Virtual Assistant To Help Answer Unemployment Questions

Dr. Tamika Ledbetter, Commissioner of the Alaska Department of Labor and Workforce Development, announced that a new virtual help feature has been added to the department’s Unemployment Insurance (UI) website.

‘Watson’ is a virtual chat feature programmed to answer general questions about UI. The feature is found on the department’s website and the UI online application. This feature answers general questions on UI and federal programs related to COVID-19.

Dr. Letbetter first introduced the feature on April 17, discussing how Watson will help expedite the application process: “To get help to Alaskans as soon as possible and to address delays in processing, I have brought on 100 additional support staff. I know that many of the Alaskans out here have experienced long wait times. I understand that. But I want to assure you that we have put into place improved processes and we do so on a daily basis to expedite the application process. In fact, just today, a new virtual chat feature called ‘Watson’ was activated on the UI webpage. Watson will answer basic questions on unemployment insurance in a similar fashion as ‘Jen’ at Alaskan Airlines.”

She also discussed how heavy a weight the COVID-19 pandemic has put on the unemployment system: “It’s no secret that the economic disruptions caused by COVID-19 have strained unemployment insurance systems across the country. Alaska is no different. During the month of March, our Alaska UI division saw 632% increase and filings compared to the month of March 2019. In total, since this began, we have processed more than 40,000 claims. COVID-19 hit as Alaskans were preparing for our busiest season, our busiest time of year, and the economic impacts are startling.”