Generative Artificial Intelligence (AI) for Analytic Insights
Description
Generative AI model to analyze SSA's National 800 Number and Field Office call transcripts as well as Interactive Voice Response (IVR) system call logs to provide insights into caller intent, call resolution, and call topics.
Detailed example
Varies by use case
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
The insights help identify areas for improvement in policies and processes, leading to better customer service and reduced wait times. Ongoing analysis and monitoring support more effective system performance and enhance the overall customer experience.
Controls / human review
ATO: Yes; PIA: Not published
Data needed
No Agency data used for training