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VA to Leverage AI to Reform Customer Service; Rosetta Lue Quoted

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Rosetta Lue, senior contact center adviser at the Department of Veterans Affairs’ Office of Information Technology, said the department plans to employ artificial intelligence tools to reform its customer service operations, Federal News Radio reported Friday.

Lue said during the Digital Government Institute’s 930Gov conference that the federal agency will possibly rely on AI to analyze data from numerous call centers and websites, as well as automate tasks to further serve veterans and their families.

She added that there is still a need for the VA to standardize its data collection and storage processes to allow AI systems to correctly analyze the information.

“Besides the technology and websites, I really have to say, the place that we’re finding all those nuggets of information is in that data and that data management approach to analytics and AI, natural language and robotics,” the VA official explained.

The effort comes after the Office of Management and Budget required the VA and other agencies to modify their public service offerings under the President’s Management Agenda.

VA Secretary Robert Wilkie recently announced that he will prioritize the overhaul of the department’s customer service operations, which presents administrative and bureaucratic problems.