Rebecca Spears

2020 TASSCC Project Awards Application of Innovative Tools to Transform the Delivery of Public Services Texas Association of State Systems for Computing and Communications Aug 2020 TWC worked in coordination with industry partners, Accenture, and Amazon Web Services, to implement a cloud-based automated virtual assistant/chat bot. Larry appears on the bottom right of the TWC website at https://twc.texas.gov/. You’ll see a box that says “Chat with Us” and when you click on that, it engages the user in a conversation. Larry the Bot is based on a Conversational Artificial Intelligence capability that uses Natural Language Processing and Amazon Lexa as key underlying… Show more TWC worked in coordination with industry partners, Accenture, and Amazon Web Services, to implement a cloud-based automated virtual assistant/chat bot. Larry appears on the bottom right of the TWC website at https://twc.texas.gov/. You’ll see a box that says “Chat with Us” and when you click on that, it engages the user in a conversation. Larry the Bot is based on a Conversational Artificial Intelligence capability that uses Natural Language Processing and Amazon Lexa as key underlying technology. In May 2020, the bot was updated to include a “request TWC contact me” form with the assistance of another vendor, Qualtrics. This has helped divert over 100,000 calls from the call centers and allowed TWC to reach customers with outbound calls bringing a new element to citizen engagement. In just 90 days, Larry the bot has assisted almost 1.5 million individuals by answering over 6.3 million questions. All three vendor partners donated their services for the first three months. Show less

Individual Star Award Texas Workforce Commission 2016