How the Kansas Department of Labor has implemented AI to make it easier to file for unemployment
Until a couple of years ago, the software running the state unemployment insurance platform in Kansas hadn’t been updated since the 1970s. Customer service agents had to keep five screens open at once while trying to help people filing for unemployment compensation; one of the tools was so old that it wasn’t even possible to use a mouse, and agents had to type commands into a command line. At…
Kansas' Department of Labor has recently upgraded its unemployment insurance platform, integrating artificial intelligence (AI) to streamline the process for those filing for unemployment benefits. Prior to these enhancements, the system had remained largely unchanged since the 1970s, requiring customer service agents to juggle multiple screens and outdated tools, often causing delays and frustrations for claimants.
The revamped system now operates continuously, thanks to AI-powered internal chatbots that assist agents in responding to complex queries from claimants and employers more efficiently.
Amber Shultz, Kansas Secretary of Labor, spearheaded the technological evolution at the Department of Labor. The AI tool scans internal records, forms, and other resources in real-time throughout an agent's phone conversations. Additionally, the system analyzed the agency's extensive archive of documents, eliminating duplicate or outdated information.
As the tool is utilized, it identifies frequently asked questions that can be addressed on the agency's website. Consequently, over 90% of claims are now resolved without direct agent intervention, significantly reducing benefits processing times by nearly 80%.
The agency is also developing predictive AI tools to anticipate periods of high call volumes and recommend additional representatives to the call center. AI is further employed to generate dashboards for managers to monitor and enhance performance, as well as to identify fraudulent applications and potential software vulnerabilities.
Shultz emphasizes that the agency's approach to AI integration is intentional and focused on improving the experience for both claimants and staff, rather than merely chasing the latest technology.
While the agency envisions AI as a means to empower a lean workforce, Shultz clarifies that it is unlikely to replace human employees. She expresses pride in shifting the perception of government technology, moving away from merely replacing outdated legacy systems to building a more agile, data-driven platform. She believes that the agency is now more open to embracing any technology that can benefit its operations.
Written by urgent.news from Fast Company's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
