Internal OFO Chatbot Recommender
Description
OFO agents need quick access to relevant policy documents and guidance materials to efficiently respond to inquiries without manually searching through knowledge repositories.
Detailed example
OFO agents will access the chatbot via the desired internal website interface, initiating conversations by typing inquiries. The chatbot analyzes inputs and provides approved documents as relevant recommendations.
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
Faster response times for agents, more consistent guidance provided to clients, reduced time searching for information, and improved quality of service delivery.
Audit / financial statement impact
Not high impact: This AI system does not meet the criteria of any of the six pillars that make up High Impact AI in Memorandum M-25-21.
Controls / human review
ATO: Yes; PIA: Not publicly available
Data needed
Internally-created Question-Response data along with call center transcripts and knowledge bank information.