Chatbot
Description
Assisted chat is only available during business hours. Many consumers are left with no option to wait until assisted chat is available if they have questions.
Detailed example
Automated chat responses for ReportFraud.ftc.gov and IdentifyTheft.gov
AI / analytics pattern
Classical/Predictive Machine Learning: Models trained on data to make predictions or classifications based on identified patterns or relationships.
Automation level / stage
d) Retired – The use case was reported in the agency’s prior year’s inventory, but its development and/or use has since been discontinued.
Expected benefit
Provide automated chatbots capabilities for ReportFraud.ftc.gov and IdentifyTheft.gov and replacing assisted chat services.
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: Yes; PIA: https://www.ftc.gov/system/files/ftc_gov/pdf/Sentinel-Network-Services-PIA.pdf