DHS · DHS-2604 · record R1986

AskTSA

Department of Homeland Security · TSA

Overview

Development stage: DeployedSource: c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.
High-impact designation: Not high-impactSource: c) Not high-impact
Impact justification: Not reported
Start date: 2024-12-16 (day precision)Source: 2024-12-16T00:00:00
Withheld from public reporting: Not reported

Mission

Topic area: Service Delivery
Operational functions: Chatbot or virtual assistant, Summarization, Public-facing customer service Derived by keyword rules; see methodology

Problem the AI is intended to solve

The AI is intended to address several challenges within the AskTSA customer service process. These include reducing the time it takes for agents to respond to inquiries, improving the accuracy and consistency of responses, and streamlining the categorization of incoming inquiries. Additionally, the AI would help identify areas for improvement in the virtual assistant’s performance and provide actionable insights to enhance its effectiveness. By automating repetitive tasks like categorizing inquiries, the AI would allow human agents to focus on more complex issues, ultimately improving efficiency and customer satisfaction.

Expected benefits

The AI’s intended purpose is to enhance the efficiency, accuracy, and overall effectiveness of the AskTSA customer service process. It would assist human agents by automating routine tasks such as categorizing inquiries and summarizing customer concerns, enabling faster and more consistent communication with the public. Additionally, the AI would analyze interactions with the virtual assistant to identify areas for improvement and recommend adjustments to ensure it provides accurate and helpful responses. By streamlining workflows and providing actionable insights, the AI would support TSA’s goal of delivering high-quality, timely, and reliable customer service.

System outputs

Summarized Inquiries: Condensed explanations of why a customer is reaching out; Recommended Responses: Suggested replies tailored to the summarized inquiries; Categorized Inquiries: Labels or classifications of inquiries based on their content to streamline workflow; Performance Reports: Analytical insights on the virtual assistant’s interactions, highlighting areas for improvement.

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: No
Public source code: Not reported

Sourcing

How it was built: Purchased from vendorSource: a) Purchased from a vendor
Vendor (as reported): Sprinklr
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: Yes
Privacy Impact Assessment: Not reported
Authorization to Operate: No
Demographic features: Not reported
Training and evaluation data: Supervised Learning :Decision trees are trained on labeled data (input and desired output) to learn patterns and make predictions on new, unseen data.
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