A state’s Driver and Vehicle Services division partnered with Insight to overcome language barriers and improve efficiency for 300,000+ residents. With over 70 languages spoken statewide, the agency built a Google Cloud–powered virtual agent using AI and machine learning to provide real-time translation, personalized assistance, and document translation with a customized glossary. The system quickly gained traction with 140,000+ user sessions in six months, reducing staff strain and service times. By shifting to this digital-first model, the agency is projected to save $10 million annually while expanding inclusivity and access across dozens of additional languages.

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