The Delaware Division of Motor Vehicles (DMV) has added new functionality to its online services in the form of Della the Chatbot.
The AI-powered chatbot provides customers with human-like contact and aims to improve the overall experience for those in need of online services. Della first began quietly helping customers on the DMV’s website earlier this summer. Beginning this month, the DMV is now more fully promoting the chatbot on its website and across its social media accounts.
“Everything we execute on a daily basis is dictated by state or Federal law, code, regulations or policy,” said Secretary of Transportation Nicole Majeski. “As you can imagine, the amount of data is extensive and can be overwhelming to navigate. That is where Della comes in. She exists to scour our website for the answer to your question, so you do not have to.”
The DMV said its website gets roughly 600,000 views per month, with the myDMV page being the most visited part of the website with roughly 180,000 views per month. The department’s goal is to help residents navigate the website more efficiently and easily. Della can help residents with driver services, vehicle services, and more general information topics. The chatbot responds to both questions as well as key word inquiries.
“Think of Della as your DMV.de.gov personal assistant,” shared Director of DMV Amy Anthony. “Her goal is to help answer your questions, locate the information you need in a timely fashion, and make using DMV.de.gov easier for our customers. We are so excited to welcome Della to the DMV family.”
Della is the result of a partnership between the Delaware DMV, Google Cloud, and SID Global Solutions Digital.
“Google Cloud is dedicated to supporting government agencies in their digital transformation efforts. We believe that AI has the potential to significantly enhance citizen services while democratizing AI for the public, and we are excited to see how Dell will streamline interactions with DMV,” said Amina Al Sherif, generative AI lead, Google Government.
