The Office of Personnel Management (OPM) is eyeing artificial intelligence to modernize its decades-old retirement services process, MeriTalk reported. Currently, the process relies heavily on paper documents and mailed forms, according to OPM Director Scott Kupor.
The agency’s retirement processing system remains largely manual, with human resources and payroll departments still sending documents through traditional mail channels. He argued that AI could significantly improve both efficiency and service quality.
“There’s no question if we can actually give you a very simple AI bot that you could communicate with via chat, or ways in which we can automate the call center operations so that you don’t have to talk to a live agent, but you can actually do the things you need to do more basically, like it’s just obvious that that’s a better solution,” Kupor said while speaking at the UiPath Fusion conference on May 5.
The OPM director emphasized that the goal is not to replace agency employees, but to free them from routine tasks so they can focus on work that requires human expertise and judgment.