HHS · no agency ID · record R0804

MFT UI Chatbot

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

Overview

Development stage: PilotSource: b) Pilot – The use case has been deployed in a limited test or pilot capacity.
High-impact designation: Not high-impactSource: c) Not high-impact
Impact justification: Not reported
Start date: 2025-08 (month precision)Source: Aug-25
Withheld from public reporting: NoSource: a) No

Mission

Topic area: Information Technology
Operational functions: Chatbot or virtual assistant Derived by keyword rules; see methodology

Problem the AI is intended to solve

Hub/MFT team manually supports operations related to onboarding, Q/A, file tracking and technical inquiries. ? Monthly Average of inquiries: ? ~800 Email inquires ? ~40 Jira/SNOW Tickets? The Communication is manual via emails, Zoom Meetings, and Slack. This Current process is time-consuming, adds and degrades stakeholder experience.? ? Typical operational hours are Monday through Friday, 8 a.m. to 6 p.m. ET (this doesn’t serve Mountain Time, West Coast, Hawaii, and Alaska), followed by XOC escalations. This means non-prod inquiries will be responded to the following business day. ?? We have limited, Quality of Service (QoS) metrics to accurately assess consumer satisfaction at present time.

Expected benefits

Implement a chatbot to provide real-time file status updates for external users and tools for internal teams to generate reports and visualize key metrics.

System outputs

Real-Time File Status includes Detailed Processing Information? FAQs Ability to chat with Live-Agent Survey Form Historical File Tracking Limited CMS Stakeholder Testing Develop Quality of Service (QoS) metrics Self - Learning Performance and Alerting? Rollout to Alpha Partners and Issuers User/Alpha Partners Feedback

Technology

AI classification: Natural language processingSource: Natural Language Processing: AI that processes, interprets, and shares information in human language.
System name(s): Data Services Hub
Custom-developed code: Yes
Public source code: Not reported

Sourcing

How it was built: Developed in-houseSource: b) Developed in-house
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: PIA not publicly available
Authorization to Operate: Yes
Demographic features: k) None of the above
Training and evaluation data: Data are statuses of files transfers held in the EFT PostgreSQL database tables
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