Chatbot within Hub
Description
(Other) Currently the following help support activities are handle by a human: - Personalized FAQ?s - Clarify questions with schema and onboarding, etc. - Handle "Where is 'My file' or 'My Request'?" inquiries - Provide a "Talk to Agent" feature - Schedule a testing window - Provide data summarization and reporting for internal stakeholders - Report operational health of the system - Include training materials, Q/A about the system
Detailed example
Help support team in day-to-day communication with external partners
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
a) Pre-deployment – The use case is in a development or acquisition status.
Expected benefit
Build a chatbot that will address some help support activities through: 1. Access to Internal Knowledge base Including retrieval augmented generation (RAG) 2. Personalized FAQs & contextual generation 3. Interaction with Live Agent 4. Chat & Talk Feature 5. Ability to query custom data source for File or Case status
Controls / human review
ATO: Not reported; PIA: Not published