In 2020 the pandemic sent unemployment numbers skyrocketing. What was once a routine task doubled — if not tripled — in scope.
“It really was the project that had the biggest crisis with respect to the needs of the community and the volume of clients that we were seeing,” he said.
In an effort to continue providing quality advice to a larger number of inquirers, VOLS turned to Josef to automate unemployment insurance advice and streamline how they facilitate common inquiries. VOLS now redirects inquiries to the bot and a preprogrammed chat – using an easy-to-use and unintimidating communication style – collects their questions and automatically provides guidance. For inputs that the bot can’t answer, the requests are automatically triaged and forwarded to the proper member of the VOLS team.
For Kempner, automating high-volume tasks like this one was an obvious choice to benefit both his team and their clients.
“We now have this other tool that allows you to get an answer quicker, that is always a good thing for us. As opposed to calling us in the middle of the night when we’re not here anyway that’s a good thing.”