Colorado Call Center Using Virtual Assistant for Unemployment Support Line

Virtual call center agents have been used to help companies expand their hours, offer additional support and decrease overhead. They’re also a key tool in ensuring agents have the support they need to filter out the queries that don’t require a human interaction to complete.

In the state of Colorado, where unemployment rates have climbed - to over 600,000, and the state’s Department of Labor and Employment call center has been inundated with calls and unable to keep up, virtual assistants will now be used to provide necessary support to citizens.

Virtual assistants are able to understand caller needs and respond with appropriate built-in replies to remove the need to connect with a live agent for the answer.

Previously, up to 10,000 calls a day were going unanswered according to reports. 

While there will still be a hold time to speak with a live agent for more involved tasks, eliminating busy signals and assisting callers with simple tasks was the goal.
 

Callers will be able to interact 24hours a day with the virtual assistant -provided thanks to a partnership with Google (News - Alert) -  and get answers for things like reopening claims and work search requirements. They will also be able to schedule a callback time with a live agent if needed without having to wait on hold.

A recently released ReportLinker analysis  found that the global call center market will grow at a projected 5.5 percent (CAGR) and reach $496B by 2027. These predictions account for the business implications of the pandemic and the economic crisis of the times. More businesses will need ways to communicate information to their customers and will require cost efficient and productive ways to do so. As this occurs, virtual assistants will also begin to increase in demand.

Edited by Maurice Nagle