SBA · SBA-9 · record R3169

Amazon Q in Connect

Small Business Administration · OCIO: Office of the Chief Information Officer

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Overview

Development stage: In development or acquisitionSource: a) Pre-deployment – The use case is in a development or acquisition status.
High-impact designation: Not high-impactSource: c) Not high-impact
Impact justification: Not high impact: This AI system does not meet the criteria of any of the six pillars that make up High Impact AI in Memorandum M-25-21.
Start date: 2026-01-01 (day precision)Source: 01/01/2026 00:00:00
Withheld from public reporting: NoSource: a) No

Mission

Topic area: Administrative Functions
Operational functions: Translation and transcription, Public-facing customer service Derived by keyword rules; see methodology

Problem the AI is intended to solve

Staff need quick access to relevant information and guidance to efficiently respond to inquiries and make decisions.

Expected benefits

Faster content creation, improved consistency, reduced staff time on routine writing tasks, and enhanced quality of generated content.

System outputs

GenAI customer service assistant for Real-time transcription & recommendations; automatically detects customer intent during calls and chats; provides agents with immediate, real-time generative responses and suggested actions from knowledge articles

Technology

AI classification: Generative AISource: Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
System name(s): Veterans Certification - Contact Center application
Custom-developed code: No
Public source code: Not applicable - No custom code

Sourcing

How it was built: Contract and in-houseSource: c) Developed with both contracting and in-house resources
Vendor (as reported): https://aws.amazon.com/connect/q/
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: Not publicly available
Authorization to Operate: Yes
Demographic features: Not applicable - System does not involve individual-level decision-making
Training and evaluation data: Internal agency data and historical records relevant to the use case.
Federal Data Catalog: Not applicable - Internal agency data not publicly disclosed

Governance

8 of 8 minimum-practice questions answered. A blank answer means the agency reported nothing; it does not mean the practice is absent.

Pre-deployment testingReported in progressSource: b) In-progress

AI impact assessmentReported in progressSource: b) In-progress

Independent reviewReported in progressSource: d) In-progress

Ongoing monitoringReported in progressSource: b) Development of monitoring protocols is in-progress

Operator trainingReported in progressSource: b) Establishment of sufficient and periodic training is in-progress

Fail-safeNot applicableSource: b) Not applicable

Appeal processNot applicableSource: b) Not applicable

User and public consultationReported in progressSource: Planning includes direct usability testing during pilot phase, establishment of feedback mechanisms, and consultation with end users and stakeholders throughout development.Flag: free-text answer

Potential impacts and how they were identified

Potential impacts include consistency of information provided to stakeholders. Impacts identified through user testing and accuracy reviews. Mitigation includes human oversight and feedback mechanisms.