SSA · no agency ID · record R3107

Generative Artificial Intelligence (AI) for Analytic Insights

Social Security Administration · Chief Information Officer, Analytics and Improvements

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: 2023-09-30 (day precision)Source: 9/30/2023 0:00
Withheld from public reporting: NoSource: a) No

Mission

Topic area: Information Technology
Operational functions: Translation and transcription Derived by keyword rules; see methodology

Problem the AI is intended to solve

Generative AI model to analyze SSA's National 800 Number and Field Office call transcripts as well as Interactive Voice Response (IVR) system call logs to provide insights into caller intent, call resolution, and call topics.

Expected benefits

The insights help identify areas for improvement in policies and processes, leading to better customer service and reduced wait times. Ongoing analysis and monitoring support more effective system performance and enhance the overall customer experience.

System outputs

Varies by use case

Technology

AI classification: Generative AISource: Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
System name(s): Provisional ATO in progress
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): Microsoft / OpenAI
Vendors (standardized): MicrosoftOpenAI

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: No Agency data used for training
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