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
Tuesday, August 4 | Athens, Longview, Marshall, Palestine, and Tyler
Texas added 43,400 nonfarm jobs in June to reach a total of 14,469,600 positions. Over the year, the state added 177,900 jobs for an annual growth rate of 1.2 percent, outpacing the national growth rate by 0.9 percentage points. Texas’ civilian labor force registered at 15,904,900 after adding 3,400 people over the month. Over the year, Texas’ civilian labor force has added 29,700 people. The seasonally adjusted unemployment rate in Texas registered at 4.4 percent. “Texas’ continued job growth is a testament to the strength of our employers and robust workforce development system,” said TWC Chairman Joe Esparza. “The addition of more than 177,000 jobs over the year reinforces Texas’ reputation among employers as the best place to start and grow a business.” The Professional and Business Services industry had the largest private sector over-the-month increase in June after adding 25,500 jobs. Leisure and Hospitality added 10,300 jobs over the month while Trade, Transportation, and Utilities added 6,400. “The growth of the Texas labor market highlights the incredible talent and dedication of our state’s workforce,” said TWC Commissioner Representing Labor Alberto Treviño III. “The Texas Workforce Commission is committed to ensuring every Texan has the support they need to thrive, whether through training opportunities to gain new skills or specialized programs that help our foster youth transition into successful careers.” The Midland metropolitan statistical area (MSA) had the lowest unemployment rate with a not seasonally adjusted rate of 3.6 percent in June. It was followed by the San Angelo MSA at 3.9 percent and the Abilene MSA at 4.0 percent. “With an annual growth rate of 1.2 percent, Texas continues to outpace the national average and demonstrate economic resilience,” said TWC Commissioner Representing the Public Brent Connett. “Both job seekers and employers can seek customized career services and recruitment assistance by visiting our TWC website or their local Workforce Solutions office.” Employment estimates released by TWC are produced in cooperation with the U.S. Department of Labor’s Bureau of Labor Statistics. * All estimates are subject to revision. To access this and more employment data, visit TexasLMI.com . The Texas Labor Market Information Data for July is scheduled to be released on Friday, August 21, 2026, at 9:00 a.m. (CT).
Workforce Solutions East Texas Child Care Services is proud to partner with the Panola County Chamber of Commerce to support child care leaders across the region. Through this partnership, the Chamber provides a welcoming meeting space for Directors Connect training designed to help early learning program owners and directors connect, learn, and grow together. The partnership was made possible through the support of Keri Perot-Vance, Executive Director of the Panola County Chamber of Commerce, whose commitment to community collaboration helped create a space where child care leaders can come together to share ideas, discuss challenges, and strengthen their leadership skills. The partnership began in 2025 in response to daycare owners expressing a need for accessible training opportunities. Recognizing this need, Panola County Chamber of Commerce graciously offered to host the Directors Connect training in its beautiful historic building. This collaboration provides child care professionals with the opportunity to earn professional development hours required to remain in compliance with Child Care Regulation and Texas Rising Star. Tonia Crawford and Aerial Jones, Business Industry Specialists for Child Care Services and facilitators of Directors Connect, say the program has evolved into so much more than a training opportunity. It has become a space for meaningful conversations, professional connections, and shared solutions. Through these gatherings, directors are strengthening their businesses, growing as leaders, and ultimately enhancing the quality of care provided to children and families throughout East Texas. Workforce Solutions East Texas Child Care Services is grateful for the Panola County Chamber of Commerce's ongoing support and looks forward to continuing this impactful partnership for years to come. Together, we are investing in stronger leaders, stronger child care programs, and stronger communities.
