desire to reduce federal expenditures. This shift, suggested by Elon Musk's Department of Government Efficiency, follows extensive layoffs and contract cancellations within the department. Currently, 1,625 employees handle over 15,000 daily calls, a staff increase initiated after difficulties during last year's FAFSA rollout. A key contract with consulting firm Accenture, which manages student aid operations, is also under review for potential reductions.
The Education Department may terminate contracts for call center employees and replace them with an AI chatbot to cut costs amid federal spending reductions.
Elon Musk's initiative points to a broader effort to streamline federal operations, resulting in layoffs and contract cancellations within the Education Department.
In response to an overwhelming influx of calls after a flawed FAFSA launch, the Education Department significantly increased call center staffing to manage inquiries.
Currently, the call centers field over 15,000 calls daily, but a recent report highlighted that many calls went unanswered during earlier FAFSA rollout.
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