The improvements include technological upgrades and added personnel. Besides improving customer service, another goal of the chat feature is to direct customers to self-serve when possible. The chatbot is just the latest enhancement the Department has made to service an unprecedented volume of unemployment claims.
Customers should not enter claim-specific information into the chatbot as there is a not a live agent on the other end. Ordered hundreds of new laptops so more employees who must remain home for health reasons can work remotely.
For more information or to use this new tool, please visit MyUnemployment. How do I reset my pin?
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It was developed in partnership with the New Jersey Office of Innovation, and uses Google technology. Here are a few: Deated hundreds of employees as essential, trained and temporarily reased them to work for the Unemployment Insurance division.
The feature simulates a human text response to provide real-time responses to the 20 most frequently asked unemployment-related questions. In its first 3 days of operation, the chat feature engaged with approximately 50, user interactions, freeing up time for agents to focus on claims that need intervention rather than answering frequently-asked questions.
Statewide Governor Phil Murphy Lt. Go back to all press releases. How do I check my claim status? This new feature points them in the right direction to find the answer quickly.
We continue to urge customers to also read the helpful guides and information at MyUnemployment.