The Challenge

During the COVID-19 pandemic, the Department of Labor’s (DOL) Unemployment Office experienced an unprecedented surge in call volume as thousands of individuals sought unemployment benefits.

The massive influx of inquiries led to wait times exceeding two hours, overwhelming the call center and causing extreme frustration for those in need of immediate financial assistance. To make matters worse, staffing levels declined as the workforce transitioned to remote operations, further limiting the office’s ability to handle the surge efficiently.

The DOL urgently needed a solution to:

• Reduce excessive wait times and improve response rates.
• Automate routine inquiries to alleviate call center burden.
• Provide 24/7 self-service options for claim filing and eligibility verification.

The Solution

To address these challenges, the DOL Unemployment Office implemented Aumtech’s Intelligent Communications and Collaboration platform, revolutionizing the way unemployment claims and eligibility inquiries were handled.

The solution automated 95% of all unemployment insurance eligibility calls, drastically reducing the need for live-agent intervention. Additionally, over 80% of all inbound calls related to unemployment claims were processed entirely through self-service, allowing individuals to file claims without waiting for an agent. In situations where a customer still required human assistance, they could connect directly with a live agent via voice, screen share, and video share—all accessible directly from the State Unemployment website to truly provide an “Agent-on-Demand” experience. This ensured faster and more effective problem resolution while reducing frustration caused by long handle times and long wait times.

With 24/7 availability, claimants could now access the system at any time, eliminating the previous bottlenecks caused by limited call center hours and staffing shortages. The platform seamlessly integrated with existing DOL systems, requiring minimal changes to infrastructure while maximizing efficiency.

The Customer Experience

With Aumtech’s platform in place, individuals seeking unemployment benefits experienced a dramatic improvement in service quality.

Faster response times – No more multi-hour wait times; users could quickly verify eligibility and file claims at their convenience.

Greater accessibility – The system provided round-the-clock self-service options, ensuring claimants weren’t restricted by office hours or agent availability.

Reduced frustration – By streamlining the claim process, individuals received faster resolutions, enhancing their overall experience.

For the DOL’s call center agents, the transformation was equally impactful. Agents were no longer overwhelmed by repetitive inquiries, allowing them to focus on more complex cases and high-priority assistance requests.

The Win

By implementing Aumtech’s Intelligent Communications and Collaboration platform, the DOL Unemployment Office successfully:

• Automated 95% of all eligibility inquiries to improve efficiency.
• Enabled 80% of claimants to file unemployment claims via self-service.
• Drastically reduced call center congestion, freeing up agents for urgent matters.
• Faster escalation to live agents during critical times

The platform’s ability to scale based on demand ensured that the DOL could continue serving the public effectively, even during unprecedented spikes in unemployment claims.

Results and Value

The impact of Aumtech’s solution was profound:

• 90% reduction in wait times
• Significant improvements in CX (Customer Experience) and CSAT (Customer Satisfaction Score)

By modernizing its unemployment claims process, the DOL Unemployment Office successfully improved accessibility, reduced frustration, and ensured that individuals in need received faster, more efficient support during a critical time.