The system will have natural language speech recognition capabilities, allowing claimants to complete an initial claim for unemployment over the telephone. In addition, the project includes voice-enabling applications for general information, continuing claims, payment inquiry, PIN maintenance, overpayment callout and job information.
"The Georgia Department of Labor's strategic goals include providing high quality, responsive and universally accessible services using state-of-the-art technology that supports effective and efficient service," said Robert Thomas, assistant commissioner of unemployment insurance. "This leading-edge, voice-enabled telephone initial claims system provides us the opportunity to increase customer accessibility to our services and increase staff efficiency, assisting us in meeting the department's important strategic goals."
