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…
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