Illinois Department of Employment Security
Enhancing Unemployment Claims Support with a Rapid Response Virtual Agent
Public SectorBusiness Impacts
Achieved an estimated $100M in cost savings.
Handled 140,000 queries daily with seamless efficiency.
Provided 24/7 live chat support, ensuring constant availability.
Delivered a 94% accuracy rate in query responses.
Customer Key Facts
- Location : United States
- Industry : Government
Problem Context
The Illinois Department of Employment Security (IDES) is the leading provider of workforce services, driving economic growth and stability across the state. IDES delivers vital employment services to residents and employers, offers critical labor market insights, and manages unemployment insurance programs.
During the COVID-19 pandemic, IDES faced an overwhelming surge in unemployment claims as individuals sought federal and state pandemic assistance, including Federal Pandemic Unemployment Compensation (FPUC). To efficiently handle the influx of inquiries related to unemployment benefits, IDES needed a robust chatbot and telephony solution capable of managing 37 core queries related to benefits and compensation.
Challenges
- Frequent clashes between similar intents caused confusion in responses
- Lack of real-time integration between Dialogflow and the CMS for timely responses
- Difficulty managing real-time updates to links and labels within the CMS
- Manual processes slowed down the transition from development to production environments for both the CMS and Dialogflow agent
- No seamless handoff process between Dialogflow and Cisco telephony for live agent transfers
Technologies Used
Dialogflow
Google Cloud Platform
Node.js
Google Sheets
Cisco
Solution
- Developed and launched a Rapid Response Virtual Agent, handling 3.2 million inquiries within the first two weeks.
- Trained the virtual agent on 100+ custom intents in just four weeks, tailored to unemployment claim-related queries.
- Expanded capability to manage over 120 different types of user queries for enhanced support.
- Integrated with a content management system, allowing IDES staff and SMEs to easily update and modify responses.
Results
- Managed over 5.8 million conversations through the virtual agent.
- Handled 40,000 after-hours calls per night via the phone virtual agent.
- Ensured 99.99% of claimants received timely unemployment benefits.
- Delivered first payments to 75% of claimants within two weeks.
- Managed over 5.8 million conversations through the virtual agent.
- Handled 40,000 after-hours calls per night via the phone virtual agent.
- Ensured 99.99% of claimants received timely unemployment benefits.
- Delivered first payments to 75% of claimants within two weeks.
