Virtual Assistant “Larry the Chat Bot” brings Automated Solution to TWC Claims Backlog
Texas Workforce Commission • April 6, 2020
The Texas Workforce Commission (TWC) has launched a new automated virtual assistant to help answer Texans' questions on the unemployment insurance (UI) process. The artificial intelligence-enabled chat bot can instantly answer many of the most common questions about the UI process. The program is expected to greatly relieve the pressure on the TWC UI website and call centers, which have seen activity spike to unprecedented levels in the wake of the COVID-19 crisis.
“Our top priority is to eliminate the backlog, get Texans registered and on the path to getting the benefits they need,” said Ed Serna, TWC executive director. “We know people are hurting, and many are facing an uncertain future. A lot of Texans are applying for benefits for the very first time. That can be hard, and even though we’ve greatly streamlined the process, the sheer weight of the demand right now is unprecedented.”
TWC’s tele-centers’ record call volume in previous crises was around 60,000 calls a day. Calls during the COVID-19 crisis rose to the millions within a week. TWC has hired new workers to augment the traditional workforce, reallocated staff from other TWC departments and added hundreds of new phone lines.
“Larry the Chat Bot” is an automated program that allows individuals to enter information relevant to their claims in a chat with a virtual assistant. “Larry” was programmed to initially understand the most common questions that people using the UI website have. This small subset of questions consumes a large portion of the call center workload. With its artificial intelligence matrix, “Larry” will “learn” more questions and more ways to help Texans over time, resulting in a much more efficient UI application process.
“This new technology is a huge step to speed up the claims application process and get Texans the help they need faster,” said Ed Serna, TWC executive director. “Automation not only makes the process work much faster, it empowers our tele-center staff as well. By taking the strain off our tele-center workers, it allows our highly trained staff to focus their effort on the more complex problems that require a human touch.”
TWC developed and launched “Larry” within a very short time period, working with a consortium of private partners. “Larry” is named for former TWC Executive Director Larry Temple, who passed away in 2019.
https://www.twc.texas.gov/news/twc-launches-new-chat-bot-unemployment-insurance-claims
On November 5, 2025, the Maude Cobb Convention Center in Longview became more than just a venue—it became a place of opportunity, gratitude, and hope. Workforce Solutions East Texas (WSET) proudly hosted its local chapter of the statewide veteran-focused hiring event, Hiring Red, White & You!, bringing together veterans, transitioning service members, military spouses, employers, and staffing professionals from across East Texas. In its 14th year, the event has grown into a vital bridge between the brave men and women who have served and the employers eager to welcome their unique skills and dedication. This year, 69 employers and 437 job seekers came together with purpose and determination. The morning began with a moving pre-event ceremony at 9:30 a.m., setting a tone of respect, honor, and inspiration. Highlighting the ceremony was a heartfelt performance by Workforce Solutions East Texas Outreach staff member Kendale Johnson, whose presence and talent captivated attendees and reminded everyone of the power of service, community, and perseverance. From 10:00 a.m. to 1:00 p.m., the convention center buzzed with energy and connection. Veterans and their spouses engaged with organizations ranging from American Electric Power and AshRoq Financial to Turner Industries and the Texas Department of Criminal Justice. For many, the event wasn’t just a job fair—it was a turning point. On-the-spot interviews and same-day job offers underscored the immediate impact of bringing these communities together. Employers left inspired as well. Ben from Money Concepts remarked, “Thank you very much for inviting me out to the job fair yesterday. This was the most organized and professionally prepared event.” Stone Bridge Professional Services reflected on the deeper meaning of the day: “The best part was getting to know the personal stories of several decorated veterans and hearing their accomplishments and what they stand for. That's the spice of life right there.” These testimonials capture the heart of the event: fostering meaningful connections, honoring service, and celebrating the resilience of those who have dedicated their lives to our country. Events like Hiring Red, White & You! highlight the extraordinary value veterans and military spouses bring to the workforce—discipline, adaptability, leadership, and unwavering dedication. In turn, employers gain access to talented individuals ready to contribute in manufacturing, utilities, logistics, public service, and beyond. Since 2012, this statewide initiative has connected over 26,000 employers with more than 153,000 job seekers, resulting in 4,300 same-day hires—a testament to its lasting impact. The 2025 Longview event was more than a job fair; it was a celebration of service, a place where stories were shared, opportunities were realized, and futures were shaped. As Workforce Solutions East Texas looks ahead to next year’s event in the Tyler region, the promise is clear: the connections forged here will continue to empower veterans, honor their contributions, and inspire communities across East Texas. Event Highlights: Total job seekers served:438 Employers represented: 69 Workforce Solutions East Texas and ETCOG thank all participants, employers, and partners who made this event a success. Together, we continue to build a stronger workforce and honor the contributions of our veterans.
Wednesday, November 5 | 10 AM - 1 PM | Maude Cobb Convention Center
SNAP Benefits are not handled by Workforce Solutions East Texas offices. Our staff members cannot assist with your inquiries regarding the Federal Government Shutdown's effect on your benefits. To aid in these concerns, we are sharing information below from Texas Health and Human Services . 2025 Federal Government Shutdown With the federal government shut down, the Texas Health and Human Services Commission is monitoring how it may impact your benefits. Check this page for updates . SNAP SNAP benefits for November won’t be issued if the federal government shutdown continues past Oct. 27. WIC WIC benefits are not affected currently. TANF TANF benefits are not affected currently. Medicaid Medicaid is not affected currently. CHIP CHIP is not affected currently. Find answers about SNAP and other benefits in the Federal Government Shutdown FAQ (PDF) .
