The Virtual Assistant (VA) is a Gen AI powered chatbot available on Mass.gov that helps the public quickly find information, navigate applicable services, and get answers to common questions.
- This page, Mass.gov Virtual Assistant Inquiry/Support, is offered by
- Executive Office of Technology Services and Security
Mass.gov Virtual Assistant Inquiry/Support
The Details
Overview
The Virtual Assistant (VA) is a Generative AI-powered chatbot deployed across applicable Mass.gov pages for onboarded agencies. It helps users find information, navigate services, and get real-time answers based on Mass.gov content through a simple, conversational chat experience with the VA.
Built as a multi-agency platform, the VA provides a consistent and scalable support experience and continues to improve through analytics, prompt tuning, content updates, and enhancements. The VA is used by the public on Mass.gov for services like RMV, EZDriveMA, Unemployment Assistance, Taxes, Child Support, DTA, DFML, MyMassGov, and more. Agency and department staff engage with the VA team for onboarding consultations, content review, accessibility, performance insights, enhancements, and support.
How to request
Service Level Expectation (SLE)
Mass.gov Virtual Assistant Inquiry/Support
| SLE | Responsibilities/Dependencies |
|---|---|
| Fulfillment: This service was recently introduced as a formal offering in our Product & Service Catalog. All new request items will be evaluated by EOTSS, who will set and communicate a standard SLE. In the interim, the response time for this request will be monitored and reviewed based on the complexity of each individual case. End Users can expect to be informed of the estimated response time (SLE) during the intake stage of the request. | Customer
EOTSS
|
Policies
Contact
Phone
EOTSS End User IT Service Desk
Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629
Support for Commonwealth end users and IT support personnel