Annual Report and Long-Range Plan | Fiscal Year 2022-23 24 All About ELI MQA’s Virtual Agent, ELI, is an artificial intelligent chatbot that provides real-time customer service on MQA’s board web pages. ELI is available after hours, during the weekend, and on holidays, which allows practitioners to manage licensure applications and receive assistance at times that are convenient for them. With this streamlined process of responding to practitioner inquiries, MQA agents are empowered to redirect their attention to complex inquiries, which decreases wait times, increases the number of channels through which practitioners can interact with MQA, and provides an overall improved experience for customers. Applicants and licensees can use ELI for assistance with the following: • Check workforce survey status. • Provide exam results and status. • Assist with name and address changes. • Verify licenses. • Process payments to renew. • Renew license statuses. • Learn about licensure and renewal requirements and fees. • Check initial application status. • Learn about the background screening processes. • Learn about public records requests. • Learn about filing a complaint. ELI handled 224,097 web chats and 509,079 voice conversations in FY 2022-23. MQA works diligently to track the usage of ELI across the board and MQA websites to stay informed of the patterns and needs of practitioners. Collected data from each conversation are used to update ELI’s library of questions and answers and ensure that ELI remains relevant for practitioners. MQA is proud to report the successful launch of an ELI-assisted internet application tool for two high-volume professions: Registered Nursing and Licensed Practical Nursing. As a result, Registered Nurses seeking licensure by exam and endorsement were able to complete their initial applications online using ELI. The ELI project team will continue to evaluate trends and needs, and work with the boards to identify the next phase in ELI functionality.
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