DOE · DOE-729 · record R3587

AI workflow to process voicemail user service requests and translate them into actionable IT service tickets

Department of Energy · PPPL - Princeton Plasma Physics Laboratory (SC43 OIM)

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: AI workflow to process voicemail user service requests and translate them into actionable IT service tickets
Start date: 2025-09-01 (day precision)Source: 2025-09-01T00:00:00
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

Faster user support and an additional chain of communication for users to report issues. More organized and consistent information extraction from a message.

Expected benefits

Faster user support and an additional chain of communication for users to report issues. More organized and consistent information extraction from a message.

System outputs

AI workflow to process voicemail user service requests and translate them into actionable IT service tickets

Technology

AI classification: Natural language processingSource: Natural Language Processing: AI that processes, interprets, and shares information in human language.
System name(s): Not reported
Custom-developed code: No
Public source code: Google Gemini

Sourcing

How it was built: Developed in-houseSource: b) Developed in-house
Vendor (as reported): Not reported
Vendors (standardized): None on the standard list

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: No
Demographic features: Not reported
Training and evaluation data: No specific training data, it's using generally available LLM(s)
Federal Data Catalog: Not reported

Governance

7 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 consultationNo answer reported

Potential impacts and how they were identified

Reduction of admin burden.