How States Are Using AI to Improve the Resident Experience

State governments are being asked to do more with fewer resources while residents expect faster, easier digital services. Across the country, agencies are using artificial intelligence (AI)-powered digital assistants to help people find answers faster, navigate government services more easily, and reduce pressure on staff and call centers.

Unlike traditional chatbots that often direct users back to web pages, these AI assistants provide conversational answers based on real government information and services. Early results show measurable improvements in resident engagement, accessibility, and operational efficiency.

States are applying these tools in different ways — from agency-specific deployments like DMVs and parks departments to broader statewide digital experiences that connect residents to services across government.

And because digital assistants can be deployed quickly using existing public content and resources, states are also able to achieve meaningful improvements and visible wins in a relatively short timeframe.

Here’s how states are already putting Tyler Technologies’ Resident AI Assistant into action.

How States Are Using AI to Improve Resident Experience

Across the country, agencies are using AI-powered digital assistants to help people find answers faster, navigate government services more easily, and reduce pressure on staff and call centers.

Nebraska DMV: Faster Answers for Residents, Fewer Calls for Staff

The Nebraska Department of Motor Vehicles launched Tyler’s Resident AI Assistant to help residents quickly find answers related to driver and licensing services.

Early results include:

• Nearly 1,000 inquiries per day during the pilot
• Engagement from 59% of DMV website visitors
• 10% decrease in time spent navigating the DMV website
• Questions asked in 50 different languages
• Approximately 20% reduction in driver and licensing service calls
• Nearly 19% of questions asked between midnight and 6 a.m.

The assistant helped residents find answers faster while reducing pressure on customer service teams and expanding access outside normal business hours.

Hawaii: Helping Residents and Visitors Navigate Outdoor Services

Hawaii is using Resident AI Assistant to support residents and visitors accessing outdoor and recreation services across state parks, camping, hiking trails, and reservation systems.

The assistant helps users:

• Find permit and reservation information
• Navigate park access requirements
• Get step-by-step guidance for common processes
• Reach the correct offices for urgent issues or escalations

Recent results include:

• 30% increase in usage in April 2026
• More than 5,200 information sources referenced in a typical month
• Improved support during high-traffic travel and recreation periods
• Better access to official resources, contact information, and escalation support

The assistant is helping reduce friction for residents and visitors while making outdoor services easier to access and navigate.

Indiana: One Place for Residents to Get Answers Across State Government

Indiana introduced Resident AI Assistant to help residents find information across agencies without navigating multiple state websites.

Instead of requiring residents to understand how government is organized internally, the assistant searches public information across agencies and provides direct answers in one place.

Results from the first five months include:

• More than 258,000 questions answered
• More than 87,000 users engaged
• Nearly 5% of interactions in languages other than English
• Improved transparency by identifying outdated web content

The assistant is helping Indiana create a more connected statewide digital experience while making government information easier to access.

South Carolina: Making Government Services Easier to Navigate Across Agencies

South Carolina deployed a Resident AI Assistant, coined “Bradley,” to help residents complete common government tasks through conversational, self-service support.

Residents can ask questions in their own words about services such as:

• Applying to become a notary
• Paying taxes
• Navigating online government services

Results include:

• More than 4,000 questions answered each month
• 72% user satisfaction rate
• Improved experience compared to older chat technologies
• Expansion into AI-supported identity verification for secure online transactions

The state is using AI to simplify how residents interact with services across government while improving digital access and convenience.

A Practical Approach to AI in Government

These examples show how states are using AI in practical ways to improve service delivery, expand access to information, and support overextended staff — without requiring large-scale system overhauls or lengthy implementation timelines.

From agency-specific deployments to statewide resident engagement platforms, common outcomes include:

• Faster answers for residents
• Reduced call center demand
• More accessible digital services
• Multilingual support
• Improved resident satisfaction
• Easier navigation of government services
• Quick wins through fast deployment and immediate resident impact

As more agencies look for ways to modernize the resident experience, AI-powered digital assistants are becoming an increasingly practical tool for delivering better government services.