United StatesPublic sector2022 – ongoingGovernment of Wisconsin
Mattie Moo unemployment-insurance chatbot
Wisconsin's Mattie Moo answered unemployment questions around the clock in 3 languages
Problem
Wisconsin's unemployment agency faced heavy demand for help with benefit claims. Residents needed accessible answers outside normal service hours.
Approach
The Department of Workforce Development deployed Mattie Moo as a virtual chatbot for unemployment-insurance questions. It answered frequently asked questions in English, Spanish and Hmong and helped residents through claim filing.
Results
Takeaway
The chatbot provided multilingual access to routine information. Wisconsin did not disclose its answer accuracy or a measured reduction in staff workload.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
In a Google-funded discussion, Wisconsin's workforce secretary described the operating chatbot. She reported round-the-clock availability in 3 languages and coverage of over 100 frequently asked questions.
Full details are in the original sources.