DOJ · DOJ-0359 · record R1784

Chatbot to Answer Diversion Registrants' Queries About Registration and Compliance Issues

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: Law Enforcement
Operational functions: Chatbot or virtual assistant, Public-facing customer service Derived by keyword rules; see methodology

Problem the AI is intended to solve

TOMSS (Technical Operations Management Support System will provide call-deflection to ease the customer interaction burden on call center representatives, registration program specialists, and Diversion Investigators. The AI will provide consistent, accurate responses to repetitive queries and replace manual workloads.

Expected benefits

30–40% reduction in repetitive calls and emails. • 15–25% reduction in agent workload. • 100% of chatbot responses sourced from verified DEA policy. • 24/7 access to authoritative self-service guidance for registrants.

System outputs

• Policy-grounded responses to registrant inquiries (text output). • Deflection metrics and analytics (call volume reduction, FAQ trends). • Context-based prompts or redirects to DEA.gov resources. • Guardrail logic to return “no response” for non-registrant or ungrounded prompts.

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