In the first episode of our GovXperience series, our Director of Customer Solutions, Levi Worts, sat down with Collin Rainey, a contractor for the State of Indiana working on customer experience for INBiz’s website.
INBiz is the one-stop resource for all current and prospective businesses in Indiana. This video is an in-depth look at the multiple value additions that INBiz generated by implementing a chatbot, including a remarkable $200,000 cost savings in the first year.
Collin shares many insights about citizen experience, chatbot use-cases, and where he thinks chatbots can make a significant impact in a more interactive and accessible approach to government services and information.
About the hosts
Like all good love stories, Levi’s tryst with chatbot creation began in the most romantic setting on earth: the DMV. In 2017, while working for the Montana Department of Justice, Levi created an extensive chatbot customer support system for the DMV that dropped call volumes by 15%, cut average wait times by hours, and most importantly reduced the number of frustrated citizens venting their anger on overworked government employees.