Jordan LaPier
(202) 495-3320

How VA used chatbots to deliver better services during the COVID-19 pandemic

January 26, 2021

The COVID-19 pandemic has challenged agencies to deliver key services to their customers. As traffic to VA call centers drastically increased during the early stages of the pandemic, the department decided to create a new chatbot that helps the agency respond quickly to veterans’ questions, provides patients with critical information and anticipates customer needs.