VA FSC AI ChatHelper
Description
Customer Service Representatives (CSR’s) can ask their VA Financial Services Center (FSC) AI ChatHelper questions and receive policy and standards-based answers (e.g., Top Resolution Scripts, Historical Case Notes or Resolutions, Reference Links, Text, or Visual instructions) to converse with Customers through assistance from their VA FSC AI ChatHelper until achieving a final satisfactory resolution per the Customer and being able to provide feedback on the relevance and accuracy of VA FSC ChatHelper responses. This solves the problem of a standards-based knowledge source for FSC's help desk CSRs.
Detailed example
Knowledge Base content, help desk resolutions, recommended solutions to customer inquiries
AI / analytics pattern
Natural Language Processing: AI that processes, interprets, and shares information in human language.
Automation level / stage
b) Pilot – The use case has been deployed in a limited test or pilot capacity.
Expected benefit
Increasing help ticket capacity for additional volume, increased efficiency and cost avoidance
Controls / human review
ATO: Not reported; PIA: Not published