DOE · DOE-438 · record R3316
ServiceNow Virtual Agent
Department of Energy · LANL - Los Alamos National Lab (LAFO)
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
- ServiceNow's AI output is NOT a principal driver of a government decision that would meaningfully affects people's rights, safety, critical access, or strategic assets. AI in ServiceNow is strictly used to help manage IT resources for LANL.
- Start date
- 2024-11-01 (day precision)Source: 2024-11-01T00:00:00
- Withheld from public reporting
- NoSource: a) No
Mission
- Topic area
- Information Technology
- Operational functions
- Chatbot or virtual assistant Derived by keyword rules; see methodology
Problem the AI is intended to solve
Provide chatbot services to help customers resolve issues or open service requests that do not require human intervention
Expected benefits
Improved automation
System outputs
Recommendation
Technology
- AI classification
- Natural language processingSource: Natural Language Processing: AI that processes, interprets, and shares information in human language.
- System name(s)
- ServiceNow ATO
- 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)
- ServiceNow
- Vendors (standardized)
- ServiceNow
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
- k) None of the above
- Training and evaluation data
- Existing ticket data is used to train the model with data and training servers stored within FedRAMP High data centers where ServiceNow is hosted
- Federal Data Catalog
- Not reported
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 placeSource: a) Yes
AI impact assessmentReported in placeSource: a) Yes
Independent reviewReported in placeSource: a) Yes – by another appropriate agency office or reviewer not directly involved in the AI’s development
Ongoing monitoringReported in placeSource: a) Yes, sufficient monitoring protocols have been established
Operator trainingReported in placeSource: a) Yes, sufficient and periodic training has been established
Fail-safeReported in placeSource: a) Yes
Appeal processReported in placeSource: a) Yes, an appropriate appeal process has been established
User and public consultationOther or ambiguous answerSource: d) Other
Potential impacts and how they were identified
Minimal impact as AI is used purely for predictive purposes to aid trained technicians. Humans remain the decision makers whether to use the AI's output.