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 the presence of staff at the Workforce Board.

For situations in which the visitor to the website cannot find the answer through interaction with the Virtual Agent, there is a hand-off process from Microsoft Power Virtual Agent to the Live Agent, which is the staff at the Workforce Board.  The process is seamless, and the entire previous conversation with the Virtual Agent is displayed in the Omnichannel dashboard after the Agent accepts the handoff notice.  Once the handoff is accepted, the Live Agent simply takes over from where the chat conversation left off.

The deployment of this solution in Workforce Boards has resulted in as much as 70% of load reduction by staff at the Board responsible for fielding telephone 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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