SSA 800# Public Question & Answer Bot and OIG Hotline recording of fraud, waste and abuse.
Description
The Q&A bot answers caller’s questions using approved FAQs found on SSA.GOV. Support is provided in both English and Spanish. Calls answered solely by the bot reduce the wait for other callers needing agent service. A bot will also ask questions and populate responses from the public as a record of their interaction when reporting fraud, waste and abuse.
Detailed example
Returns the answer snippet content for the applicable FAQ topic that should contain the same language as if the askers were to navigate to the FAQs webpage themselves on ssa.gov.
AI / analytics pattern
Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
Automation level / stage
c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.
Expected benefit
Improved service to the public by answering calls faster and lowering expense to handle transactions.
Controls / human review
ATO: Yes; PIA: Not published
Data needed
The ssa.gov FAQs webpage content is exported to be sourced by the FAQ Question & Answer bot. SSA.gov webform to report fraud, waste and abuse.