GSA · no agency ID · record R1165

AI in Public Experience (PX) Contact Center Services Blanket Purchase Agreement (BPA)

General Services Administration

Overview

Development stage: In development or acquisitionSource: a) Pre-deployment – The use case is in a development or acquisition status.
High-impact designation: Not reported
Impact justification: Not reported
Start date: Not reported
Withheld from public reporting: Not reported

Mission

Topic area: Service Delivery
Operational functions: Public-facing customer service Derived by keyword rules; see methodology

Problem the AI is intended to solve

The AI is intended to solve the problem of high call, email, and chat volumes within the Public Experience (PX) Contact Center (CC) program, which currently handles over 2 million inquiries annually. By leveraging AI, the PX CC aims to decrease these volumes, thereby lowering operational costs for the Government. This aligns with the program's mission as a "voice of the Government," helping citizens navigate and understand Government programs, services, and information, especially as it is deemed a mission-essential function by GSA, expected to remain operational even during national crises.

Expected benefits

Not reported

System outputs

Not reported

Technology

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

Sourcing

How it was built: Not reported
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: Not reported
Privacy Impact Assessment: Not reported
Authorization to Operate: Not reported
Demographic features: Not reported
Training and evaluation data: Not reported
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