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
Workforce Solutions East Texas is bringing back its highly anticipated Windows of Opportunity Job Fair on Tuesday, August 19, 2025. This event will take place simultaneously across all five Workforce Solutions East Texas offices, providing job seekers with direct access to hiring agents from a wide range of industries. The job fair serves as a crucial bridge between local talent and top employers, facilitating face-to-face interactions that allow candidates to explore career opportunities, network with industry professionals, and even secure interviews on the spot. Whether you're looking for a new job, considering a career change, or just starting your job search, the event offers a great opportunity to tap into the vibrant job market of East Texas. The Windows of Opportunity Job Fair will feature a diverse range of employers eager to connect with job seekers in industries such as healthcare, manufacturing, retail, logistics, and more. Below is a list of participating employers by location: 9:00 AM - 12:00 PM Longview Workforce Center 1905 W. Loop 281, Suite 40 , Longview, TX 75604 Allied Universal Security – Security Officers TDCJ – Correction Officers Express Employment of Longview – Assistants, Customer Service Reps, & Bank Tellers ADT – Sales Representatives Christus Health – Patient Access Reps., Patient Care Techs., Patient Transporters Liberty Tax-Smart Tax – Tax Preparers Modine Manufacturing – Production, Engineering Able Staffing – Warehouse, General Labor & Day Laborer Gum Springs Water Supply Corp – Field Technicians Spherion Staffing – Brazers Athens Workforce Center 205 N. Murchison, Suite 101, Athens, TX 75751 VOLT Management – Warehouse – Schneider Electric TDCJ – Correction Officers Tarra Vineyard & Winery – Servers and Housekeeping Malakoff ISD – Bus Drivers Red Dot – Welders and CDL Drivers Diamond H Ready Mix – CDL drivers Tyler Workforce Center 4100 Troup Hwy, Tyler, TX 75703 AccentCare – Care Partners Allied Universal Security – Security Officers Austin Bank – Teller, Universal Banker, Teller Operations, Telephone CSR Tyler ISD – Tylerisd.org/careers Advance Rehabilitation Healthcare – CMA ADT – Sales Representatives CCS -Community Resource, Child Care Workers Soules Foods- Various Positions, Production Elwood Staffing-Sales Rep. Mechanics 1:00 PM - 4:00 PM Palestine Workforce Center 500 E. Murchison St., Palestine, TX 75801 City of Palestine - Dispatcher, Public Works Director, Building Inspector ADT - Sales Representatives TDCJ - Correctional Officers, Parole Officers, Clerks Marshall Workforce Center 4300 E. End Blvd. S., Marshall, TX 75671 ADT – Sales Representative Christus – Patient Access Representatives, Patient Care Technicians, Patient Transporters Liberty Tax Tax Manager, Tax Preparers City of Marshall – Golf Outside Attendant, Police Officers TDCJ – Correctional Officers Gum Springs Water Supply – Field Technician
For over 14 years, Cyndi McKinney built her career in staffing, recruitment, and human resources, earning respect as a strong leader and a results-driven professional. But in an instant, everything changed. She was unexpectedly let go—a moment that could have shattered her confidence and left her feeling lost. Instead of giving up, Cyndi chose to rise. She walked into Workforce Solutions East Texas determined to find a new path, and that’s where her journey of rediscovery began. Through the Reemployment Services and Eligibility Assessment (RESEA) program, Career Navigator Korey Harrison helped her see the value in her experience, refine her resume, and uncover transferable skills she hadn’t even realized she had. With his guidance, she embraced skill-building opportunities, automated her job search with help of the Virtual Recruiter system through the Work In Texas website , and was introduced to the WIOA program for training and career advancement. Through WIOA, Specialist Eileen Taylor showed Cyndi new possibilities—certifications, training programs, and job placement services. Cyndi stayed persistent, believing that the right door would open. One day, it did. Her Virtual Recruiter led her to a job posting for a WIOA Career Navigator role—right in the same office that had been walking beside her during her hardest days. She applied for the position and just a week later, received the call she had hoped for—she was offered the job. On June 30, 2025, Cyndi stepped into her new role with Workforce Solutions East Texas, carrying not only her years of HR expertise but also the resilience of someone who has faced uncertainty and emerged stronger. "The right help at the right moment doesn't just change your path — it rewrites your story,” Cyndi said as she reflected on her journey. Today, her journey has come full circle. She’s on a mission to empower others—to be the voice that reminds job seekers they are capable, the steady hand guiding those who feel lost, and living proof that no setback is final. With courage and determination, Cyndi isn’t just building a career—she’s helping others discover their own path to rise higher than they ever imagined.
Texas’ civilian labor force achieved another new record high of 15,850,100 after adding 10,800 people over the month and marking 60 of 62 months of growth. Over the year, Texas’ civilian labor force has added 237,800 people. Texas added 198,300 jobs over the year for an annual nonfarm growth rate of 1.4 percent, outpacing the national growth rate by 0.3 percentage points. The state had 14,329,200 total nonfarm jobs after decreasing by 1,900 positions over the month of June. The seasonally adjusted unemployment rate in Texas registered at 4.0 percent after decreasing by 0.1 percentage points over the month. “The increase in the civilian labor force and the drop in the unemployment rate highlight continued strength in the Texas economy,” said TWC Chairman Bryan Daniel. “TWC provides a number of tools for both job seekers and employers as we continue to grow the Texas labor force.” The Private Education and Health Services industry had the largest over-the-month increase in June after adding 6,900 jobs. Leisure and Hospitality added 3,000 jobs over the month while Information added 1,000. In addition, the Construction industry grew by 2.4 percent over the year in Texas and outperformed the industry’s growth rate nationally by 0.9 percentage points. “As Texas thrives, TWC is dedicated to empowering working Texans to share in that success," said TWC Commissioner Representing Labor Alberto Treviño III. "Through our strong partnerships and resources like WorkInTexas.com, targeted job fairs, and essential skills training, we're helping Texans capitalize on opportunities and achieve their career goals.” The Midland Metropolitan Statistical Area (MSA) had the lowest unemployment rate among Texas MSAs with a not seasonally adjusted rate of 3.0 percent in June, followed by the Amarillo and San Angelo MSAs at 3.1 percent. “TWC supports a business-friendly environment, which attracts employers to Texas, creates new career paths, and contributes to a more prosperous workforce,” said TWC Commissioner Representing Employers Joe Esparza. "Key sectors like Private Education and Health Services continue to add thousands of jobs and highlight the opportunities for Texas employers.” 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 15, 2025, at 9:00 a.m. (CT).
