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DMV Unveils New and Improved Contact Center

Phone Wait Times Expected to Significantly Decrease

CARSON CITY - The Nevada Department of Motor Vehicles (DMV) has just launched its new and improved contact center.

Pairing with Amazon Web Services, the DMV developed a new system that mixes generative artificial intelligence and real-person assistance to better serve its customers. AWS allows the DMV to provide automated assistance to customers while they wait on the phone to talk to a live agent and direct calls to specific agents who have the best applicable knowledge base 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.”

Expected benefits of this new system are:

• Assistance provided to callers immediately upon calling in, regardless of potential hold times.
• A case management system that allows contact center technicians to add notes and keep track of call history.
• The ability to expand to other DMV teams over time with this new technology and over other contact methods in the future.

The DMV anticipates seeing shorter wait times, serving more customers, and distributing more information accurately and efficiently to the thousands of customers who contact the DMV weekly.

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