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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Workforce Solutions East Texas recently hosted a Pop-Up Job and Resource Fair in Carthage, creating a one-stop shop for local residents seeking employment opportunities and support services. The event welcomed 32 job seekers, connected them with 4 local employers, and provided access to 3 community resource partners—all working together to help ease the career journey for Panola County residents. The goal of the fair was simple but impactful: bring direct assistance, meaningful connections, and additional support together in one place. Job seekers had the opportunity to speak directly with employers, explore available jobs, and connect with community organizations offering resources that can help remove barriers to employment. A highlight of the event was the introduction of Workforce Solutions East Texas’ new Mobile Career Center. The mobile unit is equipped with computers and employment resources and will be available every Wednesday at the Panola County Chamber of Commerce, giving residents continued access to services without needing to travel to a physical office. We were proud to co-partner on this event with our friends at the Panola County Chamber of Commerce, whose continued support of workforce development plays a vital role in strengthening the local community. Their commitment to connecting people with opportunity aligns closely with the mission of Workforce Solutions East Texas. Events like the Carthage Pop-Up Job and Resource Fair demonstrate the power of collaboration and community-focused solutions, helping residents take the next step toward meaningful employment and long-term success.
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