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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.
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