Case Study: State of Iowa achieves faster, consistent digital resident service and major agent time savings with Genesys

Elevating the resident experience with AI

The State of Iowa used its central site, iowa.gov, to improve digital services for over 3 million residents but faced inconsistent agency websites, hard-to-find information (long PDFs and varying terminology), a one-at-a-time legacy chat, and large communication spikes during COVID-19. Leaders needed a consistent, scalable self-service experience that could integrate with legacy systems and reduce call volume.

Iowa implemented Genesys DX™—building a shared knowledge base and deploying AI-enabled chatbot and live chat across more than 15 agencies—training agents quickly and tuning NLP to local phrasing. The solution handled up to 15,000 contacts/month at the pandemic peak, addressed over 56,000 engagements, delivered strong self-service scores (iowa.gov 70%, Insurance 61%, Transportation 76%), averaged 1,000 chats/month on iowa.gov (3,000–15,000 for Transportation), and saved about 45,000 minutes of call handling time.

State of Iowa

Dawn Connete

Government Services Coordinator