The Nevada Department of Motor Vehicles (DMV) has launched a new and improved contact center. Partnering with Amazon Web Services (AWS), the DMV developed a system that integrates generative artificial intelligence with real-person assistance to enhance customer service.
AWS enables the DMV to provide automated assistance to customers while they wait on the phone to speak with a live agent. Additionally, calls are directed to specific agents who possess the most relevant knowledge to assist each unique caller.
“The new contact center is just one of the many improvements we’ll be rolling out to Nevadans in the coming years,” said Director Tonya Laney. “We are so excited to unveil numerous projects to our customers that will inevitably make experiences at the DMV easier all around.”
The DMV anticipates shorter wait times, serving more customers, and distributing information more accurately and efficiently to the thousands of customers who contact them weekly.
