On October 12, UCPath introduced virtual agents to its phone service. Employees calling UCPath now experience the following:
- After authenticating their identity, callers will be greeted by a virtual agent.
- The virtual agent can answer several common questions, such as questions about W-2s, paychecks, vacation and sick accruals, direct deposit, employment verification, and Public Service Loan Forgiveness forms.
- Callers will still hear the average wait time while on hold to speak with an agent.
The virtual agent feature will continue to be updated over time to handle a broader range of questions. UCPath will share more information as additional new features are released.