Gov. Pillen Announces and Encourages Use of AI Chatbot on State Website, Nebraska.gov
NEBRASKA, September 2 - CONTACT:
Laura Strimple, (402) 580-9495
Gov. Pillen Announces and Encourages Use of AI Chatbot on State Website, Nebraska.gov
LINCOLN, NE – Governor Jim Pillen has announced the addition of a new feature on the state’s primary website – a resident-assistance chatbot. The Nebraska Navigator as it is known, went live on Sept. 1. Installation on the newly designed website marks the second phase of the AI chatbot project, which began as a pilot involving the Department of Motor Vehicles (DMV).
“Results from the DMV pilot project were very impressive and now we’re ready to expand its use to even more people,” said Gov. Pillen. “This project aligns with my administration’s goals of providing improved service delivery to citizens, streamlining state resources and meeting the needs of people through the newest forms of technology.”
The first phase of the project started in December 2025, with Ask the DMV. Previously, visitors to the DMV’s website would have to navigate the site on their own to find the information they were seeking. Using artificial intelligence, Ask the DMV was able to direct users to answers much more quickly and efficiently.
In addition, the chatbot was available 24/7 and able to assist users in a variety of languages. Results from the initial pilot demonstrated strong public interest and measurable benefits:
- A 20% reduction in call volume
- More than 188,000 questions received
- 19% of interactions occurring between midnight and 6 a.m., well outside regular business hours
- Service provided in 50 languages
- An increase in online transactions and a corresponding decrease in in-person transactions month over month
The Nebraska State Records Board is funding the statewide AI chatbot using transactional funds generated when residents pay for online government services through Tyler Technologies Nebraska. Upon reviewing the results of the DMV pilot project, the Records Board moved quickly to support a statewide model.
Testing has been a significant part of the pre-launch process. State teams evaluated the program using more than 5,000 questions. It went live with a 95% success rate. Public beta testing will help refine the system.
That phase is expected to continue into October. During that time, visitors to Nebraska.gov are encouraged to try out the Nebraska Navigator and provide feedback about their experience. The results will help inform when the program is able to be implemented at an agency level.
Additional information about the DMV pilot project
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