UIA launches chatbot that leverages AI to provide key information for Michigan workers, employers

Users encouraged to provide feedback that will help refine the tool

Navigating unemployment insurance just got easier in Michigan. The Michigan Unemployment Insurance Agency (UIA) has launched an artificial intelligence-powered website chatbot to deliver quick and accurate responses to questions from workers and employers.

UIA is the first State of Michigan agency to offer the innovative chatbot on its public website.

Users can rate chatbot responses using the thumbs up or thumbs down buttons and leave a comment in a dialogue box. Feedback will help UIA refine question results as well as identify content changes to the agency's website that benefit Michiganders and employers.

"We want to hear from users about their experiences, which we will use to continually improve this exciting, new service available anytime on desktop and mobile devices," said UIA Director Jason Palmer. "Provide your thoughts and suggestions in the comment feature to let us know how helpful you found the information that was provided. Our mission is to provide useful resources -- such as the Claimant Roadmap, Employer Help Center, and Economic Dashboard - so workers and employers can successfully navigate their unemployment journey."

The chatbot can be accessed 24 hours a day by clicking on the speech bubble in the lower right corner of Michigan.gov/UIA webpages viewed on either a desktop or mobile device. It quickly searches the website and related resources to find the best answer. Responses also provide links to source material so users can dig deeper into the topic.

The AI chatbot replaces the Ask Ava chatbot, which had a limited database of worker-focused information. The new chatbot is designed to provide answers on a wide range of topics of interest to workers and employers.

Five things to know about UIA's new chatbot

• Users have two ways to ask a question: Type into a dialogue box or use a microphone button to speak the question. The chatbot will return its response as either text or text-to-speech.
• If the chatbot is unsuccessful in finding key information, users will be prompted to rephrase their question.
• Conversations are tracked for up to 30 minutes, so information won't be lost during a longer conversation.
• The chatbot continually searches the Michigan.gov/UIA website every day, so any new content will be readily available to users.
• The chatbot answers general questions about unemployment. Please don't share personal identifying information such as a claim number, Social Security number, employer account number, or contact information.

A team from across UIA collaborated closely with the Michigan Department of Technology, Management, & Budget (DTMB) to plan, rigorously test, and pilot the chatbot.

"This new generative AI chatbot is part of our ongoing commitment to improving end-user experience with our digital platforms," said Kent Yunge, digital experience manager with DTMB. "UIA has been a terrific partner in piloting this new technology and has set the stage for rolling it out to the rest of State of Michigan websites over the next year."

Learn more about the State of Michigan's new AI chatbot at Michigan.gov/Chatbot or by watching this video.

UIA offers solutions for workers, employers

Using AI technology to connect users with the information they need is another way UIA is helping Michigan workers and employers under its modernization plan to be a national model for fast, fair, and fraud-free service. Some of the innovative solution-based resources UIA offers or have planned include:

• The UIA Claimant Roadmap, a six-step, user-friendly guide to applying for and understanding benefits. Find the roadmap at Michigan.gov/UIAClaimantRoadmap.
• Online Coaching Sessions, which are web-based group sessions on topics such as filing a first-time claim, understanding a Monetary Determination Letter, the protest and appeals process, and seeking work and registration requirements. The First-time Filer Coaching Session is also available in Spanish.
• A comprehensive library of helpful resources for federal employees who have been terminated can be found at Michigan.gov/FederalWorkerHelp.
• Developing a new computer system to replace the decade-old Michigan Web Account Manager (MiWAM) system. The modern MiUI system will be easy to use, speed claims processing, and build on the agency's aggressive anti-fraud tactics. It also will include plain language forms and correspondence for easier understanding of expectations.
• Expanded free legal help through the Advocacy Program to help more workers and employers with appeals of UIA redeterminations.
• The UIA Economic Dashboard, which provides a deep dive into underlying data and trends in unemployment insurance in Michigan. Find the dashboard at Michigan.gov/UIAEconomicDashboard.
• The UIA Modernization Workgroup, a coalition of thought leaders from the labor, business, and jobless advocate communities who provide insight into how the agency can better serve Michigan's workers and employers.
• The plain-language Employer Help Center at Michigan.gov/UIAEmployerHelpCenter that answers employers' questions about unemployment tax and claim issues.

Need help or have questions?

Meet with us: Schedule an in-person, phone, or virtual meeting at Michigan.gov/UIA.

Chat with us: Available through MiWAM Monday through Friday, 8 a.m. to 4:30 p.m.

Ask us: UIA's chatbot at Michigan.gov/UIA can answer general claimant and employer questions.

Search us online: FAQs, videos, toolkits at Michigan.gov/UIA. Videos on YouTube.

Talk with us: Claimants can call 1-866-500-0017, Monday through Friday, 8 a.m. to 4:30 p.m. Employers can call the Office of Employer Ombudsman at 1-855-484-2636, Option 4.