VA · VA-24-2143 · record R2215

Call Center Knowledge Navigator

Department of Veterans Affairs · VBA: Veterans Benefits Administration

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: Government Benefits Processing
Operational functions: Translation and transcription, Public-facing customer service Derived by keyword rules; see methodology

Problem the AI is intended to solve

1. Inaccurate transcription of phone calls by the current system. 2. Need for enhanced time-to-effectiveness for new employees of the Education Call Center. 3. Improvements to quality review of transcribed conversations.

Expected benefits

Increased efficiency and increased accuracy of answers to beneficiary queries

System outputs

- Version 1 outputs a string in response to a user query with cited reference materials - Version 2 will hyperlink these materials for user reference - Future versions will include transcription output and automated answer strings based on live transcription

Technology

AI classification: Generative AISource: Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
System name(s): Not reported
Custom-developed code: Yes
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