The Wisconsin Department of Safety and Professional Services (DSPS) – the state’s occupational credentialing agency – recently announced several upgrades to serve customers. Specifically, they have implemented interactive voice routing on their customer service phone line, which will allow callers to select different options based on their needs. This will help free up DSPS staff – which are limited in number due to budget constraints – to assist callers with complex questions. In addition, their customer service phone line will also inform callers what place “in line” they are in to speak with a DSPS representative. In the future, DSPS will also implement an artificial intelligence pilot project, which will be available 24 hours a day, seven days a week, and is intended to answer common questions from callers.