Massachusetts Department of Transportation (MassDOT): MassDOT deployed a generative AI Virtual Assistant on mass.gov through its Registry of Motor Vehicles (RMV) pages, giving residents 24/7 access to answers about RMV services. The tool launched in July 2025 and later expanded to EZDriveMA toll-related pages. | AI Trace
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MassDOT deployed a generative AI Virtual Assistant on mass.gov through its Registry of Motor Vehicles (RMV) pages, giving residents 24/7 access to answers about RMV services. The tool launched in July 2025 and later expanded to EZDriveMA toll-related pages.
Details
The Virtual Assistant was built by Mass Digital (the state's digital services team) in partnership with the RMV, replacing an older vendor-managed chatbot that relied on prewritten answers and was limited in conversational ability. The new system is based on high-quality content from updated Mass.gov pages and was designed to handle surging demand ahead of the federal REAL ID compliance deadline in May 2025. By October 2025, the assistant expanded to EZDriveMA pages to answer toll-related questions. The RMV credited the tool as a key factor in reaching 61% REAL ID compliance by June 2025.
