Google Cloud results
- Real-time two-way translation through virtual agents now provides access to serve 67% of Minnesota’s non-English speaking population
- Customers can check plate status, title status, mark vehicles as sold/donated/removed, update insurance, and check license status
Challenge: Language barriers present a challenge for residents when accessing services
In a 2022 survey of US states, Minnesota had the 19th largest number of resettled refugees and first for secondary migration, making it a highly diverse state. The Minnesota Department of Education revealed that more than 334 different languages are spoken within the state. Overall, more than 10% of Minnesota’s population is non-native English speakers, a barrier to accessing civic services.
The Minnesota Department of Public Safety (DPS) has identified a need to enhance the department’s language accessibility when residents need a driver’s license through Driver and Vehicle Services (DVS).
“Applying for a REAL ID-compliant driver’s license can be a complicated process for anyone. It’s made even more difficult for underserved and non-English speaking populations,” says Timothy Linoff, Minnesota DPS Assistant Commissioner.
Historically, non-English speaking residents had to make in-person appointments and ask for help with translation, or bring someone with them who could help communicate with officials.
Minnesota Governor Tim Walz supports the One Minnesota campaign to improve diversity, equity and inclusion in the state, and solving accessibility challenges is a key part of that journey.
Solution: Providing real-time translation through AI translation to improve access to government services
DVS wants to better serve its community. This process began by improving access to online support services and documentation. The department chose to work with Google Cloud to explore language translation services. They are excited to continue exploring leveraging technology to provide real-time translation to their clients.
This solution was born from a real community need to serve our state’s large population. It will expand and improve over time to make Minnesota a more inclusive and equitable state for all of its voters.
Timothy Leno, Assistant Commissioner, Minnesota Department of Public Safety (DPS)
Google Cloud has partnered with Insight and Botcopy to deliver new contact center AI virtual agents built on Google Dialogflow and harnessing the power of Translation AI for DVS. These state-of-the-art virtual agents make it possible to perform two-way, real-time translation services for Minnesota residents using the DVS website in the state’s four most widely spoken languages: English, Spanish, Somali, and Hmong. One of the critical factors behind the partnership with Google is the availability of the Somali and Hmong languages.
The results: Thousands more residents have greater access
With Spanish, Somali and Hmong languages available, DVS intends to provide enhanced self-service access to the 67% of non-English speakers in the state. Minnesotans will be able to more easily access information about DVS services, helping customers obtain state-required driver’s licenses and identification cards.
DVS explored ideal practices for supporting chat, text messaging and forms through virtual agents, and identified options for VoiceBot and telephony support to further modernize access to services for non-English speakers.
We want to be available when people need us and at a time that suits them best, whether that’s at 6 a.m. after they finish work or during a short break in the middle of the day.
Bong Cheong, Driver and Vehicle Services Manager
The update is expected to provide information in multiple languages and expand the scope of service to customers.
By partnering with Google Cloud, the platform that supports these virtual agents is designed as a complete system to scale to meet Minnesota’s future needs.
Digital transformation to achieve One Minnesota mission.
At launch, the virtual agent service was designed to offer the top four languages spoken by Minnesotans. DVS’s roadmap plans to expand from four to 30 languages. The focus is on the languages most in need according to population size. DVS is looking to add Afghan and Ukrainian based on community input, and intends to support more of the more than 334 languages spoken in the state.
DVS’s successes highlight the potential use of Google’s language solutions across Minnesota. It also sets an example for other states of how digital transformation can provide greater access to government for all residents. While giving hundreds of thousands of non-English speaking residents more equitable access to licensing and identification services, it provides a tangible step forward in the state’s ongoing One Minnesota mission.
In a world that is becoming increasingly interconnected, the importance of language services for residents cannot be understated. With the help of Dialogflow and translation AI, residents have access to crucial language services that can bridge communication gaps and promote inclusive and accessible communities. These innovative technologies not only facilitate seamless communication but also help to break down barriers and ensure that all residents can access important information and services, regardless of language barriers. By leveraging these advanced tools, local authorities and organizations can better meet the diverse linguistic needs of their communities, ultimately fostering a more inclusive and supportive environment for all residents.