EOTSS deployed a generative AI-powered virtual assistant on Mass.gov that answers questions from Massachusetts residents about state services such as the RMV, unemployment, taxes, and child support. The tool has handled more than 200,000 conversations since its April 2025 launch.

Built as a multi-agency platform, the Virtual Assistant (VA) uses generative AI and retrieval-augmented generation to answer constituent questions based on Mass.gov content in real time, 24 hours a day, and in multiple languages. It was first launched with the Registry of Motor Vehicles (RMV) in April 2025 — replacing a prior vendor-managed chatbot that relied on prewritten answers — and has since expanded to serve additional agencies including EZDriveMA, Unemployment Assistance, Taxes, Child Support, DTA, and the Department of Family and Medical Leave. The platform is built and managed by EOTSS's Mass Digital team and is designed to expand to additional agencies over time.