​ST. PAUL — The Minnesota Department of Public Safety Driver and Vehicle Services (DVS) division has launched a multilingual virtual assistant, leveraging Google artificial intelligence, as part of a multi-year language access project that will make interacting with DVS better for English, Hmong, Somali and Spanish speaking customers. 

“It’s often difficult for English speakers to navigate exchanges with DVS. Those challenges are magnified for people who speak other languages. We intend to fix that,” said DPS Commissioner Bob Jacobson. “Improving the process and experience for those for whom it works the least creates a better system for everyone.” 

DVS online visitors can use the virtual assistant to ask questions, gather information, and research topics in English, Hmong, Somali and Spanish. It provides answers to the most common questions DVS receives on any given day. Users can also update their insurance and obtain individualized records such as their driver’s license status and status of their plates and title. 

The more the virtual assistant engages with customers, the more the artificial intelligence (AI) will adjust and grow to respond appropriately to questions not initially programmed into the system. 

The virtual assistant will direct customers to the appropriate DVS contact information source if it cannot answer a question. 

DVS staff listened to feedback from communities across Minnesota over the past few years and heard a common theme: Easier access to DVS services in multiple languages must be a priority. 

“There is still work to be done. We recognize the virtual assistant may make mistakes during this initial phase and are asking the public to participate by providing feedback within the virtual assistant to accelerate the machine-learning aspect of the AI,” said DPS Community Affairs Director Nicole Archbold. “This incredible technology solution was born from community feedback, and we will continue listening and improving how we serve.” 

This multi-phase project is the bedrock for an array of new DVS projects slated to improve customer services. The intent is to use technology to serve state residents more effectively. 

“It’s critical that all people are treated with respect – allowing them to understand that no matter which language is spoken, they are valued and can feel safe to fully participate in community,” said DEED Assistant Commissioner Abdiwahab Mohamed. “This project displays respect for non-English speaking community members and our English-speaking neighbors who are unable to read. And that respect goes a long way in helping all residents feel welcomed and that we are truly One Minnesota.” 

DVS will continue to have employees available for people who need face-to-face contact, and for services that require an in-person appointment. But during a time when securing more employees is difficult nationwide, the virtual assistant provides DVS another method of serving customers. 

“People shouldn’t have to wait in long lines at DVS stations or on the phone for answers to basic questions,” DVS Director Pong Xiong said. “We want to be available whenever people need us and whenever it’s most convenient for them, whether it’s at 6 a.m. after they get done with work or during a short break in the middle of the day.”

Other benefits include:

• Quicker answers to common questions rather than wait on hold or stand in counter lines.
• State-of-the-art interactive technology.
• Support in English, Hmong, Somali and Spanish 24 hours a day.
• The ability for DVS to build and grow the technology to satisfy more customer needs.
  
  

How the Virtual Assistant Works

Visit the Virtual Assistant at drive.mn.gov and look for the HELP button in the lower right of the screen.

• Click on the HELP chat bubble icon.
• Select preferred language — English, Español, Hmoob, or Af-Soomaali
  
• Select one of the self-service topics:
  • FAQs
    
  • Update Insurance
  • Driver’s License Status
  • Title Status
  • Plate Status
  • Vehicle Sold/Donated/Removed
  • Submit Feedback
• Or enter a question in the response area below the response area at the bottom of chat window.

Customers can ask multiple questions in a chat session.

By the Numbers

Since the virtual assistant was turned on March 1, usage to date includes over:

• 45,642 total conversations
  • By language:
    • English 44,038
    • Spanish 1,191
    • Somali 250
      
    • Hmong 163
• 6,172 self-service transactions
  

More About the DVS Language Project

The online conversational virtual assistant gets smarter the more people interact by helping teach and train the virtual assistant.

• During the first phase of the project, DVS staff translated 40 prioritized letters on a variety of topics into Hmong, Somali and Spanish. The goal of this translation was to help support the virtual assistant glossary by leveraging the translation of DVS business terminology. Letters were selected based on DVS’ plain language initiative, which reviewed all DVS correspondence to improve understanding for customers.
• Initial language focus was determined by population data that identified the four largest language groups in Minnesota.
• The goal at the end of the five-year, multi-phase project is to provide customers access, in multiple languages, to DVS services that do not require an in-person visit. Taking a written, oral or road driving test, and an ID photo will continue to require in-person visits.
• Future phases include:
  • Integration with phone system
  • Refining languages
  • Improving inclusion of languages
  • Speech to text
    
    

Other Services for Non-English Speakers