In April 2025, Mass Digital launched the Commonwealth’s first public-facing generative AI tool. Working with the Registry of Motor Vehicles (RMV), the team created a Virtual Assistant that helps constituents find answers to common questions.
In just 83 days, the team turned an idea into a working tool. The Virtual Assistant handles more than 1,500 conversations each day. It has helped more than 200,000 people get accurate answers about licenses, registrations, and REAL ID.
The project was part of the Commonwealth Digital Roadmap, which calls for state organizations to collaborate on easy, seamless experiences for constituents.
Meeting urgent demand before the REAL ID deadline
Before the federal REAL ID deadline on May 7, 2025, the RMV faced growing demand from residents trying to prepare for appointments. Many people were unsure about which documents they needed to bring. Website traffic increased by 66 percent and the RMV call center saw a surge in requests for help.
At the same time, the Commonwealth wanted to improve how people interact with services online. The existing chatbot relied on prewritten answers, was limited in conversation, and used older technology.
The Commonwealth needed a tool that could:
- Give reliable, self-service support before the REAL ID deadline
- Create a long-term, state-owned solution that could support other organizations in the future
To succeed, the team needed a fast, people-centered approach focused on clear, accessible information.
Building a state-owned AI solution
Mass Digital worked with the RMV to design and launch the Virtual Assistant. The tool replaced a vendor-managed chatbot and it gave the Commonwealth more flexibility and control over the service.
The project was about more than replacing a chatbot. It created a state-owned platform that can support multiple agencies, reduce long-term costs, and improve how the Commonwealth delivers digital services.
By July 2025, the Virtual Assistant was live on the most-visited RMV pages. It gives constituents 24/7 access to accurate information. In October, the Virtual Assistant expanded to EZDriveMA pages, helping to answer toll-related questions.
Improving information through constituent-centered design
Mass Digital and the RMV used a constituent-centered design approach throughout the project. Teams worked closely with RMV experts, tested the tool with users, and improved the information behind it.
Unlike the previous chatbot, the new system depends on high-quality content. To support it, Mass Digital and the RMV updated and simplified information on Mass.gov, making answers clearer and more accurate.
Responsible innovation and experimentation
The project focused on responsible experimentation centered on constituent needs. Engineering, design, and research teams worked closely with the RMV to test ideas quickly and improve the tool based on user feedback.
The team introduced several features to improve accuracy, trust, and reliability:
- A knowledge base that updates nightly, so constituents get the latest information
- Built-in safeguards to make sure responses are clear and accurate
A custom evaluation tool that reviews conversations and flags issues, so the team can fix them within hours, not weeks
Together, these features helped the Commonwealth deliver a trustworthy and scalable Virtual Assistant in record time.
Impact for RMV customers
The Virtual Assistant has already reshaped the RMV’s digital experience:
- Nearly 200,000 conversations since launch. Use has grown quickly, with the open rate increasing from 1.29 percent to 2.92 percent.
- Answers in English, Spanish, and Portuguese 24 hours a day
- Feedback tripled, with positive responses climbing from 10 percent to 56 percent.
- Negative feedback dropped 60 percent. There was also a 40 percent decrease in people leaving pages before finishing their task.
- Real results: The RMV reached 61 percent REAL ID compliance by June 3, 2025.
As one RMV leader said, “There’s no way we would have reached 61 percent compliance without your support.”
For constituents, the benefits are simple: Faster answers, help at any time, and an easier way to complete tasks.
Collaboration across teams
The project depended on close collaboration across the organization. RMV leaders, contact center staff, and content authors worked together to shape the experience. The Registrar embraced an ambitious future-state vision that Mass Digital is helping to deliver.
The project also helped strengthen how teams work together across the Commonwealth. Shared practices for testing, feedback, and continuous improvement now serve as a model for future projects.
Building the future of digital government
The RMV Virtual Assistant shows how Massachusetts can use new technology to better serve the public. It demonstrates the Commonwealth’s ability to move quickly, focus on people’s needs, and deliver real results.
For constituents, it means a government that listens, adapts, and delivers. For other organizations, it shows how generative AI can improve customer service and access to information. And for policymakers, it highlights the value of investing in digital tools — lower costs, better services, and stronger public trust.
This is only the beginning. The platform is built to support multiple agencies and can grow over time. The RMV Virtual Assistant shows how Massachusetts can turn challenges into opportunities and deliver better services for everyone.