Department of Motor Vehicles IVR Modernization

Abstract

Department of Motor Vehicles (DMV) is part of the state government that we all interact with and most of us do not enjoy it because it usually is a very long and frustrating experience. This customer experience can be changed and enhanced for the better if a new type of Artificial Intelligence (AI) Voice Interactive Voice Response (IVR) system is installed. By using a new AI Voice IVR system may questions could easily be answered over the phone 24 hours a day, 7 days a week and 365 days a year with one call vs. waiting a long time to speak with a call center agent or having to go to the DMV in person. We discovered through our research by calling every state’s DMV that most state DMVs did not have a newer IVR and in fact many had a very old one or they didn’t have one at all. This means that there is a large market for this type of system as the population grows and DMV budgets stay the same or are reduced by states. This new AI Voice technology may also be used according to our research for a new type of digital ID similar to a digital driver’s license that can be used for identification or authentication at any state agency or department. This type of digital ID could save time accessing state resources in person, over the phone and even online saving customers a lot of time and the state even more money.