MICROSOFT WORKFORCE VIRTUAL AGENT
Microsoft Dynamics Workforce Virtual Agent: Streamlining Workforce Board Services
Microsoft Workforce Virtual Agent was developed to address the increasing demand placed on Workforce Investment Boards across the United States. Originally created under the Workforce Investment Act of 1998, these boards were designed to assist job seekers and provide professional development services.
By 2014, the Workforce Innovation and Opportunity Act took over, mandating that every community in the 50 US states and territories—including the District of Columbia, Puerto Rico, and others—be associated with a local Workforce Investment Board. This has resulted in over 600 Workforce Boards across the nation, many of which are public and nonprofit organizations focused on helping people find employment and access critical services.
By 2020, Partner Source Solutions recognized that many of these boards were becoming overwhelmed due to a sudden surge in demand for their services as millions of people lost their jobs. In response, we introduced the Microsoft Dynamics Workforce Virtual Agent to help reduce the strain on these organizations.
The Power of Microsoft Workforce Virtual Agent
The Microsoft Workforce Virtual Agent is powered by AI from Microsoft, designed to handle high volumes of requests without requiring constant human intervention. It integrates directly with Workforce Board websites and social media platforms, providing a sophisticated, automated interface that interacts with visitors, answers questions, and directs users to the appropriate resources. This allows boards to offer 24/7 assistance without the need for staff to be physically present.
One of the key features of the Microsoft Dynamics Workforce Virtual Agent is its ability to seamlessly hand off conversations to live agents when necessary. If a visitor cannot find the information they need through the virtual interaction, the system transfers the conversation to a live agent using the Microsoft Power Virtual Agent system. The entire chat history is made available to the live agent via the omnichannel dashboard, allowing them to pick up exactly where the virtual conversation left off.
The Impact of the Microsoft Workforce Virtual Agent
Deploying the Microsoft Workforce Virtual Agent across Workforce Boards has had a significant impact, leading to a 70% reduction in staff workload for handling calls and requests. This AI-driven solution ensures that Workforce Boards can provide essential services to a growing number of people while maintaining efficiency and reducing operational burdens.
Partner Source Solutions is proud to offer the Microsoft Dynamics Workforce Virtual Agent as a solution to streamline and enhance Workforce Board services. If your organization is looking to optimize its support processes, reduce workloads, and provide seamless service to users, contact us today to learn more.
WVA Demonstration - Microsoft Dynamics Workforce Virtual Agent
Short demonstration of the PartnerSource Solutions Workforce Virtual Agent solutions
