DOJ · DOJ-0089 · record R1546

Call Center Management and Service Delivery Support

Department of Justice · Department of Justice / DEA

Overview

Development stage: In development or acquisitionSource: a) Pre-deployment – The use case is in a development or acquisition status.
High-impact designation: Not high-impactSource: c) Not high-impact
Impact justification: Does not produce an output that serves as a principal basis for decisions or actions with legal, material, binding, or significant effect on any of the individuals or entities identified in OMB-25-21.
Start date: Not reported
Withheld from public reporting: NoSource: a) No

Mission

Topic area: Government Benefits Processing
Operational functions: Public-facing customer service Derived by keyword rules; see methodology

Problem the AI is intended to solve

DEA wants to improve the effectiveness of the Diversion Control Registrant Call Center by automating the routing of incoming calls, providing answers to common questions for Diversion Control Registrant call center agents to identify and quickly propose steps toward resolution, and monitoring customer feedback.

Expected benefits

To expedite responding to registrant needs with timeliness and consistency of DEA's customer service posture to DEA registrants. To decrease labor costs while maintaining high levels of customer service to DEA registrants. To capture needed improvements to service for implementation.

System outputs

Outputs a recommended course of action for review by DEA staff along with a prioritization classification and provide customer response metrics.

Technology

AI classification: Generative AISource: Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
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