In a year already marked by transformation, officials at the Arizona Department of Transportation are again embracing technology to meet the challenges of the novel coronavirus outbreak in one of the nation’s fastest growing communities.
An automated chat window or conversation agent, called Chatbot, is the newest upgrade at the Motor Vehicle Division — a feature designed to ease the customer experience at the website, while reducing workload and improving efficiency for the agency’s human employees, according to Doug Pacey, an ADOT spokesman.
“The biggest benefit Chatbot provides the public is that it can point them in the right direction when it comes time to complete a business transaction with MVD,” Mr. Pacey explained. “A person can type in their question or topic and Chatbot will point them to the information they need so they can complete their transaction.”
