VA · VA-25-528 · record R2214

VA FSC AI ChatHelper

Department of Veterans Affairs · OM: Office of Management

Overview

Development stage: PilotSource: b) Pilot – The use case has been deployed in a limited test or pilot capacity.
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: Procurement and Financial Management
Operational functions: Search and knowledge retrieval, Public-facing customer service Derived by keyword rules; see methodology

Problem the AI is intended to solve

Customer Service Representatives (CSR’s) can ask their VA Financial Services Center (FSC) AI ChatHelper questions and receive policy and standards-based answers (e.g., Top Resolution Scripts, Historical Case Notes or Resolutions, Reference Links, Text, or Visual instructions) to converse with Customers through assistance from their VA FSC AI ChatHelper until achieving a final satisfactory resolution per the Customer and being able to provide feedback on the relevance and accuracy of VA FSC ChatHelper responses. This solves the problem of a standards-based knowledge source for FSC's help desk CSRs.

Expected benefits

Increasing help ticket capacity for additional volume, increased efficiency and cost avoidance

System outputs

Knowledge Base content, help desk resolutions, recommended solutions to customer inquiries

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: 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): 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