The PBS Frontline documentary “In the Age of AI” sheds light on the growing influence of technology in various sectors, including social services. Over the past five years, we’ve witnessed a rise in AI-powered tools like chatbots and automated eligibility screenings streamlining data collection and initial assessments within social service agencies. These advancements have facilitated faster caseloads and potentially improved accessibility for those seeking assistance. However, concerns remain regarding potential bias in algorithms and the human element of empathy being replaced by automation.

Looking towards the future, social services are likely to see a further integration of AI. We can anticipate more sophisticated AI applications that assist with personalized case management, risk assessment, and even resource allocation. Additionally, AI-powered chatbots could evolve beyond initial screenings, offering ongoing support and guidance to individuals in need. However, it’s crucial to ensure responsible development and implementation of AI to mitigate potential ethical concerns. Social services should prioritize human-AI collaboration, where technology complements the expertise and empathy of social workers, ultimately enhancing the effectiveness and reach of social safety nets.