“The federal program that helps veterans with service-related disabilities explore employment and education options is using more digital tools to improve how it communicates with veterans and delivers customer service.”
“The head of the program, called the Veteran Readiness and Employment (VR&E) division under the Veterans Benefits Administration at the Department of Veterans Affairs, outlined several new modernization initiatives it implemented during the COVID-19 pandemic such as digitization and virtual video capabilities…”
“To streamline its customer service support, in 2020 the division implemented an electronic virtual assistant called e-VA to automate routine administrative tasks and create additional communications layers between veteran counselors.”
“’This is a big communications shift. It allows email communications back and forth that allows veterans to do several services that they previously couldn’t do unless they reached out to their counselor via the telephone,’ Pamperin said.”
“The AI-powered virtual assistant allows veterans to schedule and reschedule appointments, text and email their counselor, and submit documentation privately and securely from their own devices. The new platform was designed to enhance customer service and provide timely responses.”
“’There’s some artificial intelligence that it leverages in there when it looks at tone of emails and content to help drive the veteran to the service they need,’ Pamperin said. ‘Some of the ways it’s really benefited streamline functions is it allows for bidirectional email communication. … We can track responsiveness and timeliness in a much more robust fashion.'”
“The tool also sets up automatic alerts for veterans and counselors, sends follow up messages and appointment reminders, and automates documentation of routine communications. The platform will update VA’s internal case management system as veterans enter new information, which then improves continuity of care and communication capabilities.”
“Since implementation of e-VA and with a 96% adoption rate, the agency has already been able to automatically schedule 360,000 appointments, Pamperin said. This has both enabled veterans to take control of their communication with the agency and reduced workforce burden on VA…” Read more here.
Source: This Virtual Assistant Uses AI to Improve Case Management at VA – By Sarah Sybert, April 18, 2022. GovCIO.
