Case Study: Massachusetts EOTSS improves resident access to government services with Last Call Media’s AI chatbot

Massachusetts Executive Office of Technology Services and Security builds AI chatbot for 125+ agencies with Last Call Media

The Massachusetts Executive Office of Technology Services and Security (EOTSS) sought to enhance its government services by making information easier to access. They partnered with Last Call Media to upgrade their traditional chatbot, which relied on manual, template-based responses, to a next-generation AI-powered system that could understand the natural and varied ways people ask questions, starting with a pilot for the Department of Early Education and Care.

Last Call Media implemented a solution using sophisticated AWS services like Lex and Bedrock, featuring retrieval augmented generation to ground responses in verified information. They pioneered an innovative testing framework using a secondary AI to evaluate response quality. The project successfully deployed advanced AI in a government setting, resulting in families finding information more easily and agency staff handling fewer basic questions, positioning Massachusetts as a leader in responsible government AI implementation.

Massachusetts Executive Office of Technology Services and Security