National Training Team | Schools — FAQ Gen AI Dashboard

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

Government Benefits Processing

Operational functions

No function tag matched Derived by keyword rules; see methodology

Problem the AI is intended to solve

Categorization of large volume question submissions with suggested generated answers based on past-provided information.

Expected benefits

increased efficiency. There are currently six permanent members of the NTT|S staff and approximately 40,000 SCOs. It is physically impossible for a staff this size to answer all of the questions they ask in a given session. The model reduces the count of overall questions to a reasonable amount answerable by a subject matter expert (SME). It also uses previous answers provided by SMEs in the case of duplicate or similar questions to speed preparation of FAQ documentation for publication following a session — if they’ve answered a question before, they don’t need to spend time answering it again. Currently, the project has fallen below expectations in terms of usefulness to the end users. NTT|S suffered a major operational setback earlier this year when the contract with Adobe Connect was severed unexpectedly by the new administration. Implementing Office Hours using Microsoft Teams as an alternative has had several obstacles, including a substantial decrease in questions SCOs are able to submit within a session. Because of the lower volume, SMEs can often answer most questions within a session and review remaining questions without the assistance of the model.

System outputs

The system outputs data to a Microsoft Power BI report — the report lists the top ten categories of questions asked within a particular office hours session with a suggested question based off submissions and suggested answers to the generated question based off previously provided answers in FAQ documentation.

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

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.

Potential impacts and how they were identified

Not reported