FTC · FTC-0013 · record R3158
IVR Automated Voice Assistant
Federal Trade Commission · BCP/DCRO
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
- Does not produce an output that serves as a principal basis for decisions or actions with legal, material, binding, or significant effect on any of the individuals or entities identified in OMB-25-21.
- Start date
- 2025 (year precision)
- Withheld from public reporting
- NoSource: a) No
Mission
- Topic area
- Other
- Operational functions
- Public-facing customer service Derived by keyword rules; see methodology
Problem the AI is intended to solve
Reduce cost of call volume for requests for information which are low value contacts for law enforcements while maintaining positive customer experience.
Expected benefits
Enhances user experience by providing RFIs (Request for Information) accessible 24x7 rather than limited to working hours.
System outputs
Automated IVR voice responses to consumer inquiries.
Technology
- AI classification
- Generative AISource: Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
- System name(s)
- Sentinel Network Services
- 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)
- Amazon
- 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
- Yes
- Privacy Impact Assessment
- www.ftc.gov ↗
- Authorization to Operate
- Yes
- 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