Education Call Center (ECC) Next Gen POC
Description
To give easier access to information like approved, current procedures or helpful tips to call center employees that engage directly with Veterans. This is a high turnover position within VA so this would lighten the training barrier and supply our Veterans with better information.
Detailed example
• Function of the model: Generative AI Model that can provide real time transcription of calls, capture questions asked by caller, and provide recommended answers with source citation to ECC representatives • Output: Call transcript, answers to questions, querable database for quality control's purpose
AI / analytics pattern
Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
Automation level / stage
a) Pre-deployment – The use case is in a development or acquisition status.
Expected benefit
Increased efficiency and improved communication outcomes with Veterans about their benefits. Perhaps improve turnover at the call centers.
Controls / human review
ATO: Not reported; PIA: Not published