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 Wednesday, November 5, Workforce Solutions East Texas hosted the region’s largest hiring event of the year at the Maude Cobb Convention Center in Longview, as part of the Texas Workforce Commission’s 14th annual Hiring Red, White & You! statewide initiative. The event honored veterans with an opening ceremony at 9:30 a.m., followed by a job fair from 10:00 a.m. to 1:00 p.m. open to the public. About 70 employers participated, offering opportunities for veterans, transitioning service members, military spouses, and other job seekers. “East Texas is blessed to have so many vets to call our neighbors,” said Doug Shryock, Lt. Col. USAF (Ret.), Executive Director of Workforce Solutions East Texas. “Knowledge, skills, and abilities—hard-won across the country and around the world—make our communities stronger and more vibrant. Our employers need these valuable resources.” This year’s event was part of a statewide effort to support veterans in their transition to civilian careers. Since its launch in 2012, Hiring Red, White & You! has connected over 153,000 job seekers, including 52,000 veterans, with more than 26,000 employers across Texas. A representative from a participating employer, Stone Bridge Personnel Services, shared, " The Veteran Job Fair in Longview was a huge success! Sooo many people came out that we barely got a break the entire time! 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. And we're about to fill heaps of new positions using all this new talent! Good times ahead." “ It’s important that we continue to serve those who served, and do so with priority, resources, and commitment,” said TWC Chairman Joe Esparza. “Hiring Red, White & You! events make a difference in the lives of veterans across 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) .
