EPA · 39 · record R2033
Helpdesk chat assistant for common data system tasks
Environmental Protection Agency · OFA
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
- The output of this AI use case does not serve as a principal basis for decisions or actions that have a legal, material, binding, or significant effect on rights or safety.
- Start date
- 2025-09-12 (day precision)Source: 09/12/2025 00:00:00
- Withheld from public reporting
- NoSource: a) No
Mission
- Topic area
- Information Technology
- Operational functions
- Chatbot or virtual assistant Derived by keyword rules; see methodology
Problem the AI is intended to solve
The Chat Bot implementation increases Help Desk tier 0 resolution, resulting in higher customer satisfaction and better use of Help Desk resources.
Expected benefits
Improving customer wait time. Increasing Helpdesk agents' availability to resolve more complex IT incidents.
System outputs
IT solutions recommendations
Technology
- AI classification
- Classical / predictive MLSource: Classical/Predictive Machine Learning: Models trained on data to make predictions or classifications based on identified patterns or relatio…
- System name(s)
- ServiceNow
- Custom-developed code
- No
- Public source code
- Not reported
Sourcing
- How it was built
- Contract and in-houseSource: c) Developed with both contracting and in-house resources
- Vendor (as reported)
- ServiceNow
- Vendors (standardized)
- ServiceNow
A vendor is the supplier named by the agency. It does not identify the underlying model or AI technology.
Data and privacy
- Involves PII
- No
- Privacy Impact Assessment
- Not reported
- Authorization to Operate
- Yes
- Demographic features
- k) None of the above
- Training and evaluation data
- ServiceNow Knowledge articles, incident ticket notes
- 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