Workforce Virtual Agent

WORKFORCE VIRTUAL AGENT

HISTORY

Workforce Investment Boards were created to implement the Workforce Investment Act of 1998 in the United States.    This was subsequently replaced by the Workforce Innovation and Opportunity Act in 2014.  Every community in the 50 US states plus the US territories of the District of Columbia, Puerto Rico, the United States Virgin Islands, Guam, American Samoa, Northern Mariana Islands, Federated States of Micronesia, Republic of the Marshall Islands, and Republic of Palau, was associated with a local workforce investment board.

As a result of this, some six hundred Workforce Boards, which are public and non-profit organizations are there to assist with job seeking, professional development and many other services.

In 2020 PartnerSource Solutions saw these organizations become overwhelmed as millions of people were suddenly out of work and requiring the services available thru the workforce boards.

Solution:  The Workforce Virtual Agent is designed to reduce the load of requests by using Artificial Intelligence from Microsoft to provide a sophisticated presence on the Workforce Board website and social media which can interact with visitors, answers questions and direct people seeking help to the appropriate resources – all without needing a staff presence at the Workforce Board.

During situations in which a visitor to your website cannot find an answer through interactions with the Virtual Agent, there is also a handing-off process from Microsoft Power Virtual Agent to the Live Agent. This is staff from the Workforce Board.  It is a seamless process, and the whole of the previous Virtual Agent conversation is displayed in the Omnichannel dashboard once the Agent has accepted the handoff notice.  Once they have accepted the handoff, the Live Agent then takes over from where the previous chat left off.

Deploying this solution in the Workforce Boards has resulted in up to 70% of load reduction by staff at the Board that is responsible for fielding call requests.

WVA Demonstration

Short demonstration of the PartnerSource Solutions Workforce Virtual Agent solutions

Microsoft case study about the workforce virtual agent

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