TSA Contact Center Virtual Assistant
Description
The AI use case is designed to enhance customer service accessibility, improve operational efficiency, and provide valuable data insights to support TSA's mission and decision-making processes: 1. Limited Accessibility and Availability: The chatbot addresses the challenge of providing timely and accessible responses to public inquiries, especially outside the TSA Contact Center's operational hours. 2. Increased Demand for Customer Support: By automating responses to routine inquiries, the chatbot mitigates the strain on TSA staff caused by growing demand for customer support. 3. Resource Constraints and Fiscal Responsibility: The chatbot reduces the need for additional human resources to handle routine inquiries, thereby improving operational efficiency and fiscal responsibility. 4. Lack of Data-Driven Insights: By capturing and analyzing customer interaction data, the chatbot enables TSA to gain insights into customer needs, improve public information, and prioritize innovation and transformation efforts. 5. Consistency and Accuracy of Information: The chatbot ensures that responses to public inquiries are consistent, accurate, and aligned with the TSA's knowledge library.
Detailed example
As a predictive AI capability, the TSA's Virtual Assistant chatbot functions by correlating existing content within the TCC's knowledge library with the NLP to identify the most relevant knowledge articles for user queries. It does not generate original content. However, the system records transactional data related to customer interactions, including inputs, outputs, and topic classifications. This consistent data capture, mirroring existing email and phone channels, enables TSA to gain critical insights for customer experience improvement efforts, identify areas for public information enhancement, and understand the demand for specific services.
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
The three goals for TSA's Virtual Assistant Chatbot are: 1. Enhanced Accessibility and Timeliness: By providing immediate responses both within and outside the TSA Contact Center's (TCC) operational hours, the Virtual Assistant improves ease of access for the public seeking answers to common questions. 2. Data-Driven Innovation and Transformation: The chatbot captures customer inquiries, providing valuable data to inform innovation and transformation priorities across the agency. 3. Improved Fiscal Responsibility: Leveraging automation to address increasing demand mitigates the need for additional resources, thereby enhancing fiscal responsibility.
Controls / human review
ATO: Not reported; PIA: Not published