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Reviewed and published by trentmaziarz, July 9, 2026. Discovered and drafted by our automated research pipeline.

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.

Details

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.

Products affected

Mass.gov Virtual AssistantRMV Virtual Assistant

Sources & Evidence

Company Disclosure

Artificial Intelligence at the Commonwealth

Mass.gov (EOTSS)·Feb 2026

https://www.mass.gov/artificial-intelligence-at-the-commonwealth

Company Disclosure

Mass.gov Virtual Assistant Inquiry/Support

Mass.gov (EOTSS)·Apr 2025

https://www.mass.gov/how-to/massgov-virtual-assistant-inquirysupport

Company Disclosure

Launching the Commonwealth's first generative AI Virtual Assistant

Mass.gov (EOTSS)·Apr 2025

https://www.mass.gov/info-details/launching-the-commonwealths-first-generative-ai-virtual-assistant

Cite this record

Trace Foundation. (2026). Executive Office of Technology Services and Security (EOTSS): 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 (data as of 2026-07-09) [Data set record]. AI Trace. https://www.aitrace.org/r/practice/640e5748-b58d-43e6-9fc8-91e3479e4bde. Accessed October 8, 2026.

Stable link: https://www.aitrace.org/r/practice/640e5748-b58d-43e6-9fc8-91e3479e4bde
Data as of: July 9, 2026
Last verified: Not recorded

How to cite AI Trace

Other practices by Executive Office of Technology Services and Security (EOTSS)

ProductivityEOTSS deployed a ChatGPT-powered AI assistant for Massachusetts state employees, making it available to nearly 40,000 workers across the executive branch through a phased rollout beginning in February 2026. The state says this makes Massachusetts the first state to adopt the tool enterprise-wide.OtherEOTSS uses a formal Generative AI Policy that sets mandatory requirements for how all Massachusetts executive branch agencies may develop and use AI tools, including requirements for AI inventories, risk evaluations, and compliance with ethical standards. The policy was first published and has been updated since 2024.ProductivityEOTSS offers state agency employees a secure AI sandbox — a walled-off testing environment — that lets them experiment with generative AI tools without risking exposure of sensitive government data to public AI systems. The sandbox was established in 2024 and serves as the foundation for EOTSS's AI Center of Excellence.

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