DHS · DHS-2402 · record R1844

SEVP Response Center Chatbot - SID (SEVIS Interactive Dialog)

Department of Homeland Security · ICE

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: Not reported
Start date: Not reported
Withheld from public reporting: Not reported

Mission

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

Problem the AI is intended to solve

This use case intends to solve the problem of handling a high volume of routine inquiries from students and officials, which can overwhelm human agents and delay response times.

Expected benefits

AI provides SID the ability to understand voices and its deterministic question and answer workflow (1) enables SID to answer routine caller questions without a help desk agent, and (2) when a help desk agent is required, SID will create a ticket with a caller transcript to reduce the burden on the agent. This frees up the human agents to deal with more complex cases and issues with specific records.

System outputs

SID answers frequently asked questions from callers. If the SID cannot answer a caller’s question, it turns the caller over to an agent in the response center. The chatbot captures the interaction with the caller and sends the information via an API to Student and Exchange Visitor Program Automated Management System (SEVPAMS).

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