Views & Visions

In an era defined by rapid technological advancement, government agencies across the country are being challenged to modernize their operations and deliver services more efficiently. In West Virginia, the Secretary of State’s Office has emerged as a leader in this transformation, embracing artificial intelligence (AI) to better serve business owners, entrepreneurs, and citizens. 

At the heart of this innovation is S.O.LO – short for Single Online Location – West Virginia's first AI-powered chatbot developed and put into use by a state government agency.

S.O.LO represents a bold step forward in how public services are delivered. Designed to assist users navigating the Secretary of State’s website, the chatbot provides real-time answers to frequently asked questions, guides users through business registration processes, and helps locate forms, filings, and resources – all without the need for a phone call or in-person visit. This kind of digital assistance is not just a convenience; it’s a game-changer for small business owners and entrepreneurs who often operate on tight schedules and limited resources.

The West Virginia Secretary of State’s Office recognized early on that AI could play a transformative role in improving accessibility, responsiveness, and efficiency. By launching S.O.LO, the office became the first state agency in West Virginia to deploy AI in a meaningful, public-facing way. This initiative reflects a broader commitment to innovation and modernization – one that prioritizes user experience and streamlines government interactions.

For business owners, the benefits are immediate and tangible. Starting a business can be a daunting process, especially for first-time entrepreneurs. From choosing a business structure to filing the correct paperwork, the journey is filled with questions. S.O.LO helps demystify this process by offering 24/7 support, guiding users step-by-step, and pointing them to the exact resources they need. This reduces frustration, saves time, and empowers individuals to take control of their business ventures with confidence.

Moreover, S.O.LO’s AI capabilities allow it to learn and improve over time. As more users interact with the chatbot, it becomes better at understanding queries, refining its responses, and anticipating user needs. This dynamic learning model ensures that the service remains relevant and effective, even as regulations, forms, and procedures evolve. It also allows the WV Secretary of State’s Office to gather valuable insights into common user challenges, enabling further improvements to the website and overall service delivery.

The deployment of S.O.LO is part of a larger digital transformation strategy within the Secretary of State’s Office. In recent years, the office has introduced online filing systems, digital document retrieval, and remote notarization services all aimed at reducing bureaucracy and increasing transparency. These efforts are particularly impactful in a state like West Virginia, where geographic and economic barriers can make access to government services more difficult. By leveraging AI and other technologies, my office is helping to level the playing field for all West Virginians.

Importantly, the use of AI does not replace human interaction....it enhances it. Staff members at the Secretary of State’s Office remain available to assist with complex or sensitive issues, while S.O.LO handles routine inquiries and navigation. This hybrid model ensures that users receive timely support while allowing staff to focus on higher-level tasks and personalized service. It’s a win-win for efficiency and customer satisfaction.

The success of S.O.LO also sets a precedent for other state agencies. As state governments nationwide grapple with budget constraints and rising service demands, AI offers a scalable solution that can improve outcomes without increasing costs. West Virginia’s early adoption of this technology positions it as a model for other states seeking to modernize their operations and better serve their constituents.

In fact, earlier this year, S.O.LO. became a nationally recognized use of AI when the WV Secretary of State's Office was presented with the 2025 True Merit Award at the 48th Annual International Association of Commercial Administrators (IACA) Conference in Manchester, New Hampshire.  IACA is the industry leader in establishing and fostering best practices for business registry professionals. Each year, IACA recognizes innovative initiatives that have successfully been implemented.

Looking ahead, the potential applications of AI in government are vast. From predictive analytics and fraud detection to automated licensing and compliance monitoring, AI can help agencies become more proactive, data-driven, and responsive. The WV Secretary of State’s Office has shown that with vision and leadership, even small states can be pioneers in digital innovation.

In a time when trust in government is often strained, initiatives like S.O.LO help rebuild confidence by demonstrating that public institutions can be agile, user-friendly, and forward-thinking. They show that government can meet people where they are – online, on their phones, and on their own schedules. And they reaffirm the principle that technology, when used thoughtfully, can be a powerful tool for empowerment and inclusion.

As West Virginia continues to invest in its digital future, the Secretary of State’s Office stands as a beacon of what’s possible. Through S.O.LO and other AI-driven initiatives, it is not only improving service delivery it is redefining what it means to be a modern, responsive government in the 21st century.

Kris Warner is West Virginia's 31st Secretary of State. Prior to being elected in 2024, Secretary Warner served four years as the Executive Director of the West Virginia Economic Development Authority, where he worked closely with the Governor and the West Virginia legislature to identify and create economic development opportunities with more than $2 billion in state funding through game changing investments in strategic industries. From 2017 to 2020, Kris served the Trump Administration as the State Director of the USDA Rural Development, where he led the USDA in partnering with state and local governments with investments that exceeded $1.2 billion in just four years – an incredible investment for a state the size of West Virginia. Those investments helped address the financial needs for safe water projects and upgraded water treatment systems throughout the state, rural housing, and broadband development in unserved and underserved areas of the state.