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Agent Connections Story: Aria of United Way

Aria joined United Way’s 211 four years ago and has been chatting for about one year. When people reach out to her via chat, they are initially skeptical that she is an actual person—expecting in her stead a robot. They quickly discover that she isn’t a robot through the empathy and compassion she expresses in each chat conversation. “A lot of the individuals we’re chatting with have never been faced with situations where they needed help,” she observes. “The level of service I provide, especially in the tone of my voice, puts them at ease and creates a sense of comfort where they can be transparent.”

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