Orleans County DSS introduces new virtual phone assistant, EVA

Press Release, Orleans County Department of Social Services

ALBION – The Orleans County Department of Social Services (DSS) will be launching a new AI-powered virtual phone assistant named EVA to better help residents who call Temporary Assistance.

EVA will be available during business to answer questions. DSS believes that having EVA handle calls for basic information will allow staff to spend more time directly helping families in need. The new system will operational this Monday, March 16.

“We have been testing this system as a way to better support and respond to residents attempting to reach Temporary Assistance,” said Cyndi Stumer, deputy commissioner of DSS. “EVA can quickly provide the necessary information to callers looking for things like office locations, hours, phone numbers and much more, without the caller having to navigate through multiple layers.”

Diane Kephart, director of Temporary Assistance in DSS, said one of the big advantages of the new system is that those who call can speak their native language and EVA will adapt accordingly.

“By automatically adapting to each caller’s native language, our new AI system ensures that Temporary Assistance services are easily accessible , removing language barriers, reducing misunderstandings, and empowering families to get the support they need,” said Kephart.

To reach EVA, call 585-589-7000, then press 4. EVA will then ask how she can help.