HHS · no agency ID · record R0746

CCSQ ServiceNow AI Search

Department of Health and Human Services · HHS/CMS/CCSQ

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: 2024-04 (month precision)Source: Apr-24
Withheld from public reporting: NoSource: a) No

Mission

Topic area: Information Technology
Operational functions: No function tag matched Derived by keyword rules; see methodology

Problem the AI is intended to solve

The AI Search index stores data from ServiceNow AI Platform® records or external sources and makes that data available for users to search in multiple applications. Search query features use ServiceNow AI Platform technologies to improve the search user experience.

Expected benefits

CCSQ ServiceNow AI Search is a product inside ServiceNow (SaaS). It replaces traditional Zing search tool (exact search), and enables users with more flexible searches to get relevant and actionable answers quickly. * Improve search relevance * Promote self-service by empowering users to find information independently, and potential reduce number of cases

System outputs

AI Search will * Display most relevant results first * Support synonyms, auto-corrections, stop words, and auto-completion AI Search analytics will provide insights into search usage, performance, trends, metrics, and how to improve search experiences. Plan to do AI Search tune-up next

Technology

AI classification: Natural language processingSource: Natural Language Processing: AI that processes, interprets, and shares information in human language.
System name(s): Quality Service Center (QSC)
Custom-developed code: No
Public source code: Not reported

Sourcing

How it was built: Purchased from vendorSource: a) Purchased from a vendor
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: Yes
Privacy Impact Assessment: Not reported
Authorization to Operate: Yes
Demographic features: k) None of the above
Training and evaluation data: CCSQ ServiceNow Database
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.

Pre-deployment testingNo answer reported

AI impact assessmentNo answer reported

Independent reviewNo answer reported

Ongoing monitoringNo answer reported

Operator trainingNo answer reported

Fail-safeNo answer reported

Appeal processNo answer reported

User and public consultationNo answer reported

Potential impacts and how they were identified

Not reported