The Massachusetts RMV deployed a generative AI-powered Virtual Assistant in April 2025 that answers questions from Massachusetts residents about driver's licenses, vehicle registrations, and REAL ID requirements, available 24 hours a day in multiple languages. The tool handles more than 1,500 conversations per day and has assisted more than 200,000 people since its launch.

Built by the state's Mass Digital team in partnership with the RMV and Northeastern University's Burnes Center for Social Change, the Virtual Assistant replaced a vendor-managed chatbot that relied on prewritten answers and older technology. The new system uses a nightly-updating knowledge base drawn from Mass.gov content, built-in safeguards for accuracy, and a custom evaluation tool that flags conversation issues for the team to fix. By July 2025 it was live on the most-visited RMV pages, and in October 2025 it expanded to EZDriveMA toll-related pages. According to a Pioneer Institute policy brief, the tool has reduced RMV agency calls by approximately 1,000 per day and cut email volume by approximately 200 per week.