CMS Uses Waitlist To Drive Chatbot Adoption

The Centers for Medicare and Medicaid Services used a voluntary waitlist when it rolled out its internal generative AI chatbot, CMS Chat, initially launched in December 2024, agency CTO Andres Colón Pérez said at an ACT-IAC event on Feb. 11, 2026. The staged rollout, paired with a micro-training program called AI Ignite that trained over 4,700 employees, led to 100% access and 80% of users rating the tool as time-saving, helping prepare the agency for broader adoption.