How the Kansas Department of Labor has implemented AI to make it easier to file for unemployment

Until a couple of years ago, the software running the state unemployment insurance platform in Kansas hadn’t been updated since the 1970s. Customer service agents had to keep five screens open at once while trying to help people filing for unemployment compensation; one of the tools was so old that it wasn’t even possible to use a mouse, and agents had to type commands into a command line. At night, the whole system had to shut down for batch processing, so if someone who’d lost their job tried...