Child Welfare Information Automated Inquiry System (Note: previously named "Child Welfare Information Gateway OneReach Application")
Description
How can Child Welfare Information Hotline callers get the right information faster without increasing staffing? The Children's Bureau runs the Children Welfare Information Gateway, a connection to trusted resources on the child welfare continuum. The Information Gateway has a hotline for answering questions or requesting information: https://www.childwelfare.gov/stay-connected/contact/. Callers to the hotline range from those having more routine questions (such as asking for the contact information for their state's child welfare agency) to reporting more complex, nuanced situations.
Detailed example
The Information Gateway Hotline connects to a phone interactive voice response (IVR). The Information Gateway hotline maintains a database of state hotlines for reporting child abuse and neglect that it can connect a caller to based on their inbound phone area code. Additionally, the Information Gateway Hotline offers a limited FAQ texting service that utilizes natural language processing to answer user queries.
AI / analytics pattern
Natural Language Processing: AI that processes, interprets, and shares information in human language.
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
Approximately a quarter of inquires to the Child Welfare Information Hotline are assisted by AI, freeing up time for staff to focus on more complex, nuanced cases. In the first 4 years, this amounts to ~2,500 inquiries assisted by AI.
Controls / human review
ATO: No; PIA: To be posted on https://www.hhs.gov/pia/index.html, pending HHS OCIO action
Data needed
User queries are used for reinforcement training by a human AI trainer and to develop additional FAQs.