VA · VA-24-2717 · record R2226

VA.gov Chatbot: Summative Content

Department of Veterans Affairs · OIT: Office of Information & Technology

Overview

Development stage: DeployedSource: c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.
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: Information Technology
Operational functions: Chatbot or virtual assistant, Public-facing customer service Derived by keyword rules; see methodology

Problem the AI is intended to solve

AI can provide around-the-clock support without long wait times, allowing our human call center agents to help individuals with more complex concerns. The virtual agent will allow veterans to self-serve, ask questions at their own pace, complete tasks, and find answers and information more easily.

Expected benefits

Veterans receive increased access to self-service capabilities - the virtual agent will allow veterans to self-serve, ask questions at their own pace, complete tasks, and find answers and information more easily.

System outputs

Benefits information based on VA.gov content.

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: 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