NCIRD SmartFind ChatBots - Public and Internal

Overview

Development stage

DeployedSource: c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.

High-impact designation

Not high-impactSource: c) Not high-impact

Impact justification

Not reported

Start date

2024-12 (month precision)Source: Dec-24

Withheld from public reporting

NoSource: a) No

Mission

Topic area

Administrative Functions

Operational functions

Chatbot or virtual assistant, Search and knowledge retrieval Derived by keyword rules; see methodology

Problem the AI is intended to solve

Improving efficiency and effectiveness of internal partner mailbox email management and knowledge base maintenance for program staff, and previously, providing public-facing answers to FAQs.

Expected benefits

The internal Knowledge-Bot’s SharePoint component helps program staff manage partner emails more efficiently and effectively, enabling shared knowledge base use across mailbox managers. The public-facing chatbots previously provided timely, agency-cleared answers to public and partner questions, supporting rapid information dissemination during the COVID-19 pandemic.

System outputs

Conversational ChatBots that analyze free text questions and provide agency-cleared answers that best match the question. The system also flags complex or unanswerable queries for manual review.

Technology

AI classification

Natural language processingSource: Natural Language Processing: AI that processes, interprets, and shares information in human language.

System name(s)

Microsoft

Custom-developed code

Yes

Public source code

Not reported

Sourcing

How it was built

Contract and in-houseSource: c) Developed with both contracting and in-house resources

Vendor (as reported)

Not reported

Vendors (standardized)

None on the standard list

A vendor is the supplier named by the agency. It does not identify the underlying model or AI technology.

Data and privacy

Involves PII

No

Privacy Impact Assessment

Not reported

Authorization to Operate

Yes

Demographic features

k) None of the above

Training and evaluation data

Public-facing FAQs and other agency-reviewed information accessible publicly were used as the knowledge base for the public-facing chatbots. Internal chatbot uses internal knowledge base content.

Federal Data Catalog

Not reported

Governance

0 of 8 minimum-practice questions answered. A blank answer means the agency reported nothing; it does not mean the practice is absent.

Potential impacts and how they were identified

Not reported