VA · VA-24-2758 · record R2071

VA VoiceBot for Call Center Modernization

Department of Veterans Affairs · OIT: Office of Information & Technology

Overview

Development stage: In development or acquisitionSource: a) Pre-deployment – The use case is in a development or acquisition status.
High-impact designation: High-impactSource: a) High-impact
Impact justification: Not reported
Start date: Not reported
Withheld from public reporting: Not reported

Mission

Topic area: Information Technology
Operational functions: Public-facing customer service Derived by keyword rules; see methodology

Problem the AI is intended to solve

The VoiceBot can quickly handle common inquiries, offering Veterans immediate answers and reducing the frustration of long wait times. This allows Contact Centers to focus resources on more complex issues, ultimately improving response times for urgent matters and reducing overall call center costs.

Expected benefits

The VA VoiceBot aims to enhance the Veteran experience by providing efficient self-service via telephone, reducing wait times, and freeing up call center resources for more complex issues. It will utilize advanced Natural Language Understanding (NLU) to manage routine inquiries and seamlessly escalate to human agents, when necessary, ensuring context and identity are retained. The initiative is focused on integrating VoiceBot across call center lines such as Women Veterans Call Center (WVCC), VBA, and VetHOME, which will streamline processes, improve support consistency, and lower operational costs.

System outputs

Depends on call center. Output can include FAQ and authenticated information via APIs.

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