Kansas uses AI to streamline unemployment claims and improve service

The Kansas Department of Labor has overhauled its outdated unemployment insurance system, integrating artificial intelligence to enhance efficiency and user experience. The platform, which had not been updated since the 1970s, required customer service agents to manage multiple screens and use command-line tools. Nightly shutdowns for batch processing also caused frustration for claimants. A major upgrade completed by the end of 2024 introduced AI tools that assist agents in real-time, reducing processing times by nearly 80%. Amber Shultz, Kansas secretary of Labor, emphasized that AI helps handle the complexity of unemployment claims, which are as unique as fingerprints. The system now uses chatbots to answer most inquiries, with over 90% of claims processed without agent intervention. AI also aids in identifying fraudulent applications and improving cybersecurity. The agency is expanding its use of AI, including predictive tools to manage call volumes and dashboards for performance monitoring. Shultz stressed that the focus is on enhancing the experience for both claimants and staff, rather than replacing human workers. The transformation reflects a shift in government technology, moving from legacy systems to agile, data-driven solutions. Shultz expressed pride in the agency’s ability to embrace innovation, making it possible for a smaller team to achieve more with existing resources.