Phone Service introducing Virtual Agents

October 10, 2022

Beginning October 12, UCPath will introduce virtual agents to their phone services. The virtual agents will have the ability to answer some common questions. Over time the virtual agents will continue to be updated to handle a broader range of questions.

Employees calling UCPath will experience the following:

  • Callers, after authenticating their identity, will be greeted by a virtual agent

  • The virtual agent will be able to answer some common questions dealing with W2s, paychecks, vacation and sick accruals, direct deposit, employment verification and Public Service Loan Forgiveness forms

  • Callers will still hear the average wait time while waiting to speak with an agent

 Additional notices will follow as new features are released.