Due to the COVID-19 pandemic and the early 2020 oil crisis, the Texas Workforce Commission (TWC) experienced an unprecedented surge in new unemployment insurance claims–one that overwhelmed the agency’s website and call center. To increase engagement and communication with Texans, TWC worked with Accenture to implement a cloud-based, automated virtual assistant named Larry. To date, Larry has assisted over two million TWC customers and answered over nine million questions.​