NCIRD SmartFind ChatBots - Public and Internal
Description
Improving efficiency and effectiveness of internal partner mailbox email management and knowledge base maintenance for program staff, and previously, providing public-facing answers to FAQs.
Detailed example
Conversational ChatBots that analyze free text questions and provide agency-cleared answers that best match the question. The system also flags complex or unanswerable queries for manual review.
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
The internal Knowledge-Bot’s SharePoint component helps program staff manage partner emails more efficiently and effectively, enabling shared knowledge base use across mailbox managers. The public-facing chatbots previously provided timely, agency-cleared answers to public and partner questions, supporting rapid information dissemination during the COVID-19 pandemic.
Controls / human review
ATO: Yes; PIA: Not published
Data needed
Public-facing FAQs and other agency-reviewed information accessible publicly were used as the knowledge base for the public-facing chatbots. Internal chatbot uses internal knowledge base content.