Case Study: Minnesota Department of Public Safety improves access to driver and vehicle services with Google Cloud Platform

Minnesota Department of Public Safety Providing residents with critical language services using Dialogflow and Translation AI

Minnesota Department of Public Safety needed to improve access to driver and vehicle services for residents who speak languages other than English. The department faced language barriers that made it harder for people to apply for licenses and IDs, and worked with Google Cloud Platform to explore a more accessible digital support experience using cloud-based translation and virtual agent technology.

Google Cloud Platform, with partners Insight and Botcopy, implemented Contact Center AI virtual agents built on Dialogflow and Translation AI to deliver bidirectional, real-time translation on the DVS website. The solution launched in English, Spanish, Somali, and Hmong, helping Minnesota serve an estimated 67% of its non-English-speaking population more effectively and laying the groundwork to expand to 30 languages over time.

Minnesota Department of Public Safety

Timothy Lynaugh

Assistant Commissioner