OMB Individually Reported
Call Recording Analysis
Low riskExact public inventory row
Description
Automatic analysis of recorded calls made to Benefits Advisors in the DOL Interactive Voice Repsonse (IVR) center. AI is used for Trend analysis and Sentiment Analysis
Detailed example
The output is a transcription of calls. The AI is only doing the transcriptions
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
Provide transcripts of audio files
Audit / financial statement impact
Trend analysis and sentiment analysis only
Controls / human review
ATO: Not reported; PIA: Not published