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Can a ‘Virtual Agent’ Improve the Georgia DOL’s Service?

By April 4, 2023April 14th, 2023Georgia Department of Labor (GDOL)

Virtual agentLast 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 real person at responding to complicated questions, interpreting human emotions and solving problems. While many businesses are touting the benefits of these technologies, a fair number of detractors are emerging at the same time.

It remains to be seen if the GDOL will improve, or further complicate, the user experience by using virtual agents and chatbots.

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