Chatbot to Answer Diversion Registrants' Queries About Registration and Compliance Issues
Description
TOMSS (Technical Operations Management Support System will provide call-deflection to ease the customer interaction burden on call center representatives, registration program specialists, and Diversion Investigators. The AI will provide consistent, accurate responses to repetitive queries and replace manual workloads.
Detailed example
• Policy-grounded responses to registrant inquiries (text output). • Deflection metrics and analytics (call volume reduction, FAQ trends). • Context-based prompts or redirects to DEA.gov resources. • Guardrail logic to return “no response” for non-registrant or ungrounded prompts.
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
30–40% reduction in repetitive calls and emails. • 15–25% reduction in agent workload. • 100% of chatbot responses sourced from verified DEA policy. • 24/7 access to authoritative self-service guidance for registrants.
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