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
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The total number of nonfarm jobs in Texas registered at 14,354,600 after decreasing by 8,500 positions in February. Over the year, the state added 73,800 jobs for an annual nonfarm growth rate of 0.5 percent, outpacing the national growth rate by 0.4 percentage points. Texas’ civilian labor force registered at 15,941,800 after decreasing by 13,400 over the month. Over the year, Texas’ civilian labor force has added 121,200 people. The seasonally adjusted unemployment rate in Texas remained stable at 4.3 percent. “Texas’ over-the-year growth trajectory remains strong because we have cultivated a pro-business climate that helps employers grow and generate new opportunities for working Texans,” said TWC Chairman Joe Esparza. “The Texas Workforce Commission is investing strategically in programs that foster long-term economic prosperity across all regions of our state.” The Professional and Business Services industry had the largest private sector over-the-month increase in February after adding 6,300 jobs. In addition, Manufacturing added 2,500 jobs over the month while Information added 200. Construction posted the highest annual growth rate of any major industry for the 19th month in a row at 2.7 percent in February. “The addition of more than 121,000 people to the labor force over the year reinforces the need to make sure all Texans can participate in—and benefit from—our evolving economy,” said TWC Commissioner Representing Labor Alberto Treviño III. “The Texas workforce system is addressing the needs of today while anticipating those of tomorrow through initiatives like Texas Intern Network, which connects young Texans with employers.” The Midland metropolitan statistical area (MSA) had the lowest unemployment rate with a not seasonally adjusted rate of 3.3 percent in February. It was followed by the San Angelo MSA at 3.5 percent and the Abilene MSA at 3.6 percent. “The foundations of the Texas economy are strong, and our employers and workers are resilient and adaptable,” said TWC Commissioner Representing the Public Brent Connett. “It’s encouraging to see robust growth surging across key industries like Construction and Professional and Business Services, signaling that there is ample cause for optimism.” 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 March is scheduled to be released on Friday, May 1, 2026, at 9:00 a.m. (CT).
The Texas Workforce Commission (TWC) is now accepting applications for its Workforce Diploma Pilot Program. This funding opportunity is intended to support programs that help adult learners in Texas obtain a high-school diploma, earn industry-recognized credentials, and develop employability skills. The Workforce Diploma Pilot Program is designed to create new career pathways for adult learners. The program connects adults who have not completed high school with education providers that offer a combination of academic instruction, career training, and supportive coaching. Eligible applicants must be authorized to grant a high school diploma in Texas or partner with an accredited entity that is authorized. Applicants are also required to have at least two years of experience in dropout reengagement services for adult students. This includes experience in academic assessments, proactive coaching, employability skills training, and preparation for industry-recognized credentials. Interested organizations must submit their completed responses by May 5, 2026. The complete request for qualifications (RFQ), including all requirements and submission documents, can be found online at: https://www.txsmartbuy.gov/esbd/3202600137 . Organizations must use this portal to submit their response. All questions regarding this RFQ should be emailed to vendorproposals@twc.texas.gov .
