ASKA: Automated Support and Knowledge Assistance

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

Other

Operational functions

Public-facing customer service, FOIA and records management Derived by keyword rules; see methodology

Problem the AI is intended to solve

ASKA is an internal support tool for VBA Public Contact staff. It connects approved policy and procedural content from SharePoint to a searchable question and answer bot. Staff can ask common questions about public contact, FOIA, congressional inquiries, and other customer service duties. ASKA does not use or process PII, claims data, or make any automated decisions, it simply returns standard reference answers an directs staff to relevant SOP or job aids. We are currently using many different websites to obtain information which delays services to the public, Veterans and Service members. Having a tool available to provide this information will help provide this service at a faster rate.

Expected benefits

Increase efficiency and productivity for public services

System outputs

We are currently looking into building or utilizing what is available to create this. We are looking at a space where all info is extracted and easy to find

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.

Potential impacts and how they were identified

Not reported