VA · VA-25-5693 · record R2131

VAHC CRM- Veteran Self-Service

Department of Veterans Affairs · VHA: Veterans Health Administration

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: Administrative Functions
Operational functions: Risk scoring and triage, Clinical and medical, Public-facing customer service Derived by keyword rules; see methodology

Problem the AI is intended to solve

The Clinical Contact Center (CCC) receives 45 million calls per year. At this time the CCC has a queue abandonment rate of 9.4% which is significantly higher than the national average for contact centers. AI reduce the number of abandoned calls.

Expected benefits

The CCC receives 45 million calls per year. At this time the CCC has a queue abandonment rate of 9.4% which is significantly higher than the national average for contact centers. AI will allow Veterans to get answers to commonly asked questions and access basic services which will allow Medical Service Assistants (MSAs) to answer more complex calls, reducing hold times for Veterans and reducing the number of abandoned calls.

System outputs

Refilled prescriptions; answers to commonly asked questions; decisions to escalate a contact to a triage nurse.

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