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North Carolina Division of Employment Security modernizes customer services with generative AI on AWS

Public Sector Blog

The North Carolina Division of Employment Security (NCDES) has modernized its customer services by implementing a generative AI-powered virtual assistant to help users navigate unemployment insurance claims.

  • Developed in collaboration with AWS and Ernst & Young
  • Chatbot launched in February 2025
  • Handled 2,700 inquiries in its first month
  • Built using AWS services like Amazon Bedrock, Amazon Lex, and AWS Lambda
  • Prioritized security and responsible AI use

The solution demonstrates how generative AI can enhance citizen services by providing 24/7 support, reducing call volumes, and improving overall customer experience while maintaining privacy and security.

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