VA · VA-25-5799 · record R2201

VA Health Connect (VAHC) Customer Relationship Management (CRM) - contact quality analysis

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: Not high-impactSource: c) Not high-impact
Impact justification: Not reported
Start date: Not reported
Withheld from public reporting: Not reported

Mission

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

Problem the AI is intended to solve

There are very few tools available to evaluate the content of a Clinical Contact Center (CCC) Contact to provide insight into the purpose, tenor of the call, satisfaction of the Veteran, and identify Medical Support Assistant (MSA) training opportunities. AI will provide a window into the overall quality of the call based on the purpose, content, and resolution of the contact.

Expected benefits

Improved insight into the quality of cases received by the CCC to identify training opportunities, trends, identify opportunities to provide Veteran self-service options.

System outputs

Contact quality metrics, data for additional analysis to identify trends, training opportunities, and self-service options.

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): 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