OPM Tests Chatbot For Retirement Services
The retirement services chatbot is designed to answer easy questions to free up call center resources for more complex inquiries.
The Office of Personnel Management is piloting a chatbot to answer retirement questions from federal employees and retirees, according to the agency’s top tech official.
Guy Cavallo, chief information officer at OPM, said that he expected agency chatbots to eventually cover four use cases: answering retirement questions, steering potential job candidates to workforce opportunities, helping federal agency human resources officials navigate OPM’s library of policy documents and helping federal employees manage their benefits.
The pilot launched in March.