Executive Summary
The NYS Office of Information Technology Services (ITS), in collaboration with Google and its vendor partner Egen, have successfully launched a transformative Generative AI (GenAI) Virtual Agent initiative for employer services at the Department of Labor (DOL). This landmark project, implemented on January 12th, 2026, represents DOL’s first deployment of GenAI, significantly enhancing the experience for employers interacting with state services.
The initiative was developed to address the substantial volume of employer inquiries that could be resolved through readily available website FAQs, thereby alleviating pressure on DOL staff and allowing them to concentrate on more complex issues. The project’s vision was to create a more efficient, responsive, and satisfying engagement for all state employers.
The impact of this initiative is already evident. Since its deployment, the Virtual Agents have successfully handled 37% of all employer conversations, demonstrating their effectiveness in providing essential knowledge and clear instructions. Key benefits include improved customer service through instant access to information for common questions and reduced wait times for employers needing assistance with more complex inquiries. This project marks a significant advancement in modernizing public services and optimizing the employer experience with the NYS DOL.
