TREAS · TREAS-IRS-42 · record R2838

Ticket Management Generative AI Pilot

Department of the Treasury · Internal Revenue Service (IRS)

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: Not high-impactSource: c) Not high-impact
Impact justification: The output is not presumed to be high-impact and is not used as the principal basis for significant decisions/actions
Start date: 2025-06-18 (day precision)Source: 6/18/2025
Withheld from public reporting: NoSource: a) No

Mission

Topic area: Information Technology
Operational functions: Summarization Derived by keyword rules; see methodology

Problem the AI is intended to solve

As part of a Chief Technology Officer (CTO) sponsored objective to enable and utilize Generative Artificial Intelligence (Gen AI) capabilities the User and Network Services Information Technology (IT) Service Desk in cooperation with Enterprise Operations will be implementing a limited production challenge to support AI generated Incident Summarization; providing agents with concise summary of case notes and history, Resolution Notes generation; generating accurate resolution notes based on actions taken and solution achieved, and Knowledge Article Generation; generating complete knowledgebase articles base on incident or case records.

Expected benefits

We expect to see significant time savings when conducting warm handoffs between teams, while reducing the mean time to restore incidents. Additionally, the effort should ensure high-quality resolution notes are generated to assist in solving future incidents, while feeding existing knowledge review and publication processes potentially empowering self-service capabilities which will reduce time to closure activities.

System outputs

Incident Summarization; providing agents with concise summary of case notes and history, Resolution Notes generation; generating accurate resolution notes based on actions taken and solution achieved, and Knowledge Article Generation; generating complete knowledgebase articles base on incident or case records

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: No
Public source code: Not reported

Sourcing

How it was built: Purchased from vendorSource: a) Purchased from a vendor
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: Yes
Privacy Impact Assessment: Not reported
Authorization to Operate: Yes
Demographic features: k) None of the above
Training and evaluation data: IRS Service Central Employee portal searches results and summaries, Virtual Agent interactions/Multiturn Catalog Integration, and ITSM input driving Incident Summarization, Resolution Note Generation, Knowledge Article Generation.
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