2_use_case_name: Chatbot for Federal Acquisition Community
3_agency: General Services Administration
3_abr: GSA
4_bureau: FAS / GSA IT (IC)
8_topic_area: Other
10_commercial_ai: None of the above.
11_purpose_benefits: The introduction of a chatbot will enable the GSA FAS NCSC to streamline the customer experience process, and automate providing answers to documented commonly asked questions through public facing knowledge articles. The end goal is this will reduce staffing requirements for NCSC’s live chat programs and allow the NCSC resources to be dedicated to other proactive customer services initiatives. Customers will still have the option to connect to a live agent if they choose by requesting an agent.
12_outputs: Text displayed on the user's screen
16_dev_stage: Initiated
17_impact_type: Neither
18_date_initiated: Q4FY25
22_dev_method: Developed with both contracting and in-house resources.
24_hisp_support: No
25_hisp_name: Public Experience Portfolio – GSA 
26_public_service: Enable increased self-service through an expansion of digital costumer service tools
27_public_info: No
29_contains_pii: No
30_saop_review: No
31_data_catalog: Yes
34_data_docs: Documentation is missing or not available: No documentation exists regarding maintenance, composition, quality, or intended use of the training and evaluation data.
37_custom_code: No
38_code_access: No – agency does not have access to source code.
40_has_ato: No
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: No documentation is available: No documentation detailing model performance metrics, model architecture, features and intended use of the models have been created or are currently accessible to other data science teams within the agency.
51_extension_request: No – Agency did not request an extension for this use case.
52_impact_assessment: No
53_real_world_testing: No testing: No testing of the model to simulate performance in an operational environment has been conducted thus far.
54_key_risks: No key risks identified. No PII or other demographic data fed into the AI system.
55_independent_eval: Planned or in-progress
56_monitor_postdeploy: No monitoring protocols have been established: Necessary infrastructure needed to perform monitoring of AI systems in production is not available and/or a plan to monitor models has not yet been established.
57_autonomous_impact: No - Some individual decisions or actions require direct human oversight.
59_ai_notice: N/A - individuals are not interacting with the AI for this use case
61_adverse_impact: No
63_stakeholder_consult: None of the above
65_appeal_process: No – Law, operational limitations, or governmentwide guidance precludes an opportunity for an individual to appeal.
66_no_appeal_reason: Law, operational limitations, or governmentwide guidance precludes an opportunity for an individual to appeal.
67_opt_out: No – This AI use case is not subject to the opt-out requirement because the AI functionality is solely used for the prevention, detection, and investigation of fraud or cybersecurity incidents, or the conduct of a criminal investigation.