Georgia Dept of Labor Launches Virtual Agent to Improve Customer Experience

The Georgia Department of Labor has announced a new cloud-based virtual agent to improve response and customer wait times.

State Labor Commissioner Bruce Thompson said it’s part of the department’s ongoing efforts to modernize and improve efficiency.

“Our goal is to become the most responsive agency in state government, which requires us to adapt to the demands and desires of our constituents,” said Commissioner Bruce Thompson. “Claimants that desire to self-navigate will have that option, and those that desire a live respondent deserve that option as well. With this newest introduction of technology, we are rapidly moving toward my goal of delivering incredible service and answers in an expeditious manner.”

Since its launch, the new integrated platform has already benefited nearly 1 million Georgians.

Key upgrades to the virtual agent include:

Intelligent call routing to live agents
The transition of voice services to Cisco Cloud
Activation of A.I. technologies that can respond to both voice and text
Multi-language support (English, Spanish, Chinese, Korean, and French)
Adaptable technology that evolves to serve customer needs
Self-service tools that resolve FAQs without the need to call an agent, reducing calls and driving traffic to the GDOL website

And as part of the recent upgrades, callers can now access GDOL unemployment (UI) services from a single phone number, 877-709-8185.

Calls are then routed through a series of A.I.-powered prompts to resolve common unemployment-related inquiries.

Thompson said so far, the combined virtual agent (phone and chatbot) has facilitated over 900,000 sessions, accurately routing 97 percent of requests.

Almost 65,000 customers have used the George A.I. chatbot on the GDOL website to access FAQs.

Of those, A.I. technology accurately identified requests 99 percent of the time via chat.

For more information on the GDOL virtual agent, visit https://dol.georgia.gov/.