CMS built a waitlist for its AI chatbot — and that drove momentum — official says
CMS built a waitlist for its AI chatbot — and that drove momentum — official says
Publish Date: 2026-02-11 16:27:00
Source Domain: www.fcw.com
- The Centers for Medicare and Medicaid Services (CMS) initially launched its generative AI chatbot through a waitlist system to encourage voluntary participation among employees.
- This approach allowed enthusiastic users, who were already familiar with similar tools like ChatGPT, to try the chatbot first.
- This pilot testing helped build internal momentum and encouraged other employees to share their positive experiences with their colleagues.
- CMS Chief Technology Architect, Andres Pérez, highlighted the importance of being honest about the chatbot’s limitations right from the start.
- Despite some initial issues and lapses in understanding, the waitlist method laid a foundation for further training and a broader rollout.
- CMS Chat was fully rolled out to all employees in December 2024, with 100% of CMS employees now having access.
- CMS has implemented the AI Ignite micro-training program, which has trained over 4,700 employees in using CMS Chat and other generative AI tools.
- Approximately 80% of users have reported that the chatbot helps save time, indicating its usefulness within the organization.
