Executive Summary
The State of Indiana is continually striving to enhance the digital experience for its customers. The primary objective is to provide necessary information or complete transactions efficiently, allowing clients to get back to their lives as quickly as possible. A year after launching Ask Indiana, the generative AI chatbot on the State’s homepage, Indiana has seen dramatic results. More visitors, fewer page views, fewer questions/searches and less time spent on the site. During the time since launching Ask Indiana, searches/Ask Indiana questions are down 77% compared to the traditional searches in the same preceding time frame. People are also spending far less time on the site, resulting in a reduction of 197,000 hours people have spent looking for information. In sum, people are getting the materials they need more quickly to accomplish their tasks. Ask Indiana
pulls information from the entirety of the IN.gov web domain, becoming the first State generative AI chatbot with that breadth of knowledge.
