I think this is a good question too. Personally I want to see AI take over handling 100% of the calls from confused people who could have just used the website

I think this is a good question too. Personally I want to see AI take over handling 100% of the calls from confused people who could have just used the website to accomplish their task but are too clueless. Then keep enough humans to exclusively deal with all the actually worthwhile calls, like mine. (I never call unless it can’t be done online.) If people actually want a jobs program (uneconomic work created strictly for the sake of providing income), call it what it is, and at least have people fill potholes, or something else humans are actually better at than machines.