In January, the Nevada Department of Motor Vehicles (DMV) introduced a new automated chat feature on its website, assisting over 90,000 customers with basic DMV information. This bilingual chatbot, available in English and Spanish, is part of the DMV’s Department Transformation Effort.
“The chatbot is easy to use and has the potential to divert up to 30 percent of phone calls made to the Department,” stated DMV Director Julie Butler. “It’s among the first of many major improvements to come. Within the next few years, nearly all DMV transactions will become available online.”
The Department Transformation Effort (DTE) is a four-year project aimed at overhauling the agency and its IT infrastructure. The initiative includes several new conveniences beyond the chatbot.
Built on Salesforce’s customer relationship platform using its “Einstein” artificial intelligence, the chatbot will improve over time with guidance from DMV staff. Salesforce serves as a central component of DTE and is widely used by businesses globally.
“Transactions such as applying for an original driver’s license online are more complicated and will take time to build out,” Butler added. “But we have six teams working simultaneously to bring a host of new services to Nevadans within just a couple of years.”
For further details, visit dmv.nv.gov/dmvfuture.
