2_use_case_name: Automated Collection System (ACS) Voicebot
3_agency: Department of the Treasury
3_abr: TREAS
4_bureau: Internal Revenue Service
8_topic_area: Mission-Enabling
10_commercial_ai: None of the above.
11_purpose_benefits: This project developed self-service application in four phases that allows taxpayer to mitigate various issues regarding payments, balance dues, account history etc. 
SBSE Phase 1-4:
Automated Collection System (ACS) Conversational Interactive Voice Response (IVR) (ACI) Phase 1, Voice Balance Due (VDB): Taxpayers may set up payment plans, extensions, monthly payment amounts, payment dates, revise agreements and form of payment. (Prod Date: 6/14/22)
ACI Phase 2, Location and Transcript: Provides taxpayers with information regarding mailing addresses for forms based off the caller’s zip code. Transcript conducts enhanced business operating division routing (EBR) checks and enables taxpayers to obtain a transcript of their tax return, and/or transcript of their account. (Prod Date: 8/23/22)
ACI Phase 3, Payoff and View Credit: Allows taxpayers to find out the amount of any outstanding balances with the IRS. This includes Get Payoff Date, Mailing Instructions and the ability to transfer to VBD. (Prod Date: 9/28/22)
ACI Phase 4, View Debit: Authorizes and allows the taxpayer to  choose any tax year on record and the application will provide a history of their account. (Prod Date: 1/5/23)
The Intent Engine (using NLP and AI algorithms) classifies taxpayers' utterances (questions) into intents (requests).  The responses of the voicebot and business logic is predetermined by content owners. This AI tool aims to classify/navigate to a correct predetermined response.
12_outputs: The AI outputs include responses tailored to taxpayer queries, such as payment plan setup, balance inquires, mailing address information, transcript requests, and account history details. If the AI cannot classify the input confidently, it prompts for clarification or escalates to a live agent.
16_dev_stage: Operation and Maintenance
17_impact_type: Neither
18_date_initiated: 5/3/2021
19_date_acq_dev_began: 1/18/2022
20_date_implemented: 6/14/2022
22_dev_method: Developed with contracting resources.
23_contract_piids: 2032H5-19-F-00641
24_hisp_support: No
27_public_info: No
29_contains_pii: No
30_saop_review: Yes
31_data_catalog: Yes
33_agency_data: System uses historical data from ACS call logs, payments plans, and account balance queries. 
34_data_docs: Documentation is complete: Documentation exists regarding the maintenance, composition, quality, and intended use of the training and evaluation data, as well as any statistical bias across model features and protected groups.
37_custom_code: No
38_code_access: No – agency does not have access to source code.
40_has_ato: Yes
41_system_name: Nuance Digital Contact Center Platform (DCCP)
42_dev_tools_wait: Less than 6 months
43_infra_provisioned: Yes
45_compute_request: Yes
47_timely_resources: Yes
49_existing_reuse: None: This use case does not re-use any internally developed tooling or managed infrastructure from any other AI development efforts within the agency.
50_internal_review: Documentation has been published: Complete documentation has been published to a repository or data catalog within the agency and is made accessible to other data science teams for review and feedback.