Case Study
Customer Convenience: Award Winning AI Chatbot for Registry Experiences
Project Overview
Building upon the success achieved by NeuroSoph’s Specto AI Platform on mass.gov, the Executive Office of Technology Services and Security (EOTSS) partnered with NeuroSoph to extend the implementation of the Ask MA AI chatbot within the RMV for improved customer interactions and support services.
The Ask MA chatbot was launched on the RMV webpages in September 2022, it provides an additional automated digital channel for mass.gov visitors alongside traditional customer service channels like phone and e-mail.
Industry
Government
Location
Massachusetts
Number of Employees
700+
Key Performance Indicators
- Ask MA chatbot is visible on over 300 RMV mass.gov pages
- Customer Convenience Award by the American Association of Motor Vehicle Administrators in 2023
- Decrease in 1,000 calls/day and 200 e-mails/per week, month over month
Challenges
The Massachusetts Registry of Motor Vehicles (RMV) aims to enhance customer convenience by promoting its online services, which include over 40 transactions like license renewals and vehicle registrations. The challenge is to raise awareness and encourage use of the RMV’s Online Service Center, while helping customers navigate its extensive 400-page domain on Mass.gov for reliable RMV information.
Addressing these challenges involves creating user-friendly tools and effective communication channels that provide accurate information and build trust in online resources. A successful solution will reduce reliance on in-person visits and phone or email inquiries, thereby increasing operational efficiency and improving customer satisfaction.
Top Challenges
- Promoting RMV’s Online Service Center which has over 40 self-service transactions that can be completed online
- Assist in finding RMV-related information, thereby reducing in-person visits to RMV locations and decreasing the volume of calls and e-mails to contact centers
Solution
Building upon the success achieved by NeuroSoph’s Specto AI Platform on mass.gov and other agencies, the Executive Office of Technology Services and Security (EOTSS) partnered with NeuroSoph to extend the implementation of the Ask MA chatbot into the RMV. This collaboration aimed to leverage the expertise NeuroSoph and enhance the functionality of the Ask MA chatbot within the RMV for improved customer interactions and support services.
The Ask MA chatbot was launched on the RMV webpages in September 2022, it provides an additional automated digital channel for mass.gov visitors, alongside traditional customer service channels like phone and e-mail.
Results
- Reduction of 1000 calls per day
- Decrease of 200 e-mails per week
Within weeks of its September 2022 launch, the Ask MA chatbot increased visibility from 20 pages to over 100 pages within the RMV. Today, it is available on over 75% of the RMV’s 400-plus page website.
The Ask MA chatbot provides residents with easily accessible resources for quick navigation and access to necessary information, services, requirements, and regulations. Furthermore, the AI chatbot promotes self-service by enabling customers to obtain information and complete simple transactions independently through the RMV’s Online Service Center. As a result, it has given residents the ability to self-sufficiently address their needs.
Since its launch, it has significantly reduced overall call and e-mail volume – an average of 1,000 calls per day and 200 incoming e-mails per week month-over-month. Additionally, it was awarded the American Association of Motor Vehicle Administrators’ Customer Convenience Award in 2023, presented to the RMV for improving customer-facing processes.
The Ask MA chatbot has helped the Commonwealth of Massachusetts and the RMV deliver accurate and timely information to residents and helps streamline the customer journey. Consequently, providing more government services that are accessible, fast, efficient, and convenient.
Extend Intelligence with Your Trusted Partner, NeuroSoph
The Commonwealth of Massachusetts and EOTSS partners with NeuroSoph to build intelligent Specto AI Chatbots that expands engagement channels, provides better resident accessibility, and superior experiences and convenience.