Call Center Knowledge Navigator
Description
1. Inaccurate transcription of phone calls by the current system. 2. Need for enhanced time-to-effectiveness for new employees of the Education Call Center. 3. Improvements to quality review of transcribed conversations.
Detailed example
- Version 1 outputs a string in response to a user query with cited reference materials - Version 2 will hyperlink these materials for user reference - Future versions will include transcription output and automated answer strings based on live transcription
AI / analytics pattern
Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
Automation level / stage
b) Pilot – The use case has been deployed in a limited test or pilot capacity.
Expected benefit
Increased efficiency and increased accuracy of answers to beneficiary queries
Controls / human review
ATO: Not reported; PIA: Not published