SSA 800# Public Question & Answer Bot and OIG Hotline recording of fraud, waste and abuse.

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

Not reported

Start date

2023-06-05 (day precision)Source: 6/5/2023 0:00

Withheld from public reporting

NoSource: a) No

Mission

Topic area

Service Delivery

Operational functions

Fraud, waste and improper payments Derived by keyword rules; see methodology

Problem the AI is intended to solve

The Q&A bot answers caller’s questions using approved FAQs found on SSA.GOV. Support is provided in both English and Spanish. Calls answered solely by the bot reduce the wait for other callers needing agent service. A bot will also ask questions and populate responses from the public as a record of their interaction when reporting fraud, waste and abuse.

Expected benefits

Improved service to the public by answering calls faster and lowering expense to handle transactions.

System outputs

Returns the answer snippet content for the applicable FAQ topic that should contain the same language as if the askers were to navigate to the FAQs webpage themselves on ssa.gov.

Technology

AI classification

Generative AISource: Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).

System name(s)

Enterprise Contact Center

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)

AWS

Vendors (standardized)

Amazon Web Services

A vendor is the supplier named by the agency. It does not identify the underlying model or AI technology.

Data and privacy

Involves PII

No

Privacy Impact Assessment

Not reported

Authorization to Operate

Yes

Demographic features

Not reported

Training and evaluation data

The ssa.gov FAQs webpage content is exported to be sourced by the FAQ Question & Answer bot. SSA.gov webform to report fraud, waste and abuse.

Federal Data Catalog

Not reported

Governance

2 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

Through performance forecasting the more calls that can be handled by AI versus the agents will speed up service for those callers that need agent assistance. AI handles routine questions commonly found on SSA.GOV. Further, forms can be completed by asking simple questions and populating responses via NLU allowing the agency to deploy more resources to answering calls.