SEVP Response Center Chatbot - SID (SEVIS Interactive Dialog)
Description
This use case intends to solve the problem of handling a high volume of routine inquiries from students and officials, which can overwhelm human agents and delay response times.
Detailed example
SID answers frequently asked questions from callers. If the SID cannot answer a caller’s question, it turns the caller over to an agent in the response center. The chatbot captures the interaction with the caller and sends the information via an API to Student and Exchange Visitor Program Automated Management System (SEVPAMS).
AI / analytics pattern
Natural Language Processing: AI that processes, interprets, and shares information in human language.
Automation level / stage
a) Pre-deployment – The use case is in a development or acquisition status.
Expected benefit
AI provides SID the ability to understand voices and its deterministic question and answer workflow (1) enables SID to answer routine caller questions without a help desk agent, and (2) when a help desk agent is required, SID will create a ticket with a caller transcript to reduce the burden on the agent. This frees up the human agents to deal with more complex cases and issues with specific records.
Controls / human review
ATO: Not reported; PIA: Not published