June 9, 2020
With the current pandemic, many of us are doing more of our business online. To make it easier for us to engage with you in a better and more efficient way, the Iowa Department of Transportation has implemented a robust chat feature on our website. While we were starting to implement the live chat portion prior to the pandemic, the health crisis caused us to speed up the implementation.
The state’s Office of the Chief Information Officer brought in the live chat product, Bold360, and made it available to all state agencies. The Iowa DOT launched the first phase of the chat feature on Oct. 23, 2019. with the most basic questions being answered using a database of pre-programed answers. Zhaia Wineinger from our Strategic Communications & Policy Bureau built the database of content that provides the automated answers from the chatbot.