Chatbot for IT Customer Help Desk
Description
The chatbot assists USDA staff with IT issues by answering common questions and initiating a support request if additional help is needed.
Detailed example
The chabot provides customers with self-service knowledge articles. If the issue cannot be resovled by self-service, the chatbot will initiate a support request to USDA's IT service managment system.
AI / analytics pattern
Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
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
Faster resolution of IT issues for customers, cost avoidance through fewer requests to helpdesk, decreased burden on helpdesk staff.
Controls / human review
ATO: Yes; PIA: Not published
Data needed
The chatbot retrieves IT knowledge articles that provide information about IT issues and the steps needed to resolve them. This dataset is internal to USDA.