DOE · DOE-507 · record R3367
ServiceNow Virtual Agent Natural Language Understanding
Department of Energy · NR HQ - Naval Reactors (NR)
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
- System is used as part of IT Service Management and does not meet the criteria outlined in section 5 of OMB Memorandum M-25-21.
- Start date
- 2025-06-30 (day precision)Source: 2025-06-30T00:00:00
- Withheld from public reporting
- NoSource: a) No
Mission
- Topic area
- Information Technology
- Operational functions
- No function tag matched Derived by keyword rules; see methodology
Problem the AI is intended to solve
Aid in users receiving better IT support for incident reporting and service delivery.
Expected benefits
Quicker and easier access for users to access pre-built IT Service Management incident and request templates.
System outputs
Pre-built IT Service Management incident and request templates. The Virtual Agent NLU is only used to understand the users intent and entity, where it then performs a search of the service catalog to return the most relevant result.
Technology
- AI classification
- Natural language processingSource: Natural Language Processing: AI that processes, interprets, and shares information in human language.
- System name(s)
- NR-NNL-CUI-ITN-PrimeNet_HA
- 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
- Not reported
- Training and evaluation data
- The NLU is provided common phrases to recognize related to opening a ticket, closing a ticket, checking the status of a ticket, updating a ticket, searching a knowleddge article, and connecting with a live agent.
- 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