ASKA: Automated Support and Knowledge Assistance
Description
ASKA is an internal support tool for VBA Public Contact staff. It connects approved policy and procedural content from SharePoint to a searchable question and answer bot. Staff can ask common questions about public contact, FOIA, congressional inquiries, and other customer service duties. ASKA does not use or process PII, claims data, or make any automated decisions, it simply returns standard reference answers an directs staff to relevant SOP or job aids. We are currently using many different websites to obtain information which delays services to the public, Veterans and Service members. Having a tool available to provide this information will help provide this service at a faster rate.
Detailed example
We are currently looking into building or utilizing what is available to create this. We are looking at a space where all info is extracted and easy to find
AI / analytics pattern
Natural Language Processing: AI that processes, interprets, and shares information in human language.
Automation level / stage
a) Pre-deployment – The use case is in a development or acquisition status.
Expected benefit
Increase efficiency and productivity for public services
Controls / human review
ATO: Not reported; PIA: Not published