MLMS Upgrade MILA from CARLA to Druid
Description
New chatbot proposed by CMS MLMS team will be integrated into the existing MLMS application. It aims to improve user experience, designed to maintain or boost deflection rates, and will be hosted within the CMS environment for smooth integration.
Detailed example
Improve user experience and maintain or boost deflection rates
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
- Empower MLMS operations team with full control over chatbot management - Maintain or improve current deflection rate from MILA 1.0 - Reduce help desk costs through a more efficient support solution - Tailor chatbot content to specific MLMS support requirements - Deliver personalized user interactions to enhance experience - Ensure smooth escalation to Tier 1 support when needed
Controls / human review
ATO: Not reported; PIA: Not published