Georgia Department of Labor (GDOL)

Last month, the Georgia Department of Labor (GDOL) announced that it would be deploying new technologies designed to improve customer service. Specifically, the agency cited strategic improvements to its cloud-based virtual agent, an artificial intelligence (AI) solution and enhancements to the GDOL’s phone system and website chatbot, George A.I. While the GDOL states that these AI-based technologies will improve the customer experience, we remain skeptical. After all, a virtual agent is less skilled than a…