Registry of Motor Vehicles Virtual Assistant
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Massachusetts

Registry of Motor Vehicles Virtual Assistant

The Massachusetts Record of Motor Vehicles (RMV) contact center experienced a surge in call volume driven by thousands of daily calls in advance of the federal REAL ID deadline. Wait times became two to three times longer, and abandoned calls rose.

Year added2026
Status as of Spring 2026Deployed
Primary AgencyCentral IT / CIO Office
Approach and SolutionThe state built a web-based virtual assistant embedded across RMV pages providing real-time guidance grounded in state-approved content.
Who it ServesThe Public
Area of ImpactTransportation
AI Technology TypeChatbot, Speech & Translation, Document Processing
Level of Human OversightRoutine use (no human review required)
View the Tool / Other Resourceshttps://www.mass.gov/info-details/ask-the-rmv

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