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Reviewed and published by trentmaziarz, July 7, 2026. Discovered and drafted by our automated research pipeline.
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.
Products affected
RMV Virtual Assistantmass.gov RMV pagesEZDriveMA
Sources & Evidence
Company Disclosure
Cite this record
Trace Foundation. (2026). 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 (data as of 2026-07-07) [Data set record]. AI Trace. https://www.aitrace.org/r/practice/e727f19e-93a2-46bb-bd1c-9c52fc97e308. Accessed October 5, 2026.
- Stable link
- https://www.aitrace.org/r/practice/e727f19e-93a2-46bb-bd1c-9c52fc97e308
- Data as of
- July 7, 2026
- Last verified
- Not recorded
Other practices by Massachusetts Department of Transportation (MassDOT)
ProductivityMassDOT integrated GitHub Copilot into its internal IT department in summer 2024, giving software developers an AI tool that suggests and completes code as they write it.Data AnalysisMassDOT tested an AI framework developed with UMass Lowell that analyzes aerial photographs to automatically detect and classify crosswalks across the entire state of Massachusetts, identifying approximately 88,000 crosswalks in 2021 imagery.ProductivityMassDOT deployed HEKA (Highway Engineer Knowledge Assistant), an internal AI chatbot that helps highway engineers quickly find answers to questions about project rules, regulations, and design specifications. The tool went live in November 2024 and is used daily by engineers across the Highway Division.
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