Veteran Support Chatbot
Product management for building the inaugural AI-powered chatbot for the Department of Veterans Affairs’ Veteran Experience Office.
Role
Product Manager
Year
2021
Daily Forecast
Weekly Forecast
NWS Weather Alerts
Goals
Speed
To reduce the hours of human support needed to serve veterans but with only minimal or no impact to the high level of support that VA provides to the veteran population across the country.
Accuracy
A chatbot on VA's website would allow veterans to get their questions answered more quickly, be directed to necessary forms for submitting claims, and have the bot escalate their case to a human care agent when needed.
Integration
A critical piece of this effort was that the new chatbot needed to integrate seamlessly into the existing VA veteran support infrastructure. Thus work included training VA human support agents on using the new tool, its escalation criteria, and how to work so that both human and AI chatbot support would coexist to improve veteran benefits.