The COVID-19 pandemic has changed how we conduct routine business transactions in many ways, some for the better. Many more people have moved to online platforms that have been updated and adapted for ease of use and safety, and the Iowa Department of Transportation (DOT) has followed suit with the introduction of a “robust” chat feature. While the implementation of this feature was in the works prior to the pandemic outbreak, the crisis did speed up introduction. Zhaia Wineinger with the Strategic Communications and Policy Bureau says when it was first launched in October of last year, it was completely automated and utilized artificial intelligence, meaning it got smarter the more it was used. “We had planned to let that evolution happen for several months to help the database become more robust before we introduced live agents to the system. However, that process was sped up significantly when COVID-19 hit and we had a need to communicate more vigorously with customers about how they can receive service from us,” Wineinger says. The agents went live on March 23 and are there to help walk users through use of the feature. The chat function is just another means of contacting the DOT with questions about how to utilize their services or how to go about conducting your business while restrictions remain in place at the local level. Customers can still call, email or find the DOT on social media–allowing them to choose how they prefer to make that connection. Wineinger adds the positive developments coming from the pandemic include a better connection to their customers across a multitude of devices. The chat icon can be found at the bottom left-hand side of the Iowa DOT website.
