Call Center Management and Service Delivery Support
Description
DEA wants to improve the effectiveness of the Diversion Control Registrant Call Center by automating the routing of incoming calls, providing answers to common questions for Diversion Control Registrant call center agents to identify and quickly propose steps toward resolution, and monitoring customer feedback.
Detailed example
Outputs a recommended course of action for review by DEA staff along with a prioritization classification and provide customer response metrics.
AI / analytics pattern
Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
Automation level / stage
a) Pre-deployment – The use case is in a development or acquisition status.
Expected benefit
To expedite responding to registrant needs with timeliness and consistency of DEA's customer service posture to DEA registrants. To decrease labor costs while maintaining high levels of customer service to DEA registrants. To capture needed improvements to service for implementation.
Audit / financial statement impact
Does not produce an output that serves as a principal basis for decisions or actions with legal, material, binding, or significant effect on any of the individuals or entities identified in OMB-25-21.
Controls / human review
ATO: Not reported; PIA: Not published